Service Desk and Service Management

Applying the ITIL principles to service management across our entire services business we operate a dedicated, fully compliant IT service desk from our Nottingham office.

Throughout our managed services, we apply ITIL best practice. This ensures that we are aligned to your needs and fully support your core processes. Our service desk and management solutions are designed to empower users whilst delivering significant service improvements across your entire organisation.

Service Desk

Our full UK based IT support service desk is built on using the feature rich, industry leading IT Service Management (ITSM) tool, LANDesk and has been designed to provide a single point of contact for the resolution of all incidents and service requests. It delivers 1st, 2nd and 3rd line support along with the management of all other 3rd party resolver groups.

Key ITIL functions such as SLA management, incident management, change management and problem management are all controlled from this central function. Your users will gain control and visibility whilst driving productivity, innovation and service improvements back across the organisation.

Such improvement initiatives are an integral part of our approach to this key function. As an example, we have a ‘shift left’ programme that seeks to drive incident resolution closer to the user which improves user satisfaction, whilst at the same time reducing support costs.

shift left diagram

Why Choose XMA?

Compliant processes

Full ITIL compliance and ISO 200001 accredited processes

Service Desk and remote management

24x7, UK operated, technical support service desk and remote tools

Innovative Change Programmes

Designed to improve service whilst reducing cost

Manage all hardware and technology brands

Operate across all major branded technology including hardware, legacy and EOL

Cross sector experience

Experienced in delivering projects across private and public sector

Complete managed services

One-team partnering approach ensures seamless engagement between us and our customers

Success in Action

"XMA provides the hardware and the systems support for everything they provide. That is also going well. We have had a couple of issues but they have been fantastic in sorting it out. The company has a large knowledge nase and the engineers working with us have just got on to it with no fuss. They have answered any questions and everything has gone very smoothly. "

Andy Mellor, Network Manager, Barnsley Academy

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"The entire project ran very smoothly. Members of the XMA team were happy to answer questions about anything we wanted to know about. We were really impressed. They knew their stuff and because of that we would absolutely use XMA again in the future."

Simon Cornish, Network Manager, Lincoln Minster School

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"The way the dashboard is setup will make things a lot easier meaning just one click of a button will show you what you need to see. The additional features will also be extremely useful, such as the recurring Activities and the especially the CI management which we can use to manage our devices in the same area rather than using multiple systems."

ARK Academies Trust User