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Enterprise Service Desk

IT services are evolving into business services as the boundaries between technology and business disappear.

Your fast access to a modern, scalable service desk

With technical and professional-methodical competence, our ITIL experts advise our customers in all questions concerning the design and organization of processes and the further development of a modern service desk.

Schneller Einstieg in einen modernen, skalierbaren Service Desk

 

 

IT services are evolving into business services as the boundaries between technology and business disappear.

From process consulting, tool selection and installation to the implementation of the service catalog and the associated governance, workflows and reports: we support our customers with tried-and-tested standards when it comes to making a central contribution to the success of the company with a high-performance service desk and the services organized within.

The Jira Service Desk supports the simultaneous use as

  • ITIL certified ITSM solution
  • Customer Self Service Platform
  • Help Desk

Webinar On-Demand

Produktive Teams führen zu zufriedenen Kunden
Event

Webinar: Produktive Teams führen zu zufriedenen Kunden

Our services

  • Consulting / workshop for the design of the service delivery model including the operational and governance structures of a modern service desk, including 
    • Efficient ticket management
    • Powerful roles and functions
    • Useful request types
    • Effective workflows
    • Team-oriented real-time communication
    • Appropriate monitoring goals
    • Key figure based reporting incl. SLA tracking
    • easy to use - Self Service Potentials
  • Identification of automation potentials
  • Installation, implementation including interfaces and rollout services 
  • Training incl. Key User Ramp Up
  • Administration and support
  • Cloud and Hosting Services
  • Rightsizing and licensing consulting

Book the Starter Package for your individual milestone plan to implement or optimize your IT Service Desk or contact our Atlassian Expert Team at Atlassian@TIMETOACT-GROUP.com!

Jira Service Desk as ...

... ITIL certified ITSM solution

ITIL certified ITSM solution

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Use customer feedback

Collection of customer feedback after completed request; direct communication to the team/employee

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams
… Customer Self Service Plattform

Customer Self Service Plattform

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and managed services for all purposes.

Customize the branding

Branding customer portal; point-and-click interface and no code

Creating a knowledge base

Add knowledge base (Confluence) to Jira Service Desk; help customers help themselves

Listen to your customers

Transforming feedback into customer satisfaction; tracking customer satisfaction with CSAT reporting

Speak the language of your customers

Worldwide first-class customer service with 8 supported languages; ready to use

Context related support

Integrated widget; customers can submit support requests from any website or product

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur
… Help Desk

Help Desk

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Extend your helpdesk experience

Choose from more than 500 apps in the Atlassian Marketplace; customize Jira Service Desk for all purposes

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Our Success Stories:

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Referenz 9/28/20

Onboarding solution of TIMETOACT

Introducing new employees to the company is faster, easier and more efficient with an efficient ticket system in Jira, for example. Our experts have developed a solution for this.
Referenz 8/8/22

Interdisciplinary collaboration at C&A with Atlassian

To homogenize the toolchain TIMETOACT replaced two independent ticketing systems for C&A Services GmbH &Co. with the Atlassian product range. With this step into the enterprise cloud, the fashion retailer is putting is putting an exclamation mark on cross-departmental and cross-location digital collaboration.
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Digitized processes increase efficiency

TIMETOACT & X-INTEGRATE accompany energy supplier e-regio on the way to digitalization. The consulting services in the project included the fields of content management, archiving, collaboration and automation.
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Referenz 10/4/21

Support for IBM software licenses and ILMT for GLS

TIMETOACT not only takes over the support of the ILMT for GLS IT Service GmbH and assists with the compliance of license requirements, but also advises in the future on questions regarding licensing and license acquisition.
Unternehmen

About us

Professional consulting in the use of Cloud Computing solutions for companies and organizations
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Cloud Consulting

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Enterprise Service Management

Our Enterprise Service Management Solution offers you a way to make Service Management accessible to all participants via an easy-to-use service portal. You can map your processes in this portal according to defined procedures and connect them to other systems. In addition, you relieve the process participants through automation.
Produktive Teams führen zu zufriedenen Kunden
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Webcast: Productive teams lead to satisfied customers

In a webcast, Arne Ralf, Atlassian Specialist at the TIMETOACT GROUP, will explain in a practical example how to unleash the full potential of your teams with a company-wide service desk and much more.

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Produkt 8/8/22

Jira Service Management

Powerful and intuitive service management solution for IT and service teams
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Open-sourcing 4 solutions from the Enterprise RAG Challenge

Our RAG competition is a friendly challenge different AI Assistants competed in answering questions based on the annual reports of public companies.

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Confluence and Jira Service Management in use at JKU

At the JKU Linz, 21,000 people study in over 60 subjects. In 2018, a service portal was created using Jira Service Management and Confluence based on the motto “Help customers help themselves.
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Service

Managed Services & Support

Our Managed Services ensure that applications are operated for you with a holistic understanding of infrastructure, licenses, support, applications and the corresponding expertise. This is done regardless of whether the application is to be operated at a hyperscale such as IBM Cloud, Google, AWS, Azure or onPrem.

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Technologie

Jira Service Management from Atlassian

Enable developers, operators, and other teams from different departments to collaborate and improve their service management responsiveness. Respond quickly to incidents, requests, and changes, and provide your customers with an optimized service experience.
Managed Services & Managed Support
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Managed Services & Managed Support

Our Managed Service Team of specialists will relieve your IT department. We ensure that you can work more efficiently, reliably and quickly
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Operationalization of Data Science (MLOps)

Data and Artificial Intelligence (AI) can support almost any business process based on facts. Many companies are in the phase of professional assessment of the algorithms and technical testing of the respective technologies.

Referenzen CLOUDPILOTS
Unternehmen

Our Success Stories

Our customers are very diverse. From traditional companies to start-ups and from SMEs to multinationals. The years of experience of our pilots make it possible.
Lösung 9/21/22

IT-Service-Management (ITSM)

IT Service-Management (ITSM) can be used to improve (business) processes in terms of customer and service orientation.
News 3/17/25

Lindsey Norman is joining our team in the USA

catworkx welcomes Lindsey Norman to a key consulting role in the US! With years of experience in Atlassian solutions for large organizations, she brings valuable expertise to our team.
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Workspace Security Assessment

Two of the most common topics for questions about Cloud services in general, and Google Workspace in particular, are security and data protection.
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DevOps and CI/CD

A DevOps introduction gains momentum and focus with the support of our experts. We record the initiatives and capture the context of the company.
News 3/28/22

TIMETOACT becomes OpenChain Partner

TIMETOACT becomes an official partner of OpenChain, a project of the Linux Foundation: With this partnership, the IT company qualifies to advise companies on the implementation of open source license management programs and to support customers adopting OpenChain ISO/IEC 5230.

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Application Performance Monitoring Service

Application Performance Monitoring automates the IT monitoring of your applications, detects impending failures in advance and reduces manual activities to a minimum.
Bannerbild zu Application Performance Monitoring Service
Kompetenz

Application Performance Monitoring Service

Application Performance Monitoring automates the IT monitoring of your applications, detects impending failures in advance and reduces manual activities to a minimum.

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