When working with a managed services provider, the most common customer challenge is managing the day-to-day interactions that may impact service delivery, project success, service quality, usability, or general change management activities.
XDC Service management offering includes:
- Incident and problem management
- Standard processes and procedures for change management
- Configuration and inventory/asset management, including application access requests
- Knowledge management repository documenting common issues / known resolutions
- Service catalog ensuring tickets are routed to appropriate subject management expert
- Service level agreement process
- Managing ticket workflow, occasionally including project management
- Reports and dashboards indicating key performance and capacity data
XDC helps drive efficiency across all business streams.
| User-Readiness | Communications Plan | Training Strategies |
| Risk Mitigation | Leader Support | Role-Mapping |
| Stakeholder Engagement | OCM Strategy | OCM Evaluations |
Incident Manager Problem Manager Knowledge Manager
Service Management Tools
Fresh service, ServiceNow, SysAid, SolarWinds, and Zendesk
