About ITSM tools Support & Management
Our Support & Maintenance service supports and unburdens you as you get to grips with our IT Service Management applications ITRP and Ivanti Service Manager. This service is offered in various forms, ranging from fast and reliable 1st line support for reporting software bugs and answering simple function-related questions, to complete responsibility for your ITSM solution’s application management. All of this on a subscription basis, which means completely transparent prices. Even if you have not purchased your Ivanti Service Manager and ITRP licenses from us, you can still take advantage of our services.
1st Line Support:
First line support is the basic support package for our Service Management solutions: Ivanti Service Manager and ITRP. This includes the handling of software bugs and incidents, and answering function-related questions via our support department. In addition, you may also request changes or improvements to the standard software which we will discuss with the suppliers. Our service desk can be contacted by telephone or online every working day, 24 hours a day. First line support is included within the agreement made upon the acquisition of Ivanti Service Manager or ITRP licenses, and normally does not involve additional fees.
No Worries Support:
Our ‘No-Worries’ support service includes taking over complete application management of ITRP or Ivanti Service Manager from our clients, as well as all the unnecessary stress that comes with it. The most common management tasks such as user management, service catalogue management, and building workflows are all remotely done by 2Grip support staff. The advantage of this system is that you no longer require internal application administrators, saving you both time and money. In addition to this, 2Grips will make sure the setup of your application remains manageable over time. Please contact us for more details of our No-Worries service. This service differs slightly between ITRP and Ivanti Service Manager due to technical differences between these solutions.
Change Support:
2Grips can implement your change requests for Ivanti Service Manager and ITRP. This includes all forms of amendments that are technically possible to each application (or even small projects) which are not covered by our ‘No-Worries support’. In consultation with our client, we analyze the feasibility, impact and cost of such changes. Only after a signed agreement will these changes be implemented. 2Grips always makes ITRP or Ivanti Service Manager adjustments in line with the existing format and strategy so that these applications remain completely manageable. Furthermore, 2Grips will advise and support you when preparing for necessary changes related to these adjustments.