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IT Service Management

Organisations that need to reduce IT support costs and risks or improve the quality of IT Services often turn to IT Service Management. Information Technology Infrastructure Library® (ITIL®) is the most widely adopted approach. It provides an ideal framework for delivering IT services to the business.

This has been the fastest implementation of any system I’ve ever seen, but when you consider the complexity involved the timescale was quite extraordinary.

Rob Gwatkin, Services Manager, William Hill

ITIL® provides a solid starting point

We offer your organisation a range of ITIL-standard IT Service Management options that will transform the way you work. Our focus is on joining-up silos to improve efficiency and reduce cost. We do this by making best use of the core ITIL concepts: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

A real world approach

But we don’t rely on theory alone. We use our extensive real-world experience and work closely with you to develop an IT Service Management platform to meet any and all of your requirements. Typically using ServiceNow as the underlying platform, our in-depth knowledge covers areas including:

  • Service Desk
  • Incident, Problem and Change Management
  • End User Self Service
  • Service Catalogue
  • CMDB
  • Asset Management

As the Service Integration And Management (SIAM) framework continues to grow in popularity, we are leading the way there too.

JumpStart Offering

With IT Service Management (ITSM) JumpStart from Engage ESM you can achieve faster ROI from your ServiceNow investment. By prioritizing the functional areas that really matter to you, we deliver faster time-to-value and initial return in just six to ten weeks.

Engage ESM deliver core features and a comprehensive set of options which follow best practice, creating a flexible solution based on your requirements. ITSM JumpStart combines best-in-class functionality with an iterative and agile approach; resulting in a low-risk implementation. Find out more here.


Case Study Examples

Engage ESM has 15+ years of experience delivering IT Service Management across various organizations. See our Case Studies page to find out more about our previous successes, and how we can help you with your digital transformation journey.

To learn more just drop us a line or call us on 0800 783 3040.