Transform Your IT Service Management
We offer a comprehensive range of ITSM services designed to help you optimise your IT operations, improve efficiency, and deliver exceptional customer service. From Freshservice implementation and customisation to ongoing support and training, our experienced professionals provide tailored solutions to meet your unique needs. Explore our services below to learn more about how we can help you achieve your ITSM goals.
Unlock the potential of your ITSM with our tailored strategies and expert support designed for SMEs in the UK.
Services
Freshservice Consulting & Strategy
Develop a customised ITSM strategy aligned with your business objectives. We start by assessing your current IT maturity, identifying strengths and gaps, and understanding your organisational goals. Based on this insight, we recommend industry best practices, frameworks, and tailored approaches to optimise service delivery.
We work collaboratively to craft a strategic roadmap that prioritises initiatives, balances quick wins with long-term success, and sets clear metrics for measuring progress. Our focus is on enabling your organisation to deliver value through well-defined, scalable, and adaptable ITSM practices.
Process Design & Optimisation
Streamline your IT processes such as Incident, Problem, Change, and Service Request Management to maximise efficiency and reduce risks. We review your current workflows, identify bottlenecks, and re-engineer processes to eliminate waste and improve speed.
Our approach includes leveraging automation where appropriate, establishing clear responsibilities, and aligning processes with ITIL best practices. We also focus on enhancing user satisfaction by simplifying procedures, providing clear communication channels, and ensuring consistent process execution across teams, leading to more reliable and predictable IT services.
Service Desk Transformation
Enhance your helpdesk capabilities through the application of industry best practices, automation tools, and staff training. We evaluate your current support model, recommend improvements in service desk organisation, and implement automation that reduces manual effort.
Our emphasis is on improving first-call resolution, shortening response times, and delivering a more proactive support experience. We also focus on empowering your team through tailored training to adopt new tools and processes confidently, fostering a customer-centric support culture.
Service Catalogue Optimisation & redesign
Ensure your service catalogue truly reflects the services your organisation offers and aligns with your business needs. AgileOps Consulting’s Service Catalogue Optimisation and Redesign service helps you create a user-friendly, efficient, and effective service catalogue that drives service adoption, improves customer satisfaction, and reduces support costs. We’ll work with you to streamline your offerings, improve clarity, and enhance the overall user experience.
Our optimisation process includes a detailed review of your existing service offerings, identifying redundancies, inconsistencies, and opportunities for simplification. We’ll work with you to create clear, concise service descriptions, define service level agreements (SLAs), and implement a user-friendly navigation structure. The outcome is a service catalogue that streamlines service requests, reduces errors, and enables you to deliver IT services more efficiently and cost-effectively.
Implementation & Configuration
Configure, deploy, and customise Freshservice to match your organisational needs. Our approach ensures a seamless implementation process, from setting up workflows and user roles to creating dashboards and automation scripts.
We focus on minimising disruption during deployment and provide comprehensive documentation to support ongoing use. Our team ensures your system is optimised for performance, usability, and scalability, helping you unlock the full value of your investment.
Third-Party Ticket Integration
Facilitate seamless communication and ticket exchange between your support systems and third-party platforms or vendors. We enable your support channels to work together efficiently, reducing manual data entry and improving visibility across different service providers.
Our expertise includes integrating third-party ticketing solutions, incident management platforms, and external support portals. This leads to faster resolution times, improved reporting accuracy, and a more unified support experience for your users.
Automation & orchestration
Leverage cutting-edge automation to increase reliability, reduce manual effort, and accelerate service delivery. Our team identifies opportunities to automate routine tasks, such as ticket routing, alerting, approvals, and escalation processes.
We also integrate various support tools, monitoring platforms, and external APIs to create a cohesive and intelligent ITSM environment. The result is a more responsive, scalable, and efficient support ecosystem that adapts dynamically to your needs.
Training & Coaching
Empower your staff with tailored training programmes designed to maximise user adoption and ensure your teams are confident with new processes and tools. We develop customised workshops and user guides, with a focus on practical, real-world application.
Our change management strategies help foster a positive culture towards process improvements, address resistance, and sustain long-term adoption. This enables your organisation to realise the full benefits of your ITSM initiatives.
Continuous Improvement & Support
We provide ongoing support, performance analysis, and process refinement to ensure your ITSM practices stay aligned with evolving business demands. Our team conducts regular reviews, health checks, and performance metrics analysis—identifying opportunities for optimisation.
We collaborate with your organisation to implement incremental improvements, manage new requirements, and adapt processes as your environment changes. Our commitment is to ensure your ITSM maturity continues to grow and deliver measurable value over time.