New York-based managed service provider (MSP) OnX Managed Services has released the Service Desk Support and Service Management Software IT service management (ITSM) solutions.

Both solutions are based on global Information Technology Infrastructure Library (ITIL) best practices, OnX Managed Services said, and could help businesses improve their IT operations.

“Our new Service Desk Support and Service Management Software solutions help clients standardize their own IT delivery and, in turn, free up time to focus on other business priorities,” OnX Managed Services President Wayne Kiphart said in a prepared statement.

Service Desk Support provides businesses with desktop support from help desk professionals who can resolve IT incidents, according to OnX Managed Services. It is customizable and allows alerts, tickets, workflow and escalation procedures to be tailored to a customer’s specific needs, OnX Managed Services said.

OnX Managed Services noted that Service Management Software allows a business’ IT support team to receive and capture incidents, create tickets, isolate problems and assess incidents. This solution enables IT professionals to offer 24×7 support and leverage trending analytics to identify operational bottlenecks and set key performance indicators as well.

Kiphart told MSPmentor the new solutions give businesses additional help desk support to help them handle a variety of ITSM problems, including:

The new solutions also allow IT professionals to gain additional insight into their business’ daily operations, Kiphart said, and deliver consistent support for mission-critical apps and systems.

OnX Managed Services is a division of technology services and solutions provider OnX Enterprise Solutions, which currently has more than 600 IT professionals serving over 2,000 companies throughout North America, Europe and Asia.

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