How you benefit from the audius Facility Service Desk

Better service
Outstanding quality of service is ensured thanks to audius' many years of experience, vast methodological expertise and adoption of best practices.
Satisfied users
Thanks to our comprehensive knowledge management, highly trained service staff and single point of contact, we are able to achieve a high first contact resolution rate and provide a reliable service.
Fewer and shorter disruptions
Thanks to transparency, best practices and continuous improvement, we are able to ensure a rapid response and problem resolution and thus smooth-running operations.
Economic benefits and cost transparency
You avoid having to make large investments in areas that do not make a direct contribution to value creation.
Custom-fit solution and flexibility
You get exactly the service you currently need and have the flexibility to make changes at any time.
Optimization in purchasing thanks to transparency
Pooling all incidents allows you to pinpoint actual demand and therefore purchase at a lower price.
Better evaluation of service providers and material
Selecting particularly efficient service providers and less problem-prone materials and products helps you to reduce effort, costs and downtime.
Freeing up resources and focus on core business
Outsourcing the facility service desk frees up resources and you can focus both staff and attention on your core business.
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Product information

A central point of contact for facility service

The audius Facility Service Desk is a central point of contact for all disruptions, requests and orders in plants and buildings. We will ensure the smooth running of your plant sites and buildings with top levels of efficiency and quality of service. This includes operating the building automation system, collecting, analyzing and handling incidents plus supervising external service provides in building automation, administration, energy and media supply, disposal and cleaning as well as all other relevant services.


What makes audius Facility Service Desk different from other services
The audius Facility Service Desk provides a unique combination of specialist and organizational expertise based on total customer focus.
  • We have around 20 years of experience in running our Facility Service Desk for numerous companies and organizations in Germany.
  • And we are able to handle huge volumes. Our teams currently process over 500,000 incidents a year.
  • We have adapted the acclaimed ITIL process model from IT service to facility service, thus providing reliable processes, detailed benchmarks and best practices.
  • We embody the principle "service is human" – with highly trained service staff at five locations across Germany, who combine a professional with a human approach.
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All-round approach ensures success from the beginning to the end

audius supports you with a 360-degree approach, from the service strategy, through design and implementation, to ongoing operation. This means you never lose sight of any aspect of the complex structure of a modern facility service desk and always have a reliable partner at your side. The focus is on continuous improvement in order to identify all potential and implement it in a verifiable manner.

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Many customers from a wide range of industries already count on audius for facility services. We will be happy to provide you with further references and sample projects in a personal meeting.

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Facility Service Desk Produktion | audius
Facility Service Desk in the automotive industry

For around 20 years now, we have been providing the central Facility Service Desk for building operations, plant service and building automation systems at six plant sites and for more than 90,000 employees at a leading German automotive manufacturer. We record and manage approximately 1,000 incidents in 7x24-hour operation on a daily basis.

Facility Service Desk Wohnen | audius
Facility Service Desk in the housing sector

We have provided a central Facility Service Desk for building operations for a temporary housing complex with more than 400 units. Our service covers electrical, heating and sanitary systems as well as Wi-Fi and the locking system. This provides tenants with a centralized service that ensures rapid resolution when problems arise.


Service Desk FAQs

What is a facility service desk?

A facility service desk is a central point of contact for facility-related issues, such as maintenance requests or building security problems. Facility service desks are generally staffed by facility management employees who are responsible for ensuring that the physical infrastructure of a building or system is maintained and functioning effectively. 

Services commonly provided by a facility service desk include: 

Maintenance requests: End users can submit requests for repairs to or maintenance of buildings or their systems, for example, HVAC or sanitary facilities. 

Security requests: End users can report security concerns or request access to restricted areas of a building. 

Space management: The facility service desk can manage the allocation of office space or conference rooms or provide assistance with moves and relocations. 

Environmental services: The facility service desk can coordinate services such as janitorial services or landscaping. 

Health and safety: The facility service desk can provide assistance with health and safety issues, for example, responding to first aid requests or reporting accidents. 

Facility service desks are an important component of facility management, providing a single point of contact for end users to report problems and request services relating to the physical infrastructure of a building or facility. By providing efficient and effective support, facility service desks help ensure that a building or facility is maintained and run effectively, which in turn has a positive impact on productivity, safety, and overall user satisfaction. 

What is incident management in the service desk context?

Incident management is a key process in the service desk context. It refers to the process of managing and resolving incidents, i.e. unplanned service disruptions or failures that affect the normal functioning of business operations. 

Incident management typically comprises several steps, including: 

1. Incident identification: The first step is to identify and document the incident. This can be done via a helpdesk or service desk ticketing system or through other channels such as phone, e-mail, or chat. 

2. Incident logging and categorization: The incident is recorded in a ticketing system and categorized by severity, impact, and urgency. This helps to prioritize the incident and assign it to the right support team for resolution. 

3. Diagnosis and escalation: The support team then begins diagnosing the incident and attempts to resolve it. If it is unable to do so, it can refer it to a higher-level support team. 

4. Incident resolution and closure: Once the incident has been resolved, the support team documents the solution in the ticketing system and closes the ticket. If the incident cannot be resolved, it may be referred to another provider or external vendor for further assistance. 

5. Incident reporting and post-incident analysis: Finally, the incident management process is reported and analyzed to identify trends, root causes, and opportunities for improvement. This helps to enhance service quality and prevent future incidents. 

Effective incident management is a critical part of ensuring that the services provided are available and functioning properly. With a well-defined incident management process, organizations can minimize the impact of incidents on business operations and ensure end users get the support they need to resolve issues and continue working. 

What are self-services?

Self-service is a support model that allows end users to solve their own problems or fulfill their own service requests without the need for direct assistance from a support agent. Self-service solutions are typically provided via a web-based portal or mobile application and allow users to access a range of resources and tools to help them resolve their own issues. 

Common examples of self-service solutions include: 

Knowledge base articles: End users can access a library of articles and resources to help them troubleshoot or provide answers to frequently asked questions. 

Chatbots: Chatbots can provide automated assistance to end users through natural language processing and machine learning, helping them resolve issues or fulfill service requests without the need for human intervention. 

Self-service portals: These provide users with a set of tools and resources, including the ability to log and track their own incidents or service requests, view status updates, and access a range of self-help resources. 

Video tutorials: Users can access video tutorials and other multimedia resources to learn how to use software applications, devices, or other technologies. 

Self-service solutions offer organizations a number of benefits, including greater efficiency, lower costs, and higher end-user satisfaction. By giving users the tools and resources they need to resolve their own issues, organizations can free up their support staff to focus on more complex issues. At the same time, the availability of faster and more convenient support options improves end-user satisfaction. 


What is service transition?

Service transition is a phase in the IT service management (ITSM) lifecycle that focuses on transitioning new or changed services into the live environment. It comprises the planning, coordination, and implementation of changes to the infrastructure and related services to ensure that the new or changed services are provided to the organization in a controlled and coordinated manner. 

Service transition encompasses several key processes, including change management, asset management, and knowledge management. The service transition phase plays a critical role in the overall ITSM lifecycle. By following a structured service transition process, organizations can minimize the risk of disruption to existing services while ensuring that new services are delivered on time and within budget. 



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Our experts look forward to talking to you personally

Talk to us about outsourcing your facility service desk to audius. We will be happy to show you your individual potential for improved service quality and significant cost savings in a holistic approach – from service strategy through to service operation.

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