How you benefit from the audius IT 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.
Freeing up resources and focusing internal IT
Outsourcing your IT service desk frees you up to focus your IT on more value-creating tasks. You can inspire your IT team with exciting projects instead of monotonous service provision.
Avoiding staff shortages and fluctuation
Service quality is not affected by internal staff shortages and fluctuation.
Access to innovations and state-of-the-art technology
You learn from the best, optimize your service processes and gain access to state-of-the-art technologies.
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.
Risk minimization and resilience
We offer you a high level of fail-safety and, in the event of a crisis, can quickly deploy more experienced service staff or experts for IT operations and security.

Product information

IT Service Desk – the first level should be the best level
The audius IT Service Desk is a central point of contact for all users with IT problems or service requests.

Our services are modular and can be customized to individual needs. This includes first and second level support, management of users and authorizations as well as administrative activities surrounding the IT service desk as single point of contact. We are also happy to provide user support for standard applications.
If required, we can also take over management of the entire ticket processing workflow, including monitoring and reporting of the agreed SLA.
We work according to a proven process and control model based on ITIL, which we adapt to your needs while implementing best practices and utilizing our extensive experience in service management.

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All-round approach ensures success from the beginning to the end

audius supports you with a full-service solution, from service strategy and design through implementation to ongoing operations. This ensures that you never lose sight of any aspect of the complex structure of a modern IT service desk and that you always have a reliable partner at your side. The focus is on continuous improvement in order to recognize all potential and implement it in a verifiable manner.

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users benefit from our support


IT support agents


years of experience

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What makes audius IT Service Desk different from other services

The audius IT Service Desk provides a unique combination of technical, organizational and specialist expertise based on total customer focus.

We have over ten years of experience in running our IT Service Desk for numerous companies and organizations in Germany and currently support about 350,000 users.
We provide Dedicated or Shared Desk with service hours according to your needs up to 24/7 – but always 100 percent "Made in Germany", in German and in English.
If required, we can supplement our IT Service Desk with the in-depth expertise of several hundred employees in IT consulting, security auditing or managed services – from the data center to the cloud and from the network to the modern workplace.
We use the full range of the acclaimed ITIL process model, thus providing reliable processes, detailed benchmarks and best practices.
We achieve high first-time resolution rates through excellent structured incident recording and first-class knowledge management.
We use a sophisticated method for the transition of your IT service desk to us, which has already proven itself in more than 40 projects.
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Many customers from a wide range of industries already count on audius for IT Service. We will be happy to provide you with further references and sample projects in a personal meeting.

IT Service Desk Gebäude | audius
IT Service Desk in the manufacturing industry

Seit mehr als acht Jahren erbringt audius den zentralen IT Service Desk für einen großen, mittelständischen Hersteller von Reinigungsgeräten. Wir leisten First-Level-Support, managen User und Berechtigungen in AD und SAP, bearbeiten DV-Anträge und optimieren Ressourcen – mit begeisterten Nutzenden und zu vernünftigen Kosten.

IT Service Desk Arztpraxis | audius
Extended accessibility in IT Service Desk

We provide the IT service desk, in particular first-level support, for an association of statutory health insurance registered doctors with approx. 1,400 users. The service is provided outside core working hours. Our service covers comprehensive incident and service request management in accordance with ITIL. This includes, for example, recording, qualifying, prioritizing and processing IT service requests, remote service for the whole IT workstation and user support for the standard software deployed.

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Service Desk FAQs

What is the difference between a helpdesk and a service desk?

The terms helpdesk and service desk are often used interchangeably, but there are some differences between the two. 

A helpdesk generally provides reactive support to individual users who encounter technical issues or have questions about a particular product or service. A helpdesk focuses primarily on resolving incidents and issues as quickly and efficiently as possible, with an emphasis on technical support.  

A service desk, on the other hand, has a broader IT support function and is responsible for managing and resolving a wider range of IT-related issues and requests. This includes tasks such as creating new users or rolling out new systems. A service desk focuses primarily on service delivery and management. It often includes the functions of a helpdesk, but has a much broader remit. 

Another important difference between the two is the degree of integration into IT service management (ITSM) processes. A service desk is usually more closely integrated into ITSM processes and may be responsible for managing incidents, issues and service requests through a formal ITSM framework. A helpdesk, on the other hand, is more ad hoc and less integrated into ITSM processes. 

What is included in IT support?

IT support generally includes a wide range of activities relating to the management, maintenance and support of IT systems and services. Some of the key areas of IT support include: 

Service desk: Users can contact a helpdesk or service desk to report incidents, request services and get support. 

Technical support: This involves supporting users who encounter technical problems with hardware, software, or other IT-related equipment. 

Network support: This includes maintaining and troubleshooting network infrastructure, including routers, switches, firewalls, and other network devices. 

System administration: This includes managing and maintaining IT systems, including servers, databases, and other critical IT infrastructure. 

Software support: This includes assisting with the installation, configuration, and troubleshooting of software, as well as providing updates and patches to keep software systems up to date. 

Security support: This includes managing and maintaining IT security systems, including firewalls, intrusion detection and prevention systems, and other security-related equipment and software. 

Overall, IT support plays a critical role in ensuring that IT systems and services are available, reliable and secure, and that users receive the support they need when they encounter technical problems or have IT-related questions or requests. 

What is the difference between service and support?

The terms service and support are often used interchangeably, but mean different things in the IT context. 

A service is something that is provided to a customer to meet a specific need or requirement. IT services may include products, applications or other resources provided to the customer to meet its business needs. Examples of IT services include e-mail, file sharing, network access, and other IT-related resources provided to end users. 

Support, on the other hand, refers to the assistance provided to customers when using IT services or for troubleshooting. IT support may include technical assistance, training, or other resources to help end users resolve issues or problems with IT services. Examples of IT support include helpdesk or service desk support, technical support, and other resources that help end users get the most out of IT services. 

Essentially, the service is what is delivered, and support is the assistance that helps customers use the service and helps with any associated troubleshooting. Both service and support are critical components of IT delivery, and organizations need to ensure they have effective service and support processes in place to meet their customers’ needs. 

What is ITSM?

ITSM stands for information technology service management. It is a set of policies, processes, and procedures designed to manage and deliver IT services to meet the needs of an organization and its customers. 

The main goal of ITSM is to ensure that IT services are delivered efficiently and effectively to meet the needs of an organization. It covers the management of the entire IT service lifecycle: from strategy and design to deployment, operation, and continuous improvement. 

ITSM is usually implemented through a framework or standard such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and Related Technology), or ISO/IEC 20000. These frameworks provide best practices for ITSM processes, including incident management, problem management, change management, service level management, and others. 

ITSM can help organizations improve service quality, increase efficiency and reduce costs by providing a structured approach to managing IT services. It also helps align IT services with the needs of the organization and ensure they are delivered consistently and reliably. 

What is service request management in the service desk context?

Service request management is another important process in the service desk context. It refers to the process of managing and fulfilling requests from end users for IT services or resources that are not related to resolving an incident or issue. 

Service request management typically comprises several steps, including: 

  1. Service request logging: The first step is to receive and document the service request. This can be done via a helpdesk or service desk ticketing system or through other channels such as phone, e-mail, or chat. 
  2. Service request prioritization: The service request is then categorized and prioritized according to its urgency and impact. This ensures that high-priority requests are handled first and that end users receive timely and effective support. 
  3. Service request fulfillment: The support team then works on fulfilling the service request. This may include delivering new IT resources, making changes to existing resources, or providing advice and support to end users. 
  4. Service request closure and reporting: Once the service request has been fulfilled, the support team documents the fulfillment of the request in the ticketing system and closes the ticket. It may also report on key figures and trends in service requests in order to identify areas for improvement. 

Effective service request management is critical to ensuring that end users can access the IT resources and services they need to carry out their work. With a well-defined process for managing service requests, organizations can improve service delivery, increase end-user satisfaction, and ensure that IT resources are used effectively and efficiently. 

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Our experts look forward to talking to you personally.

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