Service Zone is the client-branded service desk and service management product suite from Infrazone.

Service Zone Incident & Request Management comes in two service options: Service Desk Advanced Hosting and Managed Service Provider Service Desk.

Service Zone works on behalf of consumers of your technology services. Service Zone assists service providers with a customized service wrap, marketed with their brand.
We provide a one-stop-shop self service portal and service desk that integrates any number of technology streams from your internal or external service providers.
Service Zone provides targeted service level management and reporting services for you and your customers.

Key Features

Insource & Outsource Options
You can staff your Service Desk with your own people or we can supply trained staff with process customised to meet yours' and your support partners' requirements.

Secure application environment hosted locally
You will have your own application instance hosted in your virtual server in a Data Centre in New Zealand protected by multi-layer firewalling.

Branded call answering services 24/7 to your 0800 number
Our Service Analysts will answer incoming calls to your 0800 number with your brand.

Branded web portal to enable your service requestors to submit service requests
We will also find solutions in your knowledge base, and track request status.

Automated logging of service requests via API
Our web portal can also log requests, alerts, events and incidents from other service desk applications & systems management tools.

Support personnel & technician support
iPhone & Android applications for technicians on the move, quick reference guides and a self-service portal for logging and updating of requests and incidents. Incidents will be auto-assigned and auto-notified to your Technicians.

Service level management
Our team will advise of expected service levels based on your service contract with your customer and provide them with a unique reference number.

Service integration management
A Service Integration Manager will be designated as the single point of contact for all new service requirements, escalations and reporting.

Outside business hours
If a request or incident fulfils the requirement for an after-hours call out we will contact your on call staff and escalate as required.