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Enterprise Service Desk

IT services are evolving into business services as the boundaries between technology and business disappear.

Your fast access to a modern, scalable service desk

With technical and professional-methodical competence, our ITIL experts advise our customers in all questions concerning the design and organization of processes and the further development of a modern service desk.

Schneller Einstieg in einen modernen, skalierbaren Service Desk

 

 

IT services are evolving into business services as the boundaries between technology and business disappear.

From process consulting, tool selection and installation to the implementation of the service catalog and the associated governance, workflows and reports: we support our customers with tried-and-tested standards when it comes to making a central contribution to the success of the company with a high-performance service desk and the services organized within.

The Jira Service Desk supports the simultaneous use as

  • ITIL certified ITSM solution
  • Customer Self Service Platform
  • Help Desk

Webinar On-Demand

Produktive Teams führen zu zufriedenen Kunden
Event

Webinar: Produktive Teams führen zu zufriedenen Kunden

Our services

  • Consulting / workshop for the design of the service delivery model including the operational and governance structures of a modern service desk, including 
    • Efficient ticket management
    • Powerful roles and functions
    • Useful request types
    • Effective workflows
    • Team-oriented real-time communication
    • Appropriate monitoring goals
    • Key figure based reporting incl. SLA tracking
    • easy to use - Self Service Potentials
  • Identification of automation potentials
  • Installation, implementation including interfaces and rollout services 
  • Training incl. Key User Ramp Up
  • Administration and support
  • Cloud and Hosting Services
  • Rightsizing and licensing consulting

Book the Starter Package for your individual milestone plan to implement or optimize your IT Service Desk or contact our Atlassian Expert Team at [email protected]!

Jira Service Desk as ...

... ITIL certified ITSM solution

ITIL certified ITSM solution

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Use customer feedback

Collection of customer feedback after completed request; direct communication to the team/employee

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams
… Customer Self Service Plattform

Customer Self Service Plattform

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and managed services for all purposes.

Customize the branding

Branding customer portal; point-and-click interface and no code

Creating a knowledge base

Add knowledge base (Confluence) to Jira Service Desk; help customers help themselves

Listen to your customers

Transforming feedback into customer satisfaction; tracking customer satisfaction with CSAT reporting

Speak the language of your customers

Worldwide first-class customer service with 8 supported languages; ready to use

Context related support

Integrated widget; customers can submit support requests from any website or product

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur
… Help Desk

Help Desk

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Extend your helpdesk experience

Choose from more than 500 apps in the Atlassian Marketplace; customize Jira Service Desk for all purposes

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Our Success Stories:

Referenz 10/4/21

Support for IBM software licenses and ILMT for GLS

TIMETOACT not only takes over the support of the ILMT for GLS IT Service GmbH and assists with the compliance of license requirements, but also advises in the future on questions regarding licensing and license acquisition.
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Technologie

Jira Service Management from Atlassian

Enable developers, operators, and other teams from different departments to collaborate and improve their service management responsiveness. Respond quickly to incidents, requests, and changes, and provide your customers with an optimized service experience.
Service

Enterprise Content Management (ECM) & Archiving

With Enterprise Content Management (ECM), all data, information and documents are stored, archived and managed in a context-related manner on a single platform. ECM systems offer numerous advantages for managing the increasing number of (un)structured electronic documents and data.

Teaserbild Enterprise Content Management (ECM) Beratung
Service

Enterprise Content Management (ECM) & Archiving

With Enterprise Content Management (ECM), all data, information and documents are stored, archived and managed in a context-related manner on a single platform. ECM systems offer numerous advantages for managing the increasing number of (un)structured electronic documents and data.

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Service

Enterprise Service Management

Our Enterprise Service Management Solution offers you a way to make Service Management accessible to all participants via an easy-to-use service portal. You can map your processes in this portal according to defined procedures and connect them to other systems. In addition, you relieve the process participants through automation.
Produktive Teams führen zu zufriedenen Kunden
Event

Webcast: Productive teams lead to satisfied customers

In a webcast, Arne Ralf, Atlassian Specialist at the TIMETOACT GROUP, will explain in a practical example how to unleash the full potential of your teams with a company-wide service desk and much more.

Software License Consulting & Cost Optimization
Technologie

Our starter packages

Fast access to a modern and scalable service desk, efficient task and Project Management across all business processes and performance check
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Tempo Customizing and Integration

Adapt Tempo for Jira to your needs and integrate your Atlassian time recording into the ERP landscape, such as SAP or HCL Domino, seamlessly.
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Kompetenz

Application Performance Monitoring Service

Application Performance Monitoring automates the IT monitoring of your applications, detects impending failures in advance and reduces manual activities to a minimum.
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Kompetenz

Application Performance Monitoring Service

Application Performance Monitoring automates the IT monitoring of your applications, detects impending failures in advance and reduces manual activities to a minimum.
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Service

IT Service Management – Optimal support for IT processes

IT should be customer and service oriented. We help you implement effective and efficient IT service management
IT Service Monitoring Lösungen für verbesserte Servicefähigkeit
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IT & Business Service Monitoring Solutions

With IT service monitoring, you can uniformly monitor the IT-supported services in your company. You have an overview of the current status of the services at all times, quickly identify the cause in the event of disruptions and thus remain able to act.
Referenz

HOCHBAHN Managed Services

A high-performance and transparent IT forms the basis for being able to react quickly to new requirements. The IT specialists of TIMETOACT GROUP take over the managed services for the entire IBM WebSphere platform of Hamburger Hochbahn AG (HOCHBAHN).

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Technologie

Confluence from Atlassian

Create, organize, and collaborate on tasks - all in a single place. Confluence is a workspace for teams and organizations where you can store your documentation and collaboratively develop and share knowledge. Dynamic pages give your team a place to create, capture, and collaborate around projects or idea development.
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Technologie

Cloud from Atlassian

Atlassian Cloud gives even small teams the ability to leverage the Atlassian product world. It allows you to flexibly adjust the number of users. Furthermore, you can choose from three paid variants of Cloud products. In this way, you always adapt your Atlassian product to your individual requirements. The multiple certified Atlassian Cloud solutions are hosted at Amazon Web Services Inc.
Technologie 1/12/22

Our service offer for Mendix

The Dutch software manufacturer gives us the possibilities to create platform-independent low/no-code solutions for you with its products. In addition, we offer a wide range of services related to Mendix and are available to you from conceptual design to hosting and operation of your new solution.

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Enterprise Architecture – Synchronising Business and IT

With pragmatic approaches and based on industry standards (TOGAF), we support clients in the introduction of an effective EAM.
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Technologie

Bamboo, Bitbucket, Sourcetree

Continuous Integration and a Continuous Delivery Pipeline with Bamboo, Bitbucket and Sourcetree. We can help you with our years of experience as a user as well as a solution partner of Atlassian products in many areas.

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Service

Data Governance

Data Governance describes all processes that aim to ensure the traceability, quality and protection of data. The need for documentation and traceability increases exponentially as more and more data from different sources is used for decision-making and as a result of the technical possibilities of integration in Data Warehouses or Data Lakes.

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Service 5/28/24

FinOps

Gain visibility into your cloud costs and sustainably reduce them by applying best practices from FinOps.