Tooling Services & Support

/Tooling Services & Support
Tooling Services & Support 2018-02-14T14:16:06+00:00
Our tooling services
  • Tooling selection
  • Tooling implementation assistance
  • 1st Line Support
  • Change Support
  • No Worries Support
ESM & ITSM Tooling Selection

As an independent consultant, we will explore with you the most suitable service management solution for your organisation. During this tooling selection we take into account the current situation and the desired situation, after a possible maturity analysis. Together with you, our consultant will determine the way we work, the processes and procedures. Based on these processes, we determine the required functionalities and guide you in the selection process, whether or not through a tendering procedure.
After the selection process, we will assist you in supervising the implementation process whereby we also manage the chosen supplier and ensure that the quality of the service management tool is monitored.

Service Management Tooling implementation

Obviously, 2Grips can perform professional implementations of both of the ITSM tools we have on offer: Ivanti Service Management and 4me Service Management (formerly ITRP). In addition to this, we are also able to support the implementation of other Service Management applications. (This second form requires implementation by a third party for the technical aspects of the application).
Our approach makes us stand out from the crowd, thanks to the fact that we do not solely concentrate on the tool itself, but also the extremely important aspects of process support and the staff members who will be involved in these processes. This means a tool’s implementation is introduced using a holistic approach, which subsequently increases its success rate.
For our own solutions – 4me and Ivanti Service Management – we make optimal use of the extensive features both tools have to offer. 4me is a turnkey solution which can be deployed within your service organization with minimal time and energy. The Ivanti implementation Service Management’s foundations are composed of the ‘best practice’ method, upon which all necessary adjustments are based. During our implementations, both organization and process are central! With this in mind, we also strive to keep any customization to an absolute minimum, only applying it when it adds value.

1st Line Support

First line support is the basic support package for our Service Management solutions: Ivanti Service Manager and 4me. 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. First line support is included within the agreement made upon the acquisition of Ivanti Service Manager or 4me licenses, and normally does not involve additional fees.

No Worries Support

Our ‘No-Worries’ support service includes taking over complete application management of 4me 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 4me and Ivanti Service Manager due to technical differences between these solutions.

Change Support

2Grips can implement your change requests for Ivanti Service Manager and 4me. 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 4me 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.

For more information, please contact 2Grips directly

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