IT Business Management is split into three core components:
IT Service Management (ITSM)
As organisations depend more and more on technology to manage operations, automate processes, promote and deliver products to market, support internal and external communications and store corporate knowledge, the benefits of adopting formal practices for managing IT services have grown in importance.
ITSM (sometimes also called IT Management) is a process-focused approach to the service desk operation and service delivery, providing a framework upon which IT-related activities can be delivered and the interactions of IT technical personnel with business customers and users can be managed. Touchpaper’s ITSM solutions cover the full management, maintenance and operation of an organisation’s IT infrastructure.
Read more about IT Service Management (ITSM).
Customer Service Solutions
One thing that impacts the overall success of any organisation is customer, client or citizen satisfaction and retention. Touchpaper’s Customer Service Solutions provide organizations with the technology and functionality needed to deliver consistent and unique customer service and seamless experiences at every contact point.
Our solutions offer the ability to increase the efficiency of a customer service center, ensuring efficient call logging and tracking for every call, appropriate escalation processes and high quality service delivery. Configurable to meet individual organisational needs, we offer case and service level management, customer and product management, workgroup allocation and workflow tracking. Our powerful analysis and reporting features allow managers to have immediate information on key service delivery statistics and self service options allow customers the freedom to access support how and when they want.
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Network and Systems Management
Focusing on service provision and continuity, Touchpaper Network and Systems Management solutions provide organisations with the tools to maintain complex networks. Automated maintenance and monitoring plus notification of, and solutions to, issues and potential issues ensure that essential services are sustained as well as providing tools to carry out tasks such as distribution of software patches, identification of potential risks and automatic back ups
Touchpaper’s Network and Systems Management solutions include the software and associated services that help IT departments deliver efficient and effective management of IT systems and networks across any organisation, not matter how big or small.
Read more about Network and Systems Management.
To find out more about our products and services for each of the individual solution areas, please click on the “Solutions” tab at the top of the page.
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