IT Service Management is not something new - large organizations has been practicing for years. But modern era applies new requirements towards the eway how the services should be provided, managed and automated.

IT infrastructure growth, increase in SaaS usage and software development, cybersecurity risks - all of that makes modern ITSM difficult:

• Despite ITSM is not new, many processes are not automated yet
• Infrastructure growth makes maintaining a CMDB and service topology maps challenging
• Users want to communicate to the IT department via different channels
• Huge amount of data makes manual analisys error prone and inefficient
• Users expect more accuracy and automation

This brings to the light new challenges, appending the old ones, related to the workflow automation itself.

Our Approach

A modern IT Service Management solution for a company should suit its maturity level, boost employees' productivity, help the company harness the complexity ot workflows, tools, systems and channels, and definitely utilize AI and Machine Learning heavily to save human resources and provide the companies capabilities they never had before.

At Synta we work with the best players in the market, such as BMC Software and Freshworks to automate ITSM and ESM processes. When it comes to IT Service Management Automation, we can help you in many ways:

• ITSM Health Check.
• A quick and easy way for every company to understand state of its ITSM automation and build an understanding of next steps.
• ITSM audits and assessment.
• With our expertise in ITIL and the market we can help you audit your ITSM processes, find bottle-necks, increase efficiency, find aproper solution for your requirements.
• ITSM platform implementation.
• We are partnering with the best ITSM software vendors in the market, such as BMC Software and Freshworks. We can help you choose the right solution for your company and tailor it for your needs, be it a simple ticketing or a mature IT Service Management platform.
• ServiceOps and Integrations.
• Modern ITSM can't work standalone - the ITSM system should be a heart of your IT, integrating and exchanging data with IT infrastructure management tools (such as a CMDB or ITAM solution), monitoring tools, CI/CD etc. We help you build the righ systems landscape and integrate them into a single ServiceOps platform.

Business Value

With a structured IT Service Management automation approach, organizations can:

• automate user interactions with the use of AI bots and automated workflows
• integrate the whole IT landscape and analyze data with AI and ML
• boost IT departent efficiency and save costs for managing the IT Services
• avoid risks of downtimes and resolve outages quicker

At Synta, we can help you implement an ITSM solution tailored for your needs that generate measurable financial impact. Our certified experts in ITSM design solutions that reflect each client’s need while representing their interests instead of playing for the software vendors. With experience across leading enterprises in Kazakhstan and internationally, we combine local insight with global best practices to deliver transparency, compliance, and sustainable cost efficiency in IT Service Management.

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