IT Service Management
Service desk, SLA, ITIL — IT run as a service, with clear commitments, trackable requests and regular reporting.
- < 4 hSLA response
- 24/7monitoring and support
- 50companies work with us
IT run as a service, not as a string of emergencies
When requests arrive by phone, chat and in the corridor, some of them get lost, priorities are set by whoever pushes hardest, and nobody knows how long it takes to solve a problem. The result is frustration on both sides.
We introduce a single point of contact, clear rules for priorities and SLA, and ITIL processes sized to your organisation. We can run the service desk for you entirely, or help your own team work this way.
Why choose infoService
The same team that takes your requests is responsible for resolving them within the agreed times.
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Faster resolution
Every request has a priority and an owner, so it does not wait until someone remembers it.
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Controlled changes
Changes to your systems are planned, approved and documented, so they do not cause new problems.
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Clear commitments
An agreed SLA for response and resolution, which we report against.
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Processes that grow with you
ITIL practices are introduced gradually, and only as far as you actually need them.
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One team all the way
From logging a request to resolving it — no hand-offs between providers.
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Transparent reporting
Regular reports on requests, incidents, SLA performance and recurring problems.
From the first call to a working service desk
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Analysis
We review how requests are received and resolved today, and which systems and users are involved.
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Proposal
A service model, priorities, SLA and processes that fit your organisation.
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Delivery
We set up the ticketing system, the service catalogue and the processes, and introduce them to your users.
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Support
Service desk under SLA, incident response and continuous improvement of the processes.
Frequently asked questions
Cannot find an answer? Write to us — we reply within the business day.
Do we need to adopt all of ITIL?
No. ITIL is a set of good practices, not a mandatory standard. We introduce the processes that bring value at your size and way of working, and develop them over time.
How is the price formed?
It depends on the number of users and systems, the service desk hours and the agreed SLA. After the analysis you get a concrete proposal.
Through which channels can requests be raised?
We agree on them together — for example a portal, email and phone. What matters is that every request lands in one system and can be tracked.
Can you work alongside our in-house IT team?
Yes. We can handle first-line support while more complex cases stay with your team, or the other way round. The split is described in the SLA.
Ready for us to take on your IT?
Describe the project or the challenge in a few lines — we come back with concrete steps, not a generic quote.
