ITSM and Service Management
Incidents, requests, problems and changes handled with process and history. Whoever takes tomorrow shift finds today record.
When a ticket gets lost, the history goes with it.
When a ticket gets lost, it is not only the ticket that gets lost. It is the trust of whoever opened it, the history for whoever picks it up next, and the chance to find out that the same problem has already happened three times this month.
The service as it is, not as it is on paper.
Master starts by understanding how the service already works in practice, rather than how it should work on paper. From that picture come the catalogue, the queues, the owner of each flow and the priority criteria. Only then is the platform configured, because a good tool on a badly designed process just speeds up the confusion.
After the deployment, Master stays. It runs the platform, watches the queues, reviews what gets stuck and brings to the change board what needs to change. Every closed incident leaves enough of a record for the next shift to start knowing what has already been tried.
From process to platform.
- Design and deployment of service management processes
- Incident, request, problem and change management
- Service catalogue and service level agreements
- Operation of the ITSM platform
The technology is the vendor’s. The operation is Master’s.
The platform is BMC Helix. The process, the operation and the people who answer are Master.
People who care
Whoever answers your user is not a script: it is a trained person who knows the environment and knows when to escalate. Master builds that team in house, inside a Great Place to Work certified group, because a team that stays is what makes tomorrow shift already know what happened yesterday.
Information security
Tickets carry sensitive data. Role based access profiles, end to end audit trails and a retention policy are part of the process design, not of an annex nobody reads.
Respect for large operations
A large operation lives on discipline: a current catalogue, a queue with an owner, a change that goes through the board. That is what stops today exception from becoming tomorrow standard.
Let’s talk about your service management.
Tell us how tickets arrive and who answers for them today. Master comes back with a reading of the service and where to start.