Reimagine your organizations Service Management strategy
Create a unified service view across your organization
Organizations across industries are transitioning to being service organizations to deliver better service, resolve issues faster, and build lasting trust with their organization. By extending ITSM principles to departments across the enterprise, organizations can empower Dev, IT Ops and business teams to collaborate at high velocity to deliver services with speed and efficiency.
Central location to communicate downtime, incidents, and maintenance schedules
Speed up service delivery with flexible workflows and automations
Visibility and intelligence in optimizing service delivery processes
Your Partner for ITSM strategy and solutions
With the philosophy of “Service First” approach, MicroGenesis has formulated its ITSM practice, powered by Atlassian technologies to enable our clients leverage our expertise and solutions to fully modernize their IT and Service environment and accelerate business transformation across the organization.
SOLUTIONS
Transform your service desk into a modern, powerful and structured solution
MicroGenesis leverages its partnership with Atlassian to provides its open, collaborative ITSM platform that empowers Dev, IT Ops and Business teams to design, create and deliver great service experiences and processes.
Service Request Management
Service request management is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests and benefits greatly from enabling customers with knowledge and automating certain tasks.
Capabilities
- Task Automation
- Request management
- Request fulfillment
- Stakeholder communication
Benefits
- Automation of repetitive tasks
- Centralizing request management
- Standardized handling of request fulfillment
- Better communication with stakeholders
Incident Management
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
Capabilities
- Incident tracking
- Issue resolution
- Real-time reports
Benefits
- Track and manage your production incidents.
- Speed up resolution with powerful SLAs
- Intuitive UI and real-time reports
- Better communication—both internal and external
Problem Management
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Capabilities
- Problem investigations
- Incident Elimination
- Orchestrate changes
- Service improvement
Benefits
- Conduct problem investigations
- Eliminate recurring incidents
- Orchestrate changes to your production systems
- Promote continuous service improvement
Change Management
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk.
Capabilities
- Change process Framework
- Resource allocation
- Incident Elimination
- Streamline Workflow
Benefits
- Framework to manage the change process
- Prioritizing necessary changes to properly allocate resources
- Incorporating testing of changes, to avoid incidents
- Streamlining and improving the flow of changes
Knowledge Management
Knowledge management is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Capabilities
- Knowledge repository
- Intellectual capital
- Inspire collaboration
- Information exchange
Benefits
- Leverage the intellectual capital and assets
- Inspire brainstorming, collaboration, and big ideas.
- Aggregate team’s knowledge in a single repository
- Increase transparency with open and shared information
Enterprise Service Management
Enterprise Service Management is the extension of IT Service Management (ITSM) principles to enable better service delivery for business teams like Human Resources (HR), legal, facilities, marketing, and finance. Helps Business teams to streamline their workflows using customer service portal for improved Accountability within Business Functions.
Capabilities
- Customer Service portal
- Workflow automation
- Governance and control
Benefits
- Single portal for all service requests
- Workflow automation to drive efficiency
- Streamline control and governance
- Design a customer-centric service experience
SERVICES
Purpose-fit guidance and support for your ITSM Strategy
MicroGenesis provides ITSM Services backed by proven expertise and flexible options to help augment and accelerate your ITSM adoption and journey, whether you need strategy and planning help, solution development, project guidance, implementation services and ongoing maintenance or help analyzing upgrade needs and optimizing your existing environment. Discover which offering is right for you;
ITSM Consulting
ITSM Implementation
Integrations and Migrations
Custom Development
Consultant on Demand
Managed Service
How can we help in your ITSM Initiatives?
The core concept of ITSM is the belief that IT should be delivered as a service. It’s time to move towards approaches to ITSM that emphasize collaboration, ease of use, and faster value delivery. MicroGenesis the leading ITSM Solution Provider is here to give you all of the recommendations and resources necessary to transform your company into a high-velocity service organization.
- Discover Business Initiatives and Needs
- Assess existing ITSM processes and Systems.
- Define ITSM solution strategy and scope of work.
- Evaluate and recommend right ITSM solution.
- Develop project plan and implementation architecture.
- Procure, renew or upgrade your ITSM tools.
- Process and Tool Implementation
- Integrate/ Migrate apps into ITSM platform.
- Develop Custom workflows and dashboards.
- Application/ Service Enhancements
- ITSM Best Practice Guidance
- Provide ITSM Consultants on Demand
- Provide Application Support and Maintenance
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