IT Service Management

IT Service Management

IT Service Management - ITSM

Improve IT Service Management Efficiency Through WorkFlow Automation 

 

CTMS can strategically enable your business to fulfil end to end workflow-based service management activities that range from straight forward service desk operations to more complex and configurable service management workflows built on industry standards. Our Service Management solutions, which can be deployed on-premise, via SaaS or using both approaches (hybrid method) allow you to take control of your infrastructure with end-to-end change release configuration management workflows and best practise templates, letting you monitor and manage your assets from a single console view.

CTMS can help you rapidly deploy a solution that will transform your support teams from tactical service providers to a strategic business enabler. We will help you to improve day to day operational effectiveness and increase the agility of your business to deliver service management and business alignment.

We will enable you to address the critical areas of IT Service Management including:
  • Incident management
  • Problem management
  • Change management
  • Release management
  • Knowledge management
  • Customer self service and service catalogs
  • Customer satisfaction surveys
  • Configuration management (CMDBs)
  • Service level management
  • Field service
  • Workflow automation

 

CTMS offers you flexible technology solutions and process management improvement services for Helpdesk management. Our helpdesk technology solutions are designed from the ground up to provide you with the flexibility and innovation you require in terms of customisation, workflow and third party integration either as an on-premise, SaaS or hybrid solution. We can help you to quickly implement and deploy a service desk to manage any type of incident.

We also offer you packaged services to help you achieve world class service delivery through key process re-engineering. We help you to achieve more from your existing service desk technology by reviewing your current processes and business goals then working with you to make the changes that matter for delivering real world IT performance management.

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Service Catalogue

Automated Self Service Request Catalog


CTMS can provide your users with a request catalog solution for all types of services which can be ordered via a self service web portal.  You can use the service catalog to provision new employees, install software, activate new devices and fulfil any other type of service request with an easy to configure portfolio of service offerings.

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IVR - Interactive Voice Response

Voice Activated Work Flow for Service Requests


Voice is the foundation for a cost effective, customer pleasing communications strategy. Whether you manage a single office, direct a global work group, or manage a call centre for a large service management organization, the completely integrated, voice enabled service management solution will support your communication needs. Replace or extend expensive and limited proprietary telephony hardware with a standards-based software solution that optimizes equipment choices, deploys rapidly, integrates seamlessly, and easily aligns with changing business processes, demand, and staffing. Increase service levels and productivity, while lowering costs with a fully integrated contact centre-service management solution.

CTMS can provide you with a Help Desk or Service Management solution which can provide you with extended service hours to provide 24x7 support with 8x5 staff using voice automation. Deliver a better customer experience by phone-enabling the service management solution. Improve call handling with complete ACD, IVR, skills-based routing and screen pop features.

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