Banks and technology companies
IT service desk including asset management
Setting up IT service desks with integrated asset management in the Atlassian environment.
Consulting
ITSM & asset management
Improve service management processes, optimise workflows and keep track of assets across their entire lifecycle – based on best practices and with the right tools.
IT service management
Incident, request and change management based on best practices – standardised and automated for more efficiency and control.
Information security
ISMS, risk assessment and compliance with standards like ISO 27001 – closely linked to your service processes.
Asset management
Tracking, lifecycle and utilisation of your IT and physical assets – transparent and always up to date.
IT services that work
Benefit from our expertise in IT service management, asset management, incident and change management, and reporting. We optimise and standardise your ITSM processes – and automate them wherever it saves time and prevents errors.
The processes at a glance
- Incident management – record, prioritise and resolve incidents quickly, with clear responsibilities and SLAs.
- Service requests – standard requests such as access or hardware via a self-service portal with a service catalogue.
- Problem management – tackle recurring incidents at their root cause.
- Change management – plan, assess and approve changes so that operations stay stable.
- Asset and configuration management – know which systems exist, who owns them and how they are connected.
- Reporting – metrics on tickets, SLAs and workload as the basis for improvement.
How we develop your service management
Current-state analysis
We look at processes, tickets, roles and tools and find the biggest levers.
Design the processes
Service catalogue, roles, SLAs and workflows based on best practices such as ITIL – as lean as possible.
Set up the platform
Jira Service Management, SmartSuite or your existing tool – configured to fit.
Automate and connect
Automate routines, connect systems with Frends and populate the CMDB automatically.
With reporting and regular reviews, your service keeps getting better.
With the right tools
Whether Jira Service Management or SmartSuite: together with you, we choose the platform that fits your requirements and set it up so that service teams work efficiently and users get help quickly.
With Frends we also connect your service management to ERP, CRM and external ticketing systems – for centralised incident and request management without media breaks.
For a CMDB that keeps itself up to date, we merge the data from your systems automatically – see CMDB & data integration.
In practice
Frequently asked questions
Your question is not listed? Get in touch directly: Contact
What is IT service management?
The way an IT organisation plans, delivers and improves its services – from fixing incidents and handling service requests to changes to systems. The goal is reliable services and users who get help quickly.
Do we need ITIL for this?
Not in detail. ITIL provides proven practices that we adopt pragmatically – as much process as necessary, as little as possible.
Which tool suits us?
That depends on your requirements, your existing system landscape and the size of your teams. We work with Jira Service Management and SmartSuite and also optimise existing solutions.
What does asset management include?
Recording your IT and physical assets across their entire lifecycle – from procurement through use and maintenance to retirement – linked to tickets, contracts and owners.
How do ITSM and ISO 27001 relate?
Many ISO 27001 requirements are put into practice in service management – such as handling security incidents, change management and the asset inventory. A well-designed ITSM is therefore an important foundation for your ISMS.
Related services
CMDB & data integration
We build your CMDB and keep it up to date automatically with Frends – no matter which systems the data comes from and whether the target is Jira Assets or another solution.
Atlassian
From the first idea to a scaled enterprise system – we plan, implement and support Jira, Confluence and Jira Service Management, in the cloud or in your data center.
ISO 27001 & ISMS
Consulting, implementation and management of your information security management system according to ISO/IEC 27001:2022 – a solid foundation for NIS2 compliance.
SmartSuite
The modern all-in-one platform for work and project management – we set up SmartSuite for your processes, from asset management to safety management.
Let’s talk about your plans.
Whether it is a first idea, a running project or an existing system landscape: we listen, put things into context and show you concrete next steps.
Your contacts: Christian, Tobias and Michael – the founders of AmberTech Solutions.