ITIL Process Alignment and Optimisation
The Freshservice ITSM Tool aligns perfectly with the ITIL framework supporting your business in providing world class Operational Support servcies to your customers.
We are certified as Masters in ITIL and therefore ensure that the process flow within Freshservice is perfectly aligned to the ITIL framework, utilising automation and AI to enhance and optimise the system.
AI Integration
Freshservice includes the Freshworks 'Freddy' AI co-pilot.
We will link the AI throughout the Freshservice modules to ensure that you receive the full value of AI, with generative learning for your own support requriements.
Add FreshChat and Chatbots to elevate 'service' into 'self service'
Workflow Automation
The most powerful configuration of any ITSM tool is the automation that can make vast reductions in the time spent from agents in handling tickets.
We have extensive experience of assessing all incoming workloads and providing robust automation in order to reduce repetitive tasks and ensure correct prioritsation and assessment of tickets.
Change Management
Our repository of Change Management Standard Operating Procedures (SOP) is available for customers to adopt and have implemented within their own Change lifecycle, or we can adapt the Freshservice Change lifecycle to align with your own SOP.
Either way our approach to configuring Change Management in Freshservice will ensure that whether it be gaining a handle on changes within your systems or navigating the Change Approval process our tested automation flow will reduce the time required for technical staff and Change Managers in ensuring changes are captured and authorised.
DevOps integration
Is there a disconnect between Development and Operations teams?
Do you Developers use different systems to track work items and progress?
With Freshservice integration in DevOps systems the communication between the Development and Operations teams becomes transparent and automatic. Updates from each team is simply added to Work Items or Tickets, reducing the requirement to traverse between systems in order to maintain up to date progression.
Managed Service Provision
Whether providing Service Management for a single customer, multiple departments or multiple customers our experience of implementing Freshservice as an MSP allows for the flexibility of different configurations across different customer groups.
- Assign different Service Level Agreements to different customers.
- Utilising workflows to only have SLA clocks active during geographical time zone hours.
- Create Analytical reporting for individual customers and departments.
The Problem with Problems
Root Cause Analysis and resolution is one of the most crucial arts to embody as a Service Provider.
Out of the box Freshservice does not provide customers visibility of Problems. Customers do want access to Problem status and progression, as they also determine the impact of such problems and the required workarounds.
With 25 years experience of Problem Management we have used alternative thinking to provide such visibility to customers, using associated Knowledge Articles as templates for Problems.
24/7 'eyes off' Monitoring
Systems require 24/7 availability and monitoring, but is there a genuine requirement to have staff staring at dashboards?
Via the in built On Call Shifts, Notification features and Automation within workflows we have developed a process that maintains the service response to out of hours events and customer tickets, and reduced incurred costs.
- Using Shift notifications technical staff can be 'on call' and be notified for important events, reducing the need for dedicated teams out of hours.
- With clever usage of workflows, scenario automation and notifications end user tickets out side of hours can be reacted to and resolved.
It all links together
Incidents, Problems, Changes, Releases - What is the cause and what is the impact?
Proper implementation of field management, associations and workflows will ensure that you identify any Releases or Changes that may be causing incidents, or that you align your incidents and problems to a scheduled change or release. Either way around the associations help maintain the process flow.
And with AI included then any new tickets are quickly identified by 'Freddy AI' as being linked to Problems and Changes ensuring teams have the full level of detail at their fingertips for accurate response and resolution.
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