IT Service Management

Empower your IT team to deliver efficient, scalable service with IT Service Management

Unlock The Power of Effective IT Service Management for Your Business

40%
increase in service desk productivity
60%
of requests resolved via AI-assisted self-service and automation
300%
faster resolution times

Give End-Users Instant 24/7 Support With AI-Led Self Service

Servicely’s AI-powered self-service offers instant support around the clock. It handles common IT issues, like password resets and session unlocks, and escalates more complex problems to the right team, all without needing human intervention. With AI-led assistance, users get the help they need, whenever they need it.
ITSM incident record displaying the AI copilot automatically categorising the ticket and recommending remediations.

Accelerate IT Agent Productivity With A Generative AI Copilot

Servicely’s AI copilot helps IT agents work faster and smarter by automating tasks like classifying incidents, finding similar issues or knowledge articles, and suggesting fixes. It can even handle the fixes and summarise incidents, so agents can focus on more important tasks. With AI lending a hand, your team gets more done in less time, making their workday smoother and more efficient.

Manage Your IT Team’s Workload And Automate Low-Value Labour

Servicely automates routine tasks, freeing up your IT team to focus on high-priority work like digital transformation, security, and innovation. Boosting productivity and allowing your team to focus on what really matters.

Aligned With ITIL Best Practices

The ITIL® framework outlines best practices for IT service management (ITSM), originally established by the British government in the 1980s to define the services and processes within ITSM. Now owned by Axelos, ITIL continues to set the standard for IT service management worldwide. Servicely was designed with ITIL in mind, ensuring alignment with all key elements that fall under the IT team's responsibility, allowing you to follow industry best practices for efficient service management.

How servicely transforms your iT service management

Shift IT service left

Accelerate resolution by shifting service left, empowering Level 1 agents to resolve issues without the need for costly escalations to higher-tier support.

Integrate across your business applications

Seamlessly integrate IT service with your other business applications.

Low-code/no-code workflow builder

Build custom workflows easily with low-code/no-code tools.

Reduce IT service costs

Lower IT service costs by improving efficiency and automating processes.

Omnichannel communication creation

Enable omnichannel incident creation and communication for better customer engagement.

Manage IT workload on one platform

Manage all IT workload on one platform, integrating with SecOps, Risk Management, and ITAM.

Shift IT service left

Accelerate resolution by shifting service left, empowering Level 1 agents to resolve issues without the need for costly escalations to higher-tier support.

Key Features of IT Service management

Incident Management

Quickly track and resolve incidents to minimise disruption and restore services as fast as possible.

Problem Management

Identify and address the root causes of recurring issues to prevent future incidents and improve service quality.

Change Management

Easily manage and track changes to your IT environment, ensuring smooth transitions and reducing risks.

Request Management

Streamline and automate requests, providing efficient and timely service to users while improving satisfaction.

Configuration Management Database (CMDB)

Centralise and manage all IT assets and configurations, ensuring accurate and up-to-date information for better decision-making.

Virtual Agent

Empower users with a 24/7 virtual assistant that handles common issues, answers questions, and escalates when necessary.

AI Copilot

Boost agent productivity with AI-driven insights and automation, allowing them to resolve issues faster and smarter.

Service Catalogue

Provide a user-friendly service catalogue to help your team easily request the right services and track their progress.

Self-Service Portal

Enable users to resolve issues and submit requests independently, reducing dependency on support teams and speeding up resolution.

Service Level Agreements

Ensure transparency and accountability with clear SLAs that track response and resolution times for every service request.

Knowledge Management

Organise and share knowledge across your organisation, empowering users and agents to quickly find solutions and insights.

Time Tracking

Track time spent on tasks to improve resource allocation.

See the Servicely platform

Learn More
We couldn’t be happier with the platform and service from the team at Servicely. We’ve had amazing feedback on our service from our customers, our partners are loving the tighter communication, and our support team are having a much easier time managing their workload. We came to Servicely to support the growth of our managed services, and they’ve given us the ability to respond faster, make data-driven decisions, and continue to grow as specialists in digital signage network operations.
Josh Day
Director of Digital Assets
Design to Production

FAQs

What is IT Service Management (ITSM)?

IT Service Management (ITSM) is the set of processes used to design, plan, deliver, and manage end-to-end IT service delivery within a business. ITSM includes a range of processes for different types of services including; incident management, problem management, change management, request management, CMDB, and service level management.

An ITSM platform is a technology system (usually cloud-based) used a a system of record and action for managing IT services.

What is ITIL?

ITIL® (Information Technology Infrastructure Library) is a set of best practices for IT Service Management (ITSM) that helps businesses align their IT services with business needs. ITIL provides a framework for how these services should be setup and delivered to improve their delivery, efficiency and customer satisfaction.

ITIL was created by the British Government in the 1980s to establish a set of standards to improve IT performance. Axelos, a joint venture between the British Government Cabinet Office and Capita, acquired and now owns ITIL.

ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

How is Servicely different from other ITSM platforms?

Servicely provides fully-equipped ITSM capabilities out of the box, giving IT teams the ability make the jump into an ITSM with ease or migrate from an existing ITSM. While there are other platforms with similar ITSM capabilities, ITSM is just a small aspect of what Servicely can do.

Servicely is a highly configurable and flexibility service management, workflow automation and AI-native platform. The Servicely platform can be configured to handle so much more than ITSM and allows businesses transform and elevate the service management of teams across the entire business, moving towards an Enterprise Service Management experience.

What are the benefits of an ITSM platform?

Using and ITSM platform like Servicely creates a single system of action and record for your IT team to deliver services on, while also providing a 24/7 self-service portal for end users. This can have a massive impact on your business, including:

  • Improving service quality and performance
  • Improved response and resolution times
  • Improve IT team productivity through use of AI and automation
  • Reduction in manual work
  • Increased employee satisfaction and productivity
  • Reduced IT service costs
  • Shift service left - from L2/L3 to L1 and from L1 to self-service using AI 
How can i migrate my ITSM to Servicely?

In our experience the migration from another service management platform to Servicely is far easier than most customers anticipate. The reason for this is two-fold, firstly Servicely is delivered with a high level of ITIL aligned pre-configuration, meaning much of the configuration you require is there out the box. Secondly, Servicely is a no/low-code platform, this means even if you have done complex configuration on your current platform, this can easily be migrated to Servicely.

Migration effort is significantly less than what you would think, your current platform instance is effectively the blueprint of your requirements, our team are well versed on a range of service management platforms and are able to easily and quickly understand your current configuration and migrate this to Servicely configuration.

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