IT Service Management

IT Service Management

Helping people improve their service operations

Power Automate
IT Services Management

IT Service Management

Helping people improve their service operations

Power Automate
IT Services Management

IT Service Management

Selling to businesses is really hard
Power Automate
WE KNOW YOU FACE MANY CHALLENGES

In our experience, aligning the service delivery activities of the IT organisation with the needs of the business isn’t always that easy. These are just some of the challenges our clients faced before they met us…

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WE KNOW YOU FACE MANY CHALLENGES

In our experience, aligning the service delivery activities of the IT organisation with the needs of the business isn’t always that easy. These are just some of the challenges our clients faced before they met us…
WE KNOW YOU FACE MANY CHALLENGES
In our experience, aligning the service delivery activities of the organisation with the needs of the business isn’t always that easy. These are just some of the challenges our clients faced before they met us…

Operational costs are high

Optimising and automating processes removes unnecessary manual effort and rework. This saves time for employees and gives them the capability to do the right work. You need solid processes to ensure users can be productive and keep IT spending in check. Your ultimate ITSM goals should be focused on cost-efficiency and operational excellence, so the organisation can invest its resources into where it is needed most.  

Lengthy resolution times

If employees can access the information they need in less time, resolution times will go down and there will be less issues logged and less escalations. It is also possible to give customers the information they need to try and solve their own IT incidents, curbing the amount of tickets and issues logged in the first place. 

Lack of accountability

Losing incoming requests in personal mail accounts or blaming other parties for the time it takes to get answers and solve issues can be solved with processes that check where the information goes and how long it takes at each person, stopping inefficiencies of individuals. The implementation of formalised processes for basic IT functions, such as Incident Management, Request Management, Change Management, SLAs, and others creates transparency and accountability for service delivery throughout the organisation.
38.4%

percent of organisations take more than 30 minutes on average to resolve IT incidents impacting consumer-facing digital services.

Standardisation

A common way of working and optimised processes will not only be department wide, but also business-wide and across branches and locations. This will increase collaboration across all parts of the business.

Self-service and self-help

Self-service gives people an extremely cost-effective way to resolve common IT incidents or fulfil common requests without logging requests or issues, therefore not requiring help from customer service teams. This gives customer service teams more time to deal with the more severe technical issues or requests. ITSM supports two key processes that move organisations towards a self-service model: Service Catalogue and Knowledge Management. 

Increase productivity

With standardised processes, IT team members or customer service teams always know what they’re doing or what they should be doing next. When your employees can work in a systematic, standardised way, resolving issues quickly, it means they can be more efficient, reducing time on each individual task.

Operational costs are high

Optimising and automating processes removes unnecessary manual effort and rework. This saves time for employees and gives them the capability to do the right work. You need solid processes to ensure users can be productive and keep IT spending in check. Your ultimate ITSM goals should be focused on cost-efficiency and operational excellence, so the organisation can invest its resources into where it is needed most. 

Lengthy resolution times

If employees can access the information they need in less time, resolution times will go down and there will be less issues logged and less escalations. It is also possible to give customers the information they need to try and solve their own IT incidents, curbing the amount of tickets and issues logged in the first place. 

Lack of accountability

Losing incoming requests in personal mail accounts or blaming other parties for the time it takes to get answers and solve issues can be solved with processes that check where the information goes and how long it takes at each person, stopping inefficiencies of individuals. The implementation of formalised processes for basic IT functions, such as Incident Management, Request Management, Change Management, SLAs, and others creates transparency and accountability for service delivery throughout the organisation.
38.4%

percent of organisations take more than 30 minutes on average to resolve IT incidents impacting consumer-facing digital services.

Standardisation

A common way of working and optimised processes will not only be department wide, but also business-wide and across branches and locations. This will increase collaboration across all parts of the business.

Self-service and self-help

Self-service gives people an extremely cost-effective way to resolve common IT incidents or fulfil common requests without logging requests or issues, therefore not requiring help from customer service teams. This gives customer service teams more time to deal with the more severe technical issues or requests. ITSM supports two key processes that move organisations towards a self-service model: Service Catalogue and Knowledge Management. 

Increase productivity

With standardised processes, IT team members or customer service teams always know what they’re doing or what they should be doing next. When your employees can work in a systematic, standardised way, resolving issues quickly, it means they can be more efficient, reducing time on each individual task.

The Problem

IT Service Management

Operational costs are high

Optimising and automating processes removes unnecessary manual effort and rework. This saves time for employees and gives them the capability to do the right work. You need solid processes to ensure users can be productive and keep IT spending in check. Your ultimate ITSM goals should be focused on cost-efficiency and operational excellence, so the organisation can invest its resources into where it is needed most.  

 

Longer resolution times

If employees can access the information they need in less time, resolution times will go down and there will be less issues logged and less escalations. It is also possible to give customers the information they need to try and solve their own IT incidents, curbing the amount of tickets and issues logged in the first place. 

Lack of accountability

Do you have several branches, or at least several salespeople working different territories and customers? Are your dealings with customers always consistent? Do your sellers follow a specific methodology or approach? Do your sellers produce consistent quotes, proposals and pricing? If not, you’re dealing with inconsistency, and that’s a pain.

The Solution

IT Services Management

Standardisation

A common way of working and optimised processes will not only be department wide, but also business-wide and across branches and locations. This will increase collaboration across all parts of the business.

Self-service and self-help

Self-service gives people an extremely cost-effective way to resolve common IT incidents or fulfil common requests without logging requests or issues, therefore not requiring help from IT or customer service teams. This gives customer service teams more time to deal with the more severe technical issues or requests. ITSM supports two key processes that move organisations towards a self-service model: Service Catalogue and Knowledge Management.  

Increase productivity

With standardised processes, IT team members or customer service teams always know what they’re doing or what they should be doing next. When your employees can work in a systematic, standardised way, resolving issues quickly, it means they can be more efficient, reducing time on each individual task. 

 

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