USM
Unified service management
A consistent service experience for users and clear processes for your teams. We help you structure and develop IT and business service management.
Your needs
- Requests, incidents, problems and changes.
- Service catalogues, workflows and user portals.
- Assets, CMDB, service levels and performance indicators.
Solutions to consider
Services and processes
Organise incidents, requests and changes around a clear point of contact. A service catalogue and approval workflows make service commitments easier to understand.
Assets and context
Connect tickets to assets and the CMDB to understand incident impact. Service metrics help identify friction and improvement opportunities.
Technology that fits
ServiceDesk Plus · AssetExplorer
Functional scope and deployment options depend on the products, editions and project requirements.
Working with SKYTEK
Process workshops, catalogue and workflow design, data migration, integrations, team enablement and continuous improvement.
Clarify the user journey
Separate incidents, service requests and changes. Define useful form fields, necessary approvals and responsible teams. The portal should make both submission and fulfilment easier.
Connect processes and operations
Set priorities using impact and urgency, then define escalations and response commitments. Organise knowledge and asset data quality before expanding automation.
What we build with you
An initial service catalogue, approved workflows, an escalation matrix and role-based dashboards. Acceptance testing follows requests end to end, from the portal to closure, with the teams that will operate the service.
The scope, deliverables and engagement terms are defined in the services proposal. Features and deployment options depend on the products and editions selected.
Let’s define the next step.
Share your context, priorities and environmental constraints. Together, we can define the scope to investigate.