IT Service Management

Agent augmentation can reduce call-handling time by an average of

3.5 minutes

Industry best-practice ITIL processes ready to go in a single integrated platform

When employees get their issues resolved right first time, and with minimum wait time, they can get back to work immediately rather than getting stuck waiting for service. Call-handling time is reduced significantly, reducing the the cost per call.

Servicely boosts productivity with a ready to use ITSM solution delivered out-the-box with a pre-configured ITIL Service Desk. Our embedded AI functionality enables Servicely to automate self-service requests and augmented service agents with next best action to deliver industry leading ITSM automation. ITIL processes work to align departments – IT and business – ensuring they act as one seamless and productive whole. A single system of record gives service agents all the information they need from one destination to resolve issues faster and restore service in record time. No more swivel chair.

ITIL processes work to align departments – IT and business – ensuring they act as one seamless and productive whole.

Self-learning AI

Trains the platform as you work

Service agent augmentation

Helps agents resolve issues faster with predictions and actions based on most likely need.

Best-practice ITIL templates

Rapid adoption and use

Service agent augmentation kicks in where other systems stop

The platform not only captures all the valuable data relating to actions that service agents through to employees perform daily, but also learns from these actions while adding insights to the knowledge bank that is then used to intelligently predict and guide the users on future actions. This means faster resolution with issues being solved in minutes rather than days, better service experiences for all, and lower risk. We’ve proven that agent augmentation can reduce call-handling time substantially – an average of 3.5 minutes a call.

Incident Management

Restore service disruptions in record time using agent augmentation and next best action recommendations

Problem Management

Reduce reoccurring disruptions with root cause analysis while keeping employees informed with known errors and work arounds

Change Management

Stop production outages with controlled change and release processes using service model to perform risk and impact analysis

Request Management

Intuitive self-service portal with catalogue for common requests and virtual agent to assist employees interactively

Asset Management

Understand your IT landscape, where Assets are deployed, who they assigned to and which ones are nearing end-of-life, including contract management

Service Level Management

Deliver service in-line with service commitments while monitoring service delivery from 3rd party suppliers. Track business KPI’s.

Under the hood

Pre-configured industry best-practice ITIL processes mean faster configuration and rapid deployment and adoption. Administrators and business users can automate any end-to-end process, enhancing business value and lowering operational costs. End-to-end visibility from a single portal offers enhanced customer experiences; active tracking and monitoring of equipment and employee time; an improved view of business functions; and better data analysis and planning so organisations can jump on opportunities in real time. Servicely enables organisations to adapt and grow at the speed of business.

Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.

Max Wang, Head of Assurance and Service Management, Servicestream

Need process agility that keeps up with the speed of business? Talk to us.

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FAQs

  • What is IT Service Management?

    IT service management (ITSM) refers to how IT teams deliver IT services to customers. This includes processes and activities to design, create, action, and support a wide range of IT services for customers.

    Servicely transforms traditional ITSM through automation, self-learning AI and a range of service management processes.

  • What is the difference between ITIL and ITSM in ServiceNow?

    ITIL stands for IT Infrastructure Library and is a series of documents that provide a framework for building ITSM solutions. ITIL is simply the framework that allows you to provide your IT services to your customers.

    You probably know that your IT infrastructure can be more efficient and function better when you follow recommended ITIL processes.

    Well, Servicely can take this efficiency to the next level with our IT service management and ITIL service desk automation. ITIL processes work to align departments – IT and business – ensuring they act as one seamless and productive whole.

  • What is a workflow in ITSM?

    You probably know that workflow automation in ITSM is the process of automating a sequence of events, such as routing, information sharing, data collection, simplifying tasks and streamlining how people and IT interact.

    Servicely takes ITSM workflows to the next level through integration of self-learning AI, service agent augmentation and rapid adoption and use of best-practice ITIL templates.

  • How do you automate service desks?

    You automate service desks by shifting the responsibility of handling repetitive and simple tasks away from team members through implementation of automated workflow processes. ITSM automation isn’t only useful for IT help desks, it can also help employee workflows and align internal departments.

    Servicely can automate your service desk with a low-code platform and through ITIL service management processes.

Why Servicely?

Self-learning AI

that gathers information, learns, predicts and offers best actions for speedier issue resolution

A low-code platform

with embedded AI that handles complex processes with ease

One destination with full visibility

from IT through to every business function

More intelligent self-service

delivers stand-out employee and customer experiences

Application of service management processes

throughout the business for enhanced efficiencies

Fast implementation

typically 5-10 days, with measurable ROI in just weeks