AI-powered IT Service Management (ITSM) for High-Velocity Teams
What is ITSM?
IT Service Management (ITSM) is a framework designed to provide structured services for various IT functions. It defines operating procedures, techniques, and supporting services to deliver efficiency and value to an organization’s system operations. From small startups to enterprise organizations, ITSM frameworks help businesses define their strategy while driving continuous improvement in service delivery and support.
iZeno’s ITSM Approach
At iZeno, we follow ITIL-aligned practices, consulting with customers to align IT services with business goals and deliver exceptional value.
Our Expertise in ITSM
iZeno’s consulting services focus on delivering value by:
- Streamlining IT operations to improve efficiency.
- Migration, transforming and modernizing ITSM for optimized performance.
- Extending ITSM beyond traditional IT, enabling business teams like HR, Legal, Facilities, Finance, and Marketing to leverage ITIL-aligned service management tools—commonly known as Enterprise Service Management (ESM).
Our ITSM focuses on these key points:
Incident management
We place a focus on resolving issues as quickly as possible to minimize any impact on the business operations as part of our focus on a stable ITSM environment.
Problem Management
Our method of problem management integrates the process of preemptively addressing problems and incidents with the process of mitigating problems or issues that cannot be avoided. This dual approach is aimed at taking a proactive stance towards addressing issues before they escalate.
Service request management
A focus on ease of use and self service empowers users to proactively seek out the tools and services they need to solve their problems themselves, freeing up helpdesk staff.
At iZeno, we recognize that each organization has unique IT Service Management (ITSM) requirements. Some necessitate extensive customization to align with complex workflows, while others prioritize swift deployment to address immediate needs. To accommodate this diversity, we offer two distinct solutions:
| Jira Service Management | Freshservice | |
| Focus Solution | ITSM, ESM, ITOM | ITSM, ESM, ITOM, Advanced Asset Discovery |
| Deployment Options | SaaS, Data Center* | SaaS |
| Advantages | Unite Dev, ITOps and Business Teams | Easy-to-use yet powerful (IT, Business and Operations) |
| *Subject to Approval |
Everything teams need to deliver value fast
Our specialized teams consult with customers to tailor Jira Service Management to their unique requirements, eliminating the complexity of traditional ITSM solutions. We help connect Dev and Ops teams on a single AI-powered platform, enhancing collaboration across changes with upstream or downstream Configuration Item (CI) dependency mapping powered by assets, incidents, problems, and requests—all while effectively managing risk.
Teams can get started quickly and scale seamlessly with features like customizable templates, dynamic forms, and AI-powered project configurations.
Connect assets to work
Link objects in Assets to support tickets, incident issues, change requests, and more. Enhance visibility and accelerate workflows across various use cases in IT, HR, Facilities, and beyond.
Supercharge your productivity with Atlassian Intelligence
Customers can leverage the power of generative AI to boost productivity and collaboration for support and operations teams. Triage, respond to, and resolve tickets and incidents faster, giving your team more time to focus on what truly matters.
Deflect requests and reduce ticket volume
Unlock AI-powered support with Atlassian Intelligence answers for the virtual agent. Deflect employee requests and save agents’ time with responses generated from your knowledge base. iZeno’s specialized teams help customers set up AI-powered virtual agents.
Triage and respond to requests faster
Accelerate agent workflows from triage to resolution with AI-powered recommendations to prioritize, assign, and take action on tickets. Summarize ticket descriptions and comments to keep stakeholders informed and transform your writing to ensure fast, clear communication.
Detect, prevent, and resolve incidents faster
Accelerate incident management workflows with AIOps capabilities. Filter out the noise to highlight the alerts that matter, quickly engage the right stakeholders, and automate actions for faster resolution.
Reporting and Analytics
With Atlassian Analytics, gain full visibility into how your teams work. Break down silos across departments and create interactive dashboards effortlessly. Atlassian Analytics empowers everyone on your team, from knowledge workers to data analysts, to quickly set up interactive and customizable dashboards.
Fast deployment, intelligent automation, ITSM without complexity
Modern ITSM shouldn’t be complicated. Freshservice delivers a streamlined, AI-powered solution designed for rapid deployment and effortless automation. With pre-configured ITIL workflows, teams can go live within days depending on complexity. Intelligent automation handles ticket classification, routing, and resolution, reducing manual effort and improving response times. Built-in virtual agents and self-service portals empower users to resolve issues independently, cutting down on service desk requests.
Enhancing IT Asset Management with Automated Discovery, Dynamic CMDB, and Lifecycle Management
Device42’s advanced discovery tools automatically identify and document IT assets across networks, ensuring an accurate and up-to-date inventory without manual intervention. Its robust configuration management database (CMDB) provides a comprehensive, real-time view of all IT assets and their relationships, enabling better visibility and control. With detailed lifecycle tracking from procurement to decommissioning, Freshservice streamlines asset management while supporting cost analysis and compliance requirements.
Fuel business growth with Freddy AI
- Freddy AI Copilot: Assists agents by drafting responses, generating knowledge base articles, and suggesting ticket fields, thereby improving productivity and ensuring consistent communication.
- Freddy AI Agent: Provides AI-powered support to resolve incidents and service requests, enhancing user experience and reducing resolution times.
- Freddy AI Insights: Offers predictive analytics and alert grouping to proactively manage potential issues, allowing for data-driven decision-making.
Streamlined IT Service Management with a Unified Self-Service Portal and Pre-Built ITIL Workflows
Freshservice delivers an intuitive self-service experience that empowers users to resolve issues efficiently while reducing the workload on the service desk. Its pre-configured, ITIL-aligned workflows ensure best practices are followed with minimal setup, allowing organizations to streamline IT service management with ease.
Proactive Risk Management with Automated Remediation and Compliance Tracking
Freshservice supports automated rollback and remediation plans, minimizing service disruptions during changes while ensuring business continuity. With built-in compliance tracking, organizations can maintain audit readiness without the need for additional configurations, simplifying regulatory adherence.
Revolutionizing Knowledge Management with Contextual AI Assistance and Smart Automated Recommendations
Freshservice’s embedded AI enhances problem-solving efficiency by suggesting relevant solutions to both agents and end-users. The platform supports crowdsourced knowledge updates, allowing the knowledge base to evolve with user feedback. With intelligent search and automation features, Freshservice delivers context-aware knowledge suggestions, reducing ticket volume and improving resolution times.
Building upon our robust ITSM solutions, our dedicated Professional Services are designed to ensure seamless deployment, strategic alignment, and continuous optimization, empowering your organization to achieve operational excellence and adapt swiftly to evolving business demands.
iZeno’s Certified Implementation Team
Specializes in delivering tailored IT Service Management (ITSM) solutions that align with your business objectives. Leveraging industry best practices – ITIL framework, we ensure that our deployments are efficient, minimizing disruptions and maximizing value.
iZeno’s Strategic ITSM Consulting
iZeno’s consulting services are designed to analyze your unique business requirements and craft customized solutions that drive performance. By identifying inefficiencies and aligning IT services with your goals, we help optimize processes and enhance service quality.
iZeno’s Ongoing Support with Managed Services
We are committed to providing ongoing support and managed services to ensure your ITSM solutions evolve with your business needs. Our proactive approach includes continuous monitoring, performance assessments, and iterative improvements, leading to enhanced service quality and user satisfaction.
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Schedule a Demo with iZeno Now!