IT Service Management


IT Service Management, one of the most important core-focuses at Virinse, is a process-based practice that aims at aligning the delivery of various IT infrastructure and support services such as Remote Monitoring Management, within predetermined performance parameters that drive the success of your business. We strongly believe that the three key components for a successful ITSM delivery are, people, technology and processes.

We are focused on delivering ‘best-in-class’ customer service. Through integration of ITSM best practices with IT Infrastructure Library ITIL) processes for over five years and by leveraging industry best practices, tools and technologies, we have consistently delivered top notch services. We understand how important it is for your business to save time and money. By automating our IT help desk processes and by routing inbound requests to the best resource for problem solving, we help you cut costs and improve resolution time.

You need answers to your questions. We will work round the clock to provide consistent and timely responses that meet your expectations. Our biggest fear is the feeling of complacency, so we regularly measure our ITSM levels on the basis of system availability, customer retention and customer satisfaction.

Are you thinking of your own ITSM processes and systems?

First, have a look at the various issues you will have to deal with when developing your own ITSM processes and systems

  • Scalability and flexibility
  • Operating costs, hardware and infrastructure costs
  • Costs and time involved with moves, adds and changes
  • Integration with your existing IT environment
  • Future integration issues
  • Licenses
  • Maintenance contracts
  • User interface and ease of use
  • Training
  • Interfaces to other Help Desk and trouble ticket systems
  • Individual ticket information
  • Reporting and dashboards
  • Platforms, applications and OS’s supported
  • Detailed presentation of monitoring information
  • Service Level Agreements

Apart from addressing all these issues, you will also need to perform the implementation and governance of ‘best practice’ proven IT processes. Remember, the best ITSM operating models are a never-ending process management and improvement projects and demand a lot of time and attention, not to mention the cost involved in hiring and retaining skilled ITSM professionals. Today the cost of purchasing and maintaining software and hardware technology in-house is of grave concern for most businesses. However. Virinse can help you cross all these hurdles in having an awesome ITSM  in-house.