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IT service management

A working digital service needs processes that keep IT organised, so we set up the service desk, processes and tools that make your IT services visible and measurable.

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Problem

01

Requests arrive by email, chat and corridor conversation. Nobody can say how many problems are open, how long they take or which ones keep returning. Good people spend their time chasing work instead of fixing it.

Outcomes

  • One place to raise, track and report requests and faults.
  • A service catalogue with clear priorities.
  • Processes that match how the team really works.
  • Reports that show how each service performs.
  • Teams who can run the processes themselves.

Scope

In scope

  • Service desk design and set-up.
  • Process design for requests, incidents, problems and changes.
  • Service catalogue and priorities.
  • Tooling configuration.
  • Reporting and service reviews.

Not included

  • Software licences. We can recommend options.

Training and enablement

Systems only stay healthy if people know how to run them. We train your teams and write the guides they need, so they can run and change systems themselves.

  • Role-based training for service desk and support teams.
  • Runbooks and quick-reference guides.
  • Hands-on handover sessions.
  • Refresher sessions after go-live.

Approach

  1. Discovery

    We look at how requests, faults and changes are handled today and where work gets stuck. We then agree the services, priorities and reports you need.

  2. Delivery Planning

    We design the service desk, processes and service catalogue with the people who will use them, and plan the rollout in stages.

  3. Build and Test

    We configure the tooling and test each process with the team, from a request being raised to it being closed and reported. Before go-live, you get the test results, and a named person decides whether to go ahead.

  4. Operational Readiness, Hypercare and Closure

    We launch the service desk with the team, train users and check how the processes work in live use. We provide extra hypercare for the first few weeks, hand over and close the work with your sign-off.

Deliverables

Service catalogue and priority rulesProcess descriptions for requests, incidents, problems and changesConfigured service desk toolingReporting pack and dashboardTraining materials and guides

Technologies

Reporting: Power BIService management tooling: Jira Service Management or Azure DevOps, or the tool you already useFrameworks: ITIL 4 practices, adapted to the size of your organisation

Controls

Every request and fault has an owner and a priority.Processes are documented and reviewed at least once a year.Reports are checked against the tool's own data.Changes to a process follow an approved change route.

Frequently Asked Questions

Do we need a new tool?

Not always. We start with what you already use and recommend a change only if it is needed.

Can you run the service desk for us?

Yes, as part of a managed service. We can also set it up for your own team to run.

Which frameworks do you work to?

We use ITIL 4 practices as a reference and adapt them to your size. We do not impose process you do not need.

Is IT work hard to see and measure?

A Technical Audit reviews how your IT services are run, supported and reported in 10 to 15 working days and gives you a prioritised remediation plan.

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