More efficiency and productivity through IT Service Management

Want to improve service delivery in your teams? catworkx Service Management Essentials packages provide the tools and processes to streamline operations and boost customer satisfaction. Let us help you implement best practices and increase efficiency, no matter the size of your organization!

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Get Started With Service Management Efficiently and Hassle-Free

ITSM is at the heart of enterprise modernization. With the increasing availability of software-enabled services, IT service teams can deliver value faster to employees and teams across the enterprise. However, adopting a service management approach and practices often comes with a range of complexities because of its complexity and many factors and nuances that need to be considered.

Service Management Essentials from catworkx makes everything easier. It allows organizations and teams of all sizes to get started with service management effectively without having to start from scratch and reinvent the wheel. We will help you not only approach with a clear scope and outcome but also provide a better customer experience to your staff and/or customers.

Streamline operations of any service team

Automate routine tasks

Reduce manual effort

Improve overall efficiency

Enhance customer satisfaction

Speed up response times

Improve issue resolution

Provide a better user experience

Increase visibility and control

Gain better visibility into service processes

Identify and resolve issues proactively

Promote informed decision-making

Noel Ressel

ESM, ITSM, Atlassian Expert (JSM)

Adopting a Service Management approach based on the best modern ITIL practices benefits any team. However, it needs to be thoroughly customized to the business's specific features and goals.

Luckily, our Service Management Essentials solution is incredibly flexible and easily adaptable, making it a perfect option for organizations of all sizes and ITSM maturity levels. Plus, our packages help align Jira Service Management with your organization’s needs.

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	STARTER	ADVANCED	PREMIUM
Method Workshop
Key User Training (maximum 9 people)
Processes	1 Process: (Incident OR Service Request)	2 Processes: (Incident, Major Incident, Service Request, Change, Problem)	up to 5 Processes: (Incident, Major Incident, Service Request, Change, Problem)
Queues (for ticket categorization)	Only default	Up to 10 queues +priority teams	Up to 20 queues +priority teams
SLAs	Time to Resolution Time to First Response	Time to Resolution Time to First Response 2 individual SLAs	Time to Resolution Time to First Response 4 individual SLAs
Customer Portal	Basic setup & up to 3 Request Types	Basic setup & up to 10 Request Types	Basic setup & up to 20 Request Types
Jira Dashboards		Service Desk Team Workgroup Custom Dashboard	Service Desk Team Workgroup 2 Custom Dashboards
Reporting & KPIs	Built-in reports	Additionally to STARTER: individual Reporting with SLA-Infos	Additionally to ADVANCED: Overview Report for agents
CMDB Integration
Knowledge Base
Automations	Automatic Closing of Tickets	Automatic Closing of Tickets Priority-Matrix Escalation Reminder before closing of inactive tickets Auto Dispatching	Automatic Closing of Tickets Priority-Matrix Escalation Reminder before closing of inactive tickets Auto Dispatching Major-Incident 3rd Level Escalation Linked Task creation managed through Assets Configuration Read-Permission for Agents on linked Tickets no 3rd Level Communication with the Customer
Customizing Time budget included	8 hours	16 hours	24 hours
Estimated Implementation Time	4-6 weeks	4-8 weeks	6-12 weeks