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Your future IT department and value

Business-oriented

Aligns the strategy with budgets and gets the most of the company’s investments.

Keeping it running

Ensures uninterrupted work of people and infrastructure by resolving issues in no time.

Focused on customers

Measures success in customer satisfaction and resolves incidents on the first contact.

Perfectly manageable

Balances workload and automates routine becoming close to a self-managed team.

ITSM processes based on ITIL framework

ITSM brings IT services strategy under business goals for faster ROI. The best practices enable:

  • Lower IT implementation costs and minimized downtimes that fast-track return on investment.
  • Structured teams with well-established processes and roles for simpler management.
  • BI to faster address critical issues, prevent repeatable incidents, and manage changes risk-free.
  • Customer-focused helpdesk with clear SLAs, automation-based efficiency, and results measured in satisfaction.

ITSM brings IT services strategy under business goals for faster ROI. The best practices enable:

  • Lower IT implementation costs and minimized downtimes that fast-track return on investment.
  • Structured teams with well-established processes and roles for simpler management.
  • BI to faster address critical issues, prevent repeatable incidents, and manage changes risk-free.
  • Customer-focused helpdesk with clear SLAs, automation-based efficiency, and results measured in satisfaction.
Enhance support

Why ITSM for your department?

IT asset management
ITSM powers the selection, upgrade, and maintenance of hardware and software required to keep the business running. Now, every component is accounted for and put to use.
Incident and problem management
ITSM helps to prevent recurring incidents from becoming major problems and ensures that you return the services to normal faster.
Change management
ITSM ensures that your critical systems and services are updated without disruptions within the ITIL framework.

Polontech implements ITSM A-Z:

Install

For create a new infrastructure based on Jira Service Desk.

Migrate

Move your data and teams to Jira Service Desk from any service software.

Customize

Introduce changes to the source code to extend the feature set subject to your requirements.

Integrate

Make Jira Service Desk seamlessly work with your current software and corporate infrastructure.

Polontech implements ITSM A-Z

Polontech implements ITSM A-Z Let's
discuss
ITIL/ITSM consulting
ITSM introduction
ITSM implementation
ITSM Training

ITIL/ITSM consulting

Developing a service strategy

We analyze internal and external customers, infrastructure, and business objectives to create an IT strategy that supports overall company goals.

Creating a portfolio

We review current and needed tech investments. You get a shortlist of services to accommodate all users within the defined budget and allow for changing business needs.

Analyzing demand

We study and project the need for IT services to ensure that your infrastructure and asset management system are capable of meeting the demand.

Establishing user requirements

We ensure that you invest in the technologies that will 100% cover the users’ needs and boost satisfaction.

Designing architecture

We anticipate the tech landscape of the company based on the available and emerging ITSM solutions.

Introducing change management

We create a strategy for risk-free implementation of every product, app, and configuration depending on your business environment.

ITSM introduction

Introducing modifications

We create, redesign, and check the consistency of services and technologies to align with ITSM.

Compiling service catalog

We assemble all IT services that your company offers to internal and external customers, update their statuses, and define interconnections.

Introducing Service Level Agreements

We set up service SLAs based on user expectations and subject to ITSM standards.

Assessing risks

We mitigate risks associated with business continuity, service availability, and legal compliance.

Securing data

We organize and back up the existing data, introduce new security protocols and policies for secure access and identity.

Increasing team productivity

We introduce ITIL/ITSM frameworks to organize custom workflows subject to your business.

ITSM implementation

Introducing a change management system

We ensure that operational and strategic changes don’t disrupt business operations.

Establishing knowledge management

We install Confluence for transparent data sharing within the IT team and organization.

Managing users

We configure user directories and authorization mechanisms. Then we set up users, groups, roles and implement change restrictions depending on the roles.

Adjusting to your organization

We configure personalized request types, workflows, notifications, and release activities.

Setting up reports

We help you visualize team performance in terms of workload and customer satisfaction. And extend reports by tracking specific team goals, like SLAs met, time to resolution, and a dozen more parameters.

ITSM configuration

We configure IT assets and solutions for service management.

ITSM Training

Onboarding

We meet the teams to introduce how new methodology makes them work smarter and define KPI to measure cost-efficiency.

Request fulfillment training

We train users and admins to ensure maximum transparency in service request management and achieve minimum time to resolution and SLA compliance.

Problem and incident management training

We train IT teams to promptly address issues, act proactively to minimize the impact, analyze and store knowledge for repeatable requests.

Tech management training

Managing the IT infrastructure with the most appropriate technical expertise and support.

Working with your customers

We organize change management for third-party users and suppliers to faster adopt the new ITSM processes and tools.
Let’s discuss

Get a free 30-minutes consultation

We cover every aspect of team and project management. Let’s
discuss what is best for you.

Add custom developments to make the solution complete

Powered by Atlassian products and apps

Jira Service Desk

The ITSM-enabled system to interact with customers and manage requests...
The ITSM-enabled system to interact with customers and manage requests. Implemented in the form of a helpdesk or call center and connects with request fulfillment services.

Jira Software

for project management
Associate Jira Service Desk tickets with Jira Software issues...
Associate Jira Service Desk tickets with Jira Software issues to make customer feedback a part of your development process.

Confluence

Enhance the service desk with a knowledge base. Confluence allows...
Enhance the service desk with a knowledge base. Confluence allows creating a self-service portal for customers and a library with common problems/solutions for the support team.

Opsgenie

for incident alerting
Add an effective alert and notification system to respond faster...
Add an effective alert and notification system to respond faster, through multiple channels, and without notification noise.

Statuspage

to update users on progress
Inform customers on the statuses of their requests in real time to guide them through...
Inform customers on the statuses of their requests in real time to guide them through problem investigation.

Crowd

Enhance your security with...
Enhance your security with a robust user identity system.

Access

Centralize security for all Atlassian Cloud products...
Centralize security for all Atlassian Cloud products across the enterprise.

Jira Align

To introduce IT teams into the business strategy...
To introduce IT teams into the business strategy and manage investment portfolios.

Powered by Polontech apps

Custom reports

We create worklogs, expenses, cost centers, revenue, team utilization...
We create worklogs, expenses, cost centers, revenue, team utilization, including CAPEX, OPEX, and any other types of reports your team needs.

Log work time

We offer more detailed time tracking with specialized mobile and web apps...
We offer more detailed time tracking with specialized mobile and web apps that include worklogs, calendars, and timesheets.

Status management

We offer a solution for end-users to change the statuses of their requests...
We offer a solution for end-users to change the statuses of their requests and a system of approval/disapproval for all issues in the workflow.

Team management

Another app by Polontech allows managing project teams by role...
Another app by Polontech allows managing project teams by role, capacity, start and end dates, workload and holiday schemes, and more.

Have an idea of another add-on? Let’s make it happen.

What you get in the end?

Most problems and requests addressed at the first contact.
Business hours never lost with highly-stable IT infrastructure and reduced downtime.
IT implementation costs are always lower than the value you get.
More tickets closed with a smaller workforce with comprehensive process automation.
Knowledge base for immediate fixes and proactive problem management.
The value measured in customer satisfaction, and their feedback used to progress faster.

Join the AGILE teams created
by POLONTECH

We got an automated reliable Service Desk process with the ability to serve a large number of customers. It has a powerful report system to control efficiency of the team. In addition, the process is fully automated and has a very good base for ongoing development and scaling.
Point Solutions, Switzerland
We significantly improved our productivity and customer services, reached the order accuracy and cut our inventory related mistakes by integrating our Ecommerce platform with JIRA Warehouse AutoMate Plugin. It took less than a week to automate our warehouse and became a competitive advantage of our business.
HM RAWAT Group
We were very happy with the team’s work and we will not hesitate to recommend Polontech in the future. Our organization continues to use Confluence widely in other projects and it is good to know where we can go when we need someone to help us.
SIL GTIS
We cannot thank Polontech team enough for the service they’ve provided for us for a long time. It has been a pleasure working with them. Their services helped us grow and become much more efficient. We hope there will be a chance to work together in the future.
The Go To Group Inc

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