Service Innovation™

The Smart Service Desk

Smart Service Desk

The Service Innovation Smart Service Desk™ provides a single point of contact for all users and is core to the Managed Services offered. Built on robust and mature ITSM tools and processes, the Service Desk provides our customers a sophisticated and seamless way to receive, manage and resolve issues. Smart service desk services can be available 24×7.


Capabilities also include extensive management reporting, self-help and knowledgebases, multiple points of entry (phone, email, web portal), end-to end call ownership through to completion, and the ability to interface to many other companies and service desk systems. Customer Focus Group (CFG) for more personalised service and understanding of customer business nuances, and integrated Level One/Two provides reduced hand-offs and increased ownership of calls.


Ongoing improvement through leveraging technology, with a strong focus on innovation and task automation delivers service effectiveness and ongoing support cost reduction.

Application Support

In addition to end-user application support, Service Innovation also provides specialist application management services to some customers that have unique application needs. Typically, this provides customers a way to ensure the business is not reliant on recruiting, training and retention of key application skillsets, and that the application support is delivered to agreed SLA’s, not best-effort.

Infrastructure Support

Service Innovation Infrastructure Support Services covers Servers, Storage, Network, and Data Centre management. Using sophisticated remote management tools, our teams proactively monitor and manage infrastructure and networks using both automated and hands-on processes. This ensures the systems are optimised and providing the best possible performance to the business while mitigating downtime due to security incidents or system failures. Availability is measured from both infrastructure and service dimensions, ensuring that, wherever possible, availability measures reflect the end user experience.

Onsite Services

The Service Innovation onsite services take over where remote support is no longer possible and covers all end user devices and peripherals, including Managed or Standard Operating environment (SOE/MOE) management. Onsite services are coordinated centrally by the smart service desk, and delivered by the most cost effective combination of shared and dedicated staff as necessary.

Project and Consulting Services

Service Innovation’s team of specialists provides a comprehensive range of Project Management, Consulting, Transition and migration services, Technology implementations, Minor out-of scope projects, and solution design. Projects are delivered to agreed scope, and can be provided via a fixed-price engagement or time and materials.