IT Service Management is an increasingly complex undertaking. You need to manage and deliver services where and when they’re needed. You have to take a proactive rather than reactive approach to IT events. You must provide services on demand and manage changes and upgrades. And you have to deliver help desk support while enabling end-user self-service.
Emtec is a leader in Business Service Management (BSM) – delivering the tools and processes you need to bring a service level focus to your IT organization. We can help you begin with the development and deployment of a Configuration Management Database (CMDB) that will enable you to get a clear picture of the state of your IT infrastructure and critical business systems – and of who’s using what applications. Through a workshop format, our experts help you design a CMDB customized to your organization, including the tactical architecture, processes and integration of tools and technology.
Uptime is essential to service management. Our Proactive Event Management experts can help consolidate events from IT monitoring and management tools and links them to business services to shift IT focus from reacting to problems to proactively preventing them. We enable you to identify potential problems, assess impact, prioritize actions, and fix the problems often before users are affected – drastically improving staff efficiency and service availability while reducing risk.
Our consultants have vast experience in Service Desk Consolidation and Optimization. We devise comprehensive service support processes for both incident and problem management, providing visibility to key IT service metrics across the entire organization. Our service desk consolidation and optimization process enables you to rapidly and systematically prioritize resources and actions, decreasing call length, escalations, and resolution times. We assist you in integrating multiple service desk operations to ensure information is shared and acted upon. We also bring experience with implementing BMC Remedy On Demand - the ‘missing’ CRM component in legacy Remedy implementations that integrates other Force cloud apps and legacy Remedy ITSM;Expose client history in your service desk to sales/customer service via CRM.
Implementing a major new software release or an all-new service or application? Our proven Change Management Realization methodology provides the foundation for making a smooth transition and avoiding the costly problems that often accompany change. Our approach accelerates the pace and consistency of implementing changes, while minimizing risks and potential downtime and disruptions. Our controlled Release Management process can reduce change failures by up to 40%, lower the change to incident ratio by 10%, and cut the cost per change event by as much as 55% – all thanks to better planning and impact analysis and reduced testing time.
Want to enable End-User Self-Service to reduce the burden on your help desk? Emtec will help you develop a catalogue of services and automate service request processes for each. For some Emtec clients, this process has helped reduce service desk call volumes by 30%, while limiting service request times to those published in the service catalogue.
Service Management is not something that can be left to chance. Emtec brings certainty across your organization.
"As government relies more heavily on IT to conduct its business, the demands for IT support increase."
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"As today’s healthcare organizations struggle to achieve regulatory compliance and improve customer service, the demand for responsive, superior IT services has never been greater"
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