IT Service Management

Iron Service Global IT Service Management practice delivers business value in the services they provide to their clients across IT infrastructure and Operations. Iron’s IT Service Management provides consulting, assessment, implementation and support services of business processes and tools leveraged by clients to support Services like Service Desks, Infrastructure management, Field Services Management, Enterprise resource planning, Enterprise Asset Management etc., to support the tasks and workflows for processes including incident, request, problem, change, knowledge and configuration management.

Intelligent Service Desk:

Iron has built its own ISM platform Serviceo to support our clients enriched by integrations to collaboration, workforce scheduling and automation tools. We have the expertise with ITSM platforms like ServiceNow, Atlassian Jira, BMC, ServiceMax to provide services to our clients depending on the tool leveraged by them. We have the expertise to build chatbots, virtual agents and process orchestration in the form of workflows to automate the repetitive incidents and service requests. From a process perspective we are well versed with creating and maintaining Knowledge Base like Standard Operating Procedures (SOPs), Process documents, Work Instructions etc., We transformed our services from a traditional Service Level Agreements (SLAs) to Experience Level Agreements (XLAs)

Enterprise Asset Management:

We have the expertise to build the entire workflow process from procurement to asset disposition with built in alerts and notifications for the process owners to act in a timely manner. As part of this service, Asset Discovery, Asset tracking at every stage, Patch Management, Remote diagnosis and problem resolution, Security management are provided to our clients.

Infrastructure Management:

Iron Service Global excels in implementing and supporting infra monitoring tools to auto detect events, correlate events, detect anomalies and provide AI Ops for self remediation. As part of this service we have the expertise to integrate to ITSM platforms. We have the expertise in setting up and running Network and Security Operations Command Center powered by ITSM.

Field Services Management:

Iron Service Global recognizes that for a superior field services, integration between various tools like ITSM, workforce scheduling, enabling work instructions on mobile devices and enabling AR / VR is critical for a superior customer experience. Our services to clients is testimony to this and to deliver this ITSM tool is the binding force behind it.