Service Desk FAQ Pack – Everything You
Need to Know Before You Outsource Support
Thank you for exploring Think Tank’s fully managed Ivanti Service Desk. Below are our most commonly
asked questions – from what’s included to how support is structured.
Everything You Need, Nothing You Don’t
An omnichannel Service Desk, staffed by Ivanti Certified Consultants, offering; Self Service Portal, Remote support, System health checks, License optimization and more.
- Certified 1st, 2nd & 3rd line support
- P1 & P2 after-hours coverage
- Account engagement reviews
- After-hours change implementation
- 60+ years of combined Ivanti expertise
- Custom integrations, dashboards, and workflows
- Proactive health checks and risk monitoring
- Ivanti Neurons for ITSM upgrade management
- Rapid SLA-based response (1–24 hours)
Monthly Support Agreements
Bundle of Hours
P1: 1 hour
P2: 4 hours
P3–P5: 8–24 hours
3-tier escalation path is documented and published, including after-hours standby contact.
Let’s Make IT Work Better
Outsourcing your service desk doesn’t mean giving up control. It means gaining a committed
partner with the tools, certifications, and experience to elevate your IT operations.