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IT Service Management

Enterprise ITSM without the overhead

Full ITIL, CMDB, AI Assist and multi-department ESM. Delivered by a dedicated consultant in weeks, not months.

  • Full ITIL, incident, change, problem
  • CMDB included, not tier-gated
  • Live in 3–4 weeks, every time
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Customer ServiceAI-enabled support at scaleEnterprise Service MgmtOne platform, all departments
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TechnologyMSPs and IT service providersISVsEmbed service managementHuman ResourcesPeople services and onboardingFacilitiesSpace, maintenance and estatesFinance & LegalCompliance-led workflowsGRCPolicy, risk and audit
Vivantio AI

AI across your whole service operation

Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.

For customersAI AssistFor agentsAI EnrichFor managersAI Optimize
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Service Management
ITSM / ITILIncident, problem & changeAsset Management & CMDBVisibility of your estateAsset DiscoveryFind & map automaticallyKnowledge ManagementAnswers that scaleService CatalogStructured request formsService Level ManagementSLAs tracked, breaches caught
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AutomationTrigger work, end to endWorkflowStages, routing & approvalsCustomizationForms, fields & layoutsPersonalized WorkspaceRight info, right timeDigital Self ServiceDeflect tickets, delight usersBusiness Intelligence & ReportingDashboards from your dataCRMContext on every customer
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Latest case studyOptimizing IT Support & Assets: Quality Brand Group, Vivantio & LansweeperThe rapid expansion across geographical locations and the increasing complexity of back-office operations presented unique challenges, particularly in IT…Read the storySee all case studies
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ITSMIncident, change, problemCustomer ServiceB2B support at scaleEnterprise Service MgmtBeyond ITITILFrameworks and practiceAutomation & AIDeflect and assistBest practicesHow good teams operate
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Jules Stevens

Author

Jules Stevens

Head Of Customer Experience

LinkedIn profile

Jules is a customer-focused, dynamic leader with extensive experience in customer service and general business management across operational sales and service industries. Their particular expertise is developing and implementing centralized and remote customer service teams, strengthening business strategies through periods of change management and rapid growth while keeping a firm focus on customer retention.

Jules has worked at every level of an organization, both as part of the senior management and leadership team and as a leader of customer service and sales teams, consistently delivering target-driven results. Strong negotiation skills, honed through collaboration with internal and external customers alike, are key to resolving escalated queries in line with company strategy and securing positive outcomes for all stakeholders.

17 articles

B2B Customer Service: Top 6 Best Practices for SuccessExceptional B2B customer service goes beyond problem-solving—it builds lasting relationships, enhances retention, and drives business success. By…Customer ExperienceCustomer Service ManagementBest practicesPost-Implementation Support Model: Benefits and Best PracticesA strong post-implementation support model ensures seamless knowledge transfer, reduces disruptions, and empowers teams for long-term success. This…Customer Service ManagementITSMITILBest practicesThe Importance of User Interface and ITSM for Better UXCreating a seamless user interface is key to enhancing user satisfaction and simplifying workflows. Learn how software providers can leverage thoughtful UI…ITSMITILManaged ServicesBest practicesUnderstanding Your Customer Experience LifecycleBuilding strong customer relationships goes beyond sales. By optimizing each stage of the customer experience lifecycle, your brand can turn every…Customer ExperienceWhat is a Service-Based SLA? Best Practices for Service ProvidersLearn what a Service-Based SLA is and how it ensures consistent service delivery across customers. Explore best practices that help service providers build…Customer ExperienceITSMBest practicesReporting & AnalyticsA Complete Guide to MSP Automation: 5 Steps to a Culture of EfficiencyExplore how MSPs can enhance efficiency and client satisfaction with our comprehensive guide to ITSM and ITIL-driven automation. Follow our five essential…Automation & AIITSMITILBest practicesIncident Management Automation for MSP: Enhancing EfficiencyDiscover how Incident Management Automation helps streamline incident response, enabling MSPs to resolve issues faster, improving service quality, and…Automation & AICustomer ExperienceIntelligent Workflow Automation: Innovative Organizational ProcessesLearn how Intelligent Workflow Automation (IWA) has proven to be a powerful tool empowering MSPs to leverage cutting-edge technologies like AI, machine…Automation & AIBest practicesService Management Implementation: Path to ITSM SuccessDiscover the transformative power of service management implementation in achieving ITSM success. This guide provides essential insights into streamlining…Automation & AICustomer Service ManagementPersonalized Customer Experience Examples: Data-Driven InsightsITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…Customer ExperienceCustomer Service ManagementPersonalized Customer Service: Enhancing CXPersonalized customer service isn’t just a luxury—it’s what sets leading brands apart. Dive into our latest blog post to discover how harnessing the power…Customer ExperienceBest practicesWhat is Your Customer Experience (CX)? Why it Matters to Business.Exploring the essence of Customer Experience (CX) and its significance for businesses, this post delves into how addressing customer journey pain points and…Customer ExperienceCustomer Service ManagementBest practicesIT Service Delivery: Enhancing Efficiency and Customer SatisfactionLearn how IT Service Delivery boosts efficiency & customer satisfaction by optimizing IT systems & aligning services with business goals.ITSMSLA Compliance: Meeting Service Level Agreements with PrecisionReady to master SLA Compliance? Achieve service level agreement adherence for seamless operations and enhanced customer satisfaction. Read on and learn more.ITSMCustomer Service Optimization: Achieving ExcellenceCustomer service optimization is a crucial element for standing out in today’s competitive business landscape. Learn how to craft a seamless and…Best practicesITSM vs CRM: Understanding the Key DifferencesExplore the crucial differences between ITSM and CRM in our latest blog post. Discover how ITSM focuses on the internal management and delivery of IT…Customer ExperienceITSMHelpdesk Ticket Priority Levels: The Ultimate Guide to Optimal SupportDiscover the ultimate guide to helpdesk ticket priority levels in customer support. Learn how to define priorities, enhance response times, and align with…ITSMBest practices