IT Service Management

Home / Services / IT Infrastructure Services / IT Service Management

Bank increases customer sat via optimized helpdesk with Emtec

Emtec’s managed L1/L2 helpdesk team increases first call resolution by 60%

Banking Institution Dramatically Increases

Customer Satisfaction by Optimizing their Helpdesk

READ STORY

Identify potential problems and assess the impact
of future changes before end users are affected.

IMPROVE EFFICIENCY

REDUCE RISK

Emtec’s Virtual CIO, managed IT and helpdesk services deliver highly mature service management model.

Law Firm Outsources IT to Emtec for

Superior Quality of Support and Cost Savings

READ STORY

ALIGN YOUR

DIGITAL ENTERPRISE

Optimize the end user experience by discovering
and leveraging the relationships between your
business and IT applications.

MONITOR THE STATE OF

YOUR BUSINESS TECHNOLOGY

Continually track the availability and performance of your infrastructure and critical business systems with IT service management.

Services we provide

Emtec delivers end-to-end IT Service Management (ITSM) solutions to support your Business infrastructure. We have expertise and vast experience in the following areas:

Asset Management
Change Management
CMDB/Configuration Management
Discovery/Relationship Management
Incident Management

Inventory Management
Knowledge Management
Problem Management
Release Management
Service Request Management

ITIL Best Practices and Alignment

Emtec’s advisory services drive the association between business activities and IT tasks and objectives through accurate mapping of resources – both infrastructure and applications. Best practices are driven by capturing the activities for each organizational resource.

End point management to identify IT assets
Capture business processes in service catalog
Analyze relationship between service catalog and documented IT services
Advise on services that can be minimized or eliminated

Best Practice

Implementation

ITSM Design, Implementation and Upgrades

Emtec delivers Digital Enterprise Ready, Service Management Platforms compliant with ITSM standards.

Implementation and upgrades with a focus on eliminating the crippling customizations inherent in older models
Deliver required functionality in an out-of-the-box platform, reducing the cost of support by over 40%

ITSM Support

Emtec provides an L1 Service Desk for ITSM software platforms, as well as functional and technical support of your ITIL based support processes.

L1 service desk, where we provide first call support. This addresses common technical support incidents and service requests related to the ITSM software.
Managed platform services where we provide functional and technical support of the ITSM platform and ITIL based support processes including Incident, Service Request, Asset, Supplier, Change and Configuration Management processes.

Support

WHY EMTEC?

Deep background in ITSM

Put our 20+ years of experience in ITIL, ITSM and Process Management best practices to work for you.

Proven Track Record

Our team are experts at identifying customizations in current systems that can be either improved or removed with easily supported, out of the box, ITSM software enabled ITIL processes.