Client & Project Overview
An IT consulting firm handling 2,000+ monthly internal support requests modernized their service desk operations using automated ITSM workflows.
Business Challenge
Over 2,000 monthly IT support tickets submitted via informal emails resulted in untracked SLAs, lost requests, and user frustration.
Confiable Solution & Architecture
Configured enterprise ITSM platform (ServiceNow / Freshservice) with ITIL-aligned Incident, Change, and Asset Management workflows.
Implementation & Approach
Built a self-service portal, integrated ticketing with Microsoft Teams, and created automated ticket routing rules based on technician skill.
Results & Practical Outcomes
Reduced MTTR by 65%, achieved 98% SLA compliance, and enabled employee self-service resolution for routine requests.
Why It Worked & Key Benefits
65% Faster MTTR Resolution
Automated ticket routing directs requests to the right tech specialist instantly.
98% SLA Compliance Rate
Real-time escalation dashboards ensure critical incidents are handled on time.
Teams Self-Service Integration
Users log tickets and check resolution status directly inside Microsoft Teams.
100% IT Asset Control
ITAM module tracks software licenses and hardware lifecycles centrally.
