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IT Service Management

IT Service Management (ITSM) continues to be a key aspect for all organisations, with an efficient and effective service enabling customer satisfaction and driving value. However, when deploying, running or improving an ITSM service, organisations can face several challenges:

However, when deploying, running or improving an ITSM service, organisations can face several challenges. 


Poor end-user experience

Slow response times, manual processes/lack of automation and insufficient standardisation can all contribute to a poor user experience. 


Inability to integrate or change services  

Insufficient expertise to establish new sources or insource/outsource existing services can lead to duplication of resources and wastage. 


Ineffective Asset Management

Unsuitable tooling, no approval processes and poor oversight of the overall estate can mean inappropriately equipped users and spiralling costs.


Lack of comfort around security and governance

Ineffective risk management, undefined KPIs and end user awareness can mask vulnerabilities leading to security breaches, failed audits, fines and negative reputational impact.

Our Services

Mismatch of IT and business requirements

IT's lack of understanding of business needs leads to misalignment of business requirements undermining service effectiveness. 


Not adapting to modern ways of working

Inability to evolve could lead to inefficient practices, decreased productivity, poor communication, higher risks and negatively impact overall organisational performance.

Service Management

A comprehensive and defined framework to assess Service Management processes transforming application through best practices and in line with your ITSM strategy

1

Team and Structure

Creating an effective team and structure as the foundation of the service.

Requirements
  • Define business requirements
  • Understand the userbase
  • Identify key stakeholders 
  • Understand skills gaps

Responsbilities and structure 
  • RACI
  • Escalation paths
  • Internal and external collaboration
2

Practices

Establishing suitable process and practices that underpin the service. 

Processes
  • Maturity assessment
  • Process requirements, gaps and duplication
  • Standardise user experience

Patterns and accelerators
  • Pattern creation

Policys
  • Identify policy gaps
  • Security policies
  • Business/IT policies
3

Tooling

Utilising the correct tools to increase productivity and improve efficiency, security and control.

ITSM Tooling
  • Suitable ITSM tool
  • Service catalogue requirements
  • CMDB
  • Integration with third-party tools

Automation
  • Automate processes
  • Introduce AI
  • Monitoring and alerting
4

Suppliers

Working with suitable suppliers to meet business and user requirements as well as effectively onboarding/offboarding services as requirements grow and change. 

Assessment
  • Review suitability of suppliers
  • Review SLAs of suppliers
  • Review costs of suppliers

Onboarding / offboarding
  • Procurement process
  • Integration
  • SLAs
  • Identify skills gaps
  • Capitalise on existing internal expertise
5

Continual Improvement

Collaborating with suppliers to meet business and user requirements, and efficiently managing service onboarding/offboarding; adapting to changes and integrating modern practices to stay competitive. 
. 

Assessment
  • Lessons learned
  • Opportunities for improvement identified through reporting
  • Process and policy reviews
  • Customer experience

Modern ways of working
  • Monitoring trends and latest market
  • developments
  • Upskilling
  • Automation
  • Introduce AI​​​​​​​

Governance and Assurance

Strategy  | Service Design | Communication and Collaboration | Reporting and Management Information | Risk Management

What does Airwalk Reply bring? 


Cost efficiencies

Focus on achieving high quality results through efficiency driven savings. 


A dynamic and flexible team

A highly motivated and certified team ready to delve into the detail. We build a trusted relationship with the client to produce a tailored roadmap. 


Recognised methodologies

We leverage industry standards and proven frameworks (ITIL, Gartner etc) respected for their effectiveness and widespread adoption


Industry expertise

Extensive knowledge refined through years of hands-on experience and continuous development


A successful track record

Demonstratable reliability and excellence across a history of successful programmes with consistent positive outcomes.


Value-add solutions

Use data-driven outcomes to identify best-fit solutions to elevate your ITSM and meet strategic goals

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