ITSM

Workplace management

Improve Your ICT Effectiveness

What is ITSM?

ICT Service Management (ITSM) includes a set of activities, policies, and procedures used by an organization to manage and support the delivery of IT services to customers. The goal of ITSM is to improve the efficiency and effectiveness of ICT services through a structured approach. Key components of ITSM include incident management, problem management, change management, service level agreements (SLAs), and asset management.

ICT Service Management is a discipline that focuses on delivering high-quality ICT services to users. It includes processes such as:

01

Notification

Incidents can be reported via web forms, chat, threshold and monitoring alerts, telephone and email. These requests are logged for further processing.
02

Processing Phase

New requests are evaluated using A.I. against business rules and are assigned to the appropriate technicians within seconds.
03

Knowledge Management and SLA Activation

Information and solutions are stored in our knowledge base, and an SLA is activated to ensure priority and resolution time are met.
04

Technical Resolution

Technicians gain remote access to systems to resolve issues. All actions are logged in detail for accurate tracking and reporting.
05

Completion and Evaluation

Once the incident is resolved, the request is closed. Reports and analysis are generated to continuously improve our service delivery.

Our ITSM Services

At Ren-IT, we offer a wide range of services to optimally manage your IT environment. Our expertise and structured approach ensure that your IT services are delivered efficiently and effectively. Below is an overview of the services we provide:

Incident Management

We ensure incidents are addressed and resolved quickly to maintain the continuity of your operations.

Problem Management

We analyze recurring incidents to identify root causes and implement long-term solutions.

Service level agreements (SLA’s)

Our structured approach to change management minimizes disruption to your operations and ensures a smooth transition.

Quality Management

We guarantee that our services meet the highest standards and agreements to ensure your satisfaction.

Asset Management

With our asset management, you have full visibility and control over your IT resources, contributing to efficiency and security.

ICT Project Management

Our integrated IT project management approach ensures your projects are executed and managed effectively.

Remote Support

With our remote support solutions, we can quickly resolve issues without the need for on-site presence.

Time Tracking

We accurately track the time our technicians spend on various tasks to improve planning and billing.

Service Catalog

Our service catalog gives you clear insight into the IT services we offer and supports full lifecycle management from approval to completion.

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Benefits of ITSM with Ren-IT

Boost your efficiency with IT Service Management (ITSM) from Ren-IT. Our solution offers cost savings, enhanced security, improved customer satisfaction, and increased productivity.

Productive

Thanks to rapid incident resolution and efficient problem management.

Security First

Through robust IT security solutions and reliable asset management.

Cost Savings

By automating processes and making efficient use of IT resources.

Increased Customer Satisfaction

Through proactive management and strict SLA compliance.
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Frequently Asked Questions

Incident management focuses on quickly restoring IT services after a disruption, while problem management aims to identify and resolve the root causes of recurring issues.

We offer a structured approach to implementing changes, including a full approval cycle, to ensure changes are executed smoothly and without disruptions.

Asset management provides complete visibility and control over your IT assets, contributing to greater efficiency, security, and cost savings.

Our integrated remote support operates over a secure internet connection. We install a small, secure software agent on your systems. With user permission, our IT specialists can establish a secure connection to the relevant workstation or server. This allows us to:

  1. View the user’s screen

  2. Take control of the mouse and keyboard (if needed)

  3. View system information

  4. Transfer files securely

  5. Adjust settings

All sessions are encrypted and can only occur with explicit user consent. The connection is automatically terminated after the support session ends.