Effectively governing your IT services is a key process that concerns the entire organisation. IT investments must generate value for the company, meet the needs and adapt to the changes of the business, correctly manage risks and guarantee high standards of quality in the services provided. IT Service Management supports your organisation in aligning IT and business, ensuring that your company’s IT provides reliable services and solutions to meet the real needs of the business.

Automate and simplify all the processes governing IT services and generate value for your users, so that they can benefit from prompt, quality, personalised services, optimising their user experience. Enhance the tools used by your IT staff and improve their productivity.

For your IT Service Management

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    HelpdeskAdvanced allows your IT department to manage its services in the best possible way, providing reliable and measurable solutions that always meet your business needs.

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If you use HelpdeskAdvanced for IT Service Management:

YOU HAVE GREATER CONTROL

Control IT costs and monitor their measurability.

YOU SIMPLIFY WORK FLOWS

Provide self-service tools that simplify service requests.

YOU ARE MORE EFFICIENT

Enhance the efficiency of your IT team, as well as user satisfaction.

YOU AUTOMATE PROCESSES

Streamline and speed up service provision using automated processes.

What do you need for your IT Service Management?

Choose the functionality you would like to explore further

  • ASSET MANAGEMENT

    Optimise Asset life cycle management, with increased efficiency in service provision to users as a result, offering the ability to view and monitor the whole portfolio of available resources.
  • CHANGE MANAGEMENT

    Deliver a rapid response to Business and IT change requests, aligning services to corporate development and innovation needs, and improving the quality of changes implemented.
  • CONFIGURATION MANAGEMENT DATABASE

    Integrate and coordinate data and information linked to all Configuration Items in the company infrastructure.
  • CUSTOMER PORTAL

    Simple and user-friendly, users can benefit from this intuitive portal to request services, consult FAQs, news and the Knowledge Base, and interact in real time.
  • EVENT MANAGEMENT

    Preventive control actions on performance standards thanks to the monitoring and interpreting of alerts for all Events in the infrastructure.
  • INCIDENT MANAGEMENT

    Resolution of all malfunctions in the shortest time possible, thanks to process automation, service levels and centralisation of communication within a single system.
  • KNOWLEDGE MANAGEMENT

    Better service quality and user satisfaction, and reduced management costs made possible through access to reliable and up-to-date information on service management.
  • PROCESS AUTOMATION

    Automation of key Service Management processes, offering clear benefits in terms of performance, cost reduction and increased flexibility in the face of changing IT and business needs.
  • PROBLEM MANAGEMENT

    Prevention of recurring Incidents and malfunctions, for the purpose of reducing the negative impacts of infrastructural service interruption on business.
  • PROJECT & RESOURCE MANAGEMENT

    Management of projects using Gantt charts in which single tasks and sub-tasks are associated with relevant resources, to optimise operations and plan the progression of processes managed.
  • RELEASE MANAGEMENT

    Issuing and implementation of Releases related to requests for change within the company, adding value to the service requested.
  • REPORTING & ANALYSIS

    Monitoring of all key information to measure service performance, and to evaluate IT governance operations and quality levels through the analysis of important indicators.
  • SERVICE CATALOG

    Intuitive mapping of the available Services. Respond to users’ demands in terms of speed, availability and immediacy, and to the necessity for IT to optimise and streamline service provision.
  • SERVICE LEVEL MANAGEMENT

    Guaranteed achievement of measurable, agreed objectives in service provision. Maintenance of pre-established levels improves relationships and communication with users.
  • SERVICE PORTFOLIO MANAGEMENT

    Optimise Service value through the definition of a portfolio that considers optimal levels of return on investments in relevant services.
  • USER EXPERIENCE

    Enriched User Experience, based on customer-oriented Service Management and new collaborative, social and cross-channel dynamics.