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