Service Management

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Ensuring your company an effective and innovative organisational structure requires identifying processes and practices to guarantee the best user experience to all staff resources.

Service Management provides standardised and qualitatively measurable services to your company. Governance systems for applications, processes, resources and infrastructures are designed to adopt a proactive and strategic approach, where IT is an intermediary in service provision and a key actor in defining and promoting company development.
Service Management can in effect be defined as the combination of organisational tasks and activities designed to provide users and customers with a high-value service.

To guarantee the value and quality of your company’s services, you must adopt a truly strategic and effective approach.

Service providers must now focus on quality and on their relationships with customers.

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    HelpdeskAdvanced

    HelpdeskAdvanced is an-ITIL v3 compliant web- and mobile-based solution which governs services across all organisational areas in which Service Management is a key factor in successfully achieving corporate objectives, operating effectively and to high quality standards.

    HelpdeskAdvanced is based on the automation of processes, supporting different strategic service governance scenarios thanks to automation and enhanced configurability of IT and Business processes.

    With HelpdeskAdvanced, you can offer your customers the best User Experience and one they can benefit from on a daily basis, facilitated by tools, channels and interfaces, as well as the mobile app, offering the main Service Management functionalities, any time, anywhere.

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  • BUSINESS SERVICE MANAGEMENT

    Reach your business goals by improving quality and efficiency. Add value to your Business through targeted strategic services, aligning business needs to IT priorities.
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  • CUSTOMER EXPERIENCE

    Become a customer-oriented business and increase customer trust and loyalty. Offer people a positive and engaging Brand experience, and increase your business. It is not simply a question of “what”, but rather “how”.
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  • CUSTOMER SERVICE MANAGEMENT

    Govern support service effectively, responding to the real needs and expectations of your customers. Enrich their experience and improve customer satisfaction and loyalty.
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  • FACILITY SERVICE MANAGEMENT

    Achieve your company objectives, rationalising operations, productivity and cost control by standardising activities. Define and optimise processes that encourage business growth strategies.
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  • HR SERVICE MANAGEMENT

    Enhance services dedicated to HR to improve staff productivity and increase their level of satisfaction. Optimise business and organisational dynamics using a collaborative cross-channel approach.
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  • IT SERVICE MANAGEMENT

    Optimise the value of your IT aligning it to your business needs. Provide a system to guarantee high quality standards in the services provided, optimising management costs and time and improving User Experience.
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What do you need for your Service Management?

Choose the functionality you would like to explore further

  • ASSET MANAGEMENT

    Optimise Asset life cycle management, with increased efficiency in service provision to users as a result, offering the ability to view and monitor the whole portfolio of available resources.

  • CHANGE MANAGEMENT

    Deliver a rapid response to Business and IT change requests, aligning services to corporate development and innovation needs, and improving the quality of changes implemented.

  • CONFIGURATION MANAGEMENT DATABASE

    Integrate and coordinate data and information linked to all Configuration Items in the company infrastructure.

  • CUSTOMER PORTAL

    Simple and user-friendly, users can benefit from this intuitive portal to request services, consult FAQs, news and the Knowledge Base, and interact in real time.

  • EVENT MANAGEMENT

    Preventive control actions on performance standards thanks to the monitoring and interpreting of alerts for all Events in the infrastructure.

  • INCIDENT MANAGEMENT

    Resolution of all malfunctions in the shortest time possible, thanks to process automation, service levels and centralisation of communication within a single system.

  • KNOWLEDGE MANAGEMENT

    Better service quality and user satisfaction, and reduced management costs made possible through access to reliable and up-to-date information on service management.

  • LIVE CHAT SUPPORT

    Dialoguing tool for online customers and users, offering several channels of support and personalised services, delivered direct and in real-time to provide people with a positive and valuable experience.

  • PROCESS AUTOMATION

    Automation of key Service Management processes, offering clear benefits in terms of performance, cost reduction and increased flexibility in the face of changing IT and business needs.

  • PROBLEM MANAGEMENT

    Prevention of recurring Incidents and malfunctions, for the purpose of reducing the negative impacts of infrastructural service interruption on business.

  • PROJECT & RESOURCE MANAGEMENT

    Management of projects using Gantt charts in which single tasks and sub-tasks are associated with relevant resources, to optimise operations and plan the progression of processes managed.

  • RELEASE MANAGEMENT

    Issuing and implementation of Releases related to requests for change within the company, adding value to the service requested.

  • REPORTING & ANALYSIS

    Monitoring of all key information to measure service performance, and to evaluate IT governance operations and quality levels through the analysis of important indicators.

  • SERVICE CATALOG

    Intuitive mapping of the available Services. Respond to users’ demands in terms of speed, availability and immediacy, and to the necessity for IT to optimise and streamline service provision.

  • SERVICE LEVEL MANAGEMENT

    Guaranteed achievement of measurable, agreed objectives in service provision. Maintenance of pre-established levels improves relationships and communication with users.

  • SERVICE PORTFOLIO MANAGEMENT

    Optimise Service value through the definition of a portfolio that considers optimal levels of return on investments in relevant services.

  • USER EXPERIENCE

    Enriched User Experience, based on customer-oriented Service Management and new collaborative, social and cross-channel dynamics.