ITSM Managed Services

50% REDUCTION

In service desk call volume

20% INCREASE

In CSAT scores

25% IMPROVEMENT

In the productivity of existing support staff

IMPROVED VISIBILITY

Into organizational processes and services

ALIGNMENT

To ITIL standards and best practices

INCREASED

Service availability

Unlock Business Value and Transform Your IT Organization

Today, IT organizations are constantly challenged to reduce incident mean time to repair (MTTR) and service request fulfilment time, automate routine tasks that consume valuable resource time, and provide rapid response to unplanned outages and degradations of key business services. They are also expected to maintain a current and complete knowledge base, including known errors and self-help articles, improve customer satisfaction, and provide a centralized service offering.

A SysAid and ITSM.tools study finds 27% of respondents still using what they’ve always used as opposed to new and updated ITSM best practice sources. Another 23% find the variety of possible best-practice sources confusing. As work patterns and even locations change with the increasing adoption of the remote workforce, IT departments are being pressured to “do more with less.”

With extensive expertise in managed services, we understand that a mature ITSM program is more than just handling tickets or having documented service management processes. Here are some ways we help you unlock business value and transform your IT organization through:

Predictable Fixed Monthly Costs

Customer Focus and Service-centricity

Technical Expertise and Flexible Resource Models

Proven Frameworks and Methodologies

How We Work

Deploying and maintaining an ITSM solution can be costly and time-consuming. ITSM as a Service reduces the burden of your staff – from procuring licenses to implementing and managing your entire platform. We offer end-to-end ITSM capabilities, including operational process engineering and managing IT as a business.

We help clients succeed through:

The formalized incident, problem, change, and request management processes
Automation
Service Level and Operational Level Agreements (SLAs/OLAs)
Capacity management
Service chargeback
Improved staff efficiency and employee morale
Service availability measures and reporting
Defined service catalogs and integrated processes

Our ITSM experts will deliver a common framework to design, build, and manage services across your organization, including but not limited to:

End-to-end responsibility for delivering a complete service portfolio
Process consulting, ITSM implementation, operations, automation, and self-service capabilities
24x7 global support with rapid response to critical issues, incident management, and continual adherence to SLAs and OLAs
Continuous analysis and data-driven decisions to improve your organization’s ITSM performance
Process/platform adoption and integration across enterprise teams
Industry benchmarking

In this digital age, where the cloud promises much freedom and flexibility, a robust IT infrastructure uniting cloud, analytics, and big data platforms will drive business excellence for your enterprise.

Best-in-Class ITSM Capabilities

Here are some of the automations and accelerators we have built that have led to a 30-40% decrease in deployment time while improving productivity.

ServiceNow Integrations and Automations

BMC Integrations and Automations

Business Impacts and Transformational Outcomes

Improved self-service capabilities for better user experience

Intuitive interfaces for employees with features like announcements, chat, global search, approvals, and surveys, all of which enhance customer experience and aid in reducing the inflow of requests and incidents.