Enterprise Service Desk

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.

Webcast: Productive teams lead to satisfied customers

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

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

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

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:

Our service offer for Mendix

The Dutch software manufacturer gives us the possibilities to create platform-independent low/no-code solutions for you with its products. In addition, we offer a wide range of services related to Mendix and are available to you from conceptual design to hosting and operation of your new solution.

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.

Microsoft Power BI

Power BI is the ideal complement to the Microsoft-centric analytic solution in the enterprise. As a standalone version "Power BI Desktop" it is free of charge. With Power BI, companies create quick, comprehensive and meaningful visual analyses.

IBM Cloud Pak for Data – Test-Drive

By making our comprehensive demo and customer data platform available, we want to offer these customers a way to get a very quick and pragmatic impression of the technology with their data.

IBM Cloud Pak for Data Accelerator

For a quick start in certain use cases, specifically for certain business areas or industries, IBM offers so-called accelerators based on the "Cloud Pak for Data" solution, which serve as a template for project development and can thus significantly accelerate the implementation of these use cases. The platform itself provides all the necessary functions for all types of analytics projects, and the accelerators provide the respective content.

License Optimization

With our License Consulting we help you to determine the actual demand and to carry out a RightSizing in coordination with you. .

Mendix in the manufacturing industry

Have solutions designed directly by the experts in your company's divisions and thus ensure that the solution implements the exact requirements of the specialist department. Use a wide variety of connectors to collect and evaluate all decision-relevant information.

Notes / Domino

Within the TIMETOACT GROUP we have decades of experience with Notes and Domino. As HCL Business Partner we offer you a fast and uncomplicated access to the manufacturer.

IBM Cloud Pak for Data

The Cloud Pak for Data acts as a central, modular platform for analytical use cases. It integrates functions for the physical and virtual integration of data into a central data pool - a data lake or a data warehouse, a comprehensive data catalogue and numerous possibilities for (AI) analysis up to the operational use of the same.

Microsoft Azure Synapse Analytics

With Synapse, Microsoft has provided a platform for all aspects of analytics in the Azure Cloud. Within the platform, Synapse includes services for data integration, data storage of any size and big data analytics. Together with existing architecture templates, a solution for every analytical use case is created in a short time.

Mendix for Finance & Insurance

With its low-code platform, the manufacturer Mendix enables you to drive forward the digitization of your company even with small teams. Quickly create individual solutions and, thanks to the simple implementation option, have the solution developed directly in the specialist departments.

Microsoft Azure

Azure is the cloud offering from Microsoft. Numerous services are provided in Azure, not only for analytical requirements. Particularly worth mentioning from an analytical perspective are services for data storage (relational, NoSQL and in-memory / with Microsoft or OpenSource technology), Azure Data Factory for data integration, numerous services including AI and, of course, services for BI, such as Power BI or Analysis Services.

Open Source Compliance

Prevent risks with optimal license management. We are at your side and show you the rights and obligations of the individual licenses.

Incident communication management

Statuspage allows you to keep track of the status of individual system-relevant components as well as a history of past incidents. Our self-created solution also allows you to connect various monitoring tools and query them in specific cycles. The component failure automatically generates an e-mail to your ticket system.

IBM Cloud Pak for Data System

With the Cloud Pak for Data System (CP4DS), IBM provides the optimal hardware for the use of all Cloud Pak for Data functions industry-wide and thus continues the series of ready-configured systems ("Appliance" or "Hyperconverged System").

Decision Optimization

Mathematical algorithms enable fast and efficient improvement of partially contradictory specifications. As an integral part of the IBM Data Science platform "Cloud Pak for Data" or "IBM Watson Studio", decision optimisation has been decisively expanded and embedded in the Data Science process.

IBM Spectrum Protect

Spectrum Protect is the leading data protection solution from the American industry leader IBM. As TIMETOACT, we take a holistic view of cyber security and focus on building resilient IT and OT.

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.

IBM Planning Analytics mit Watson

IBM Planning Analytics with Watsons enables the automation of planning, budgeting, forecasting and analysis processes using IBM TM1.

Bamboo, Bitbucket, Sourcetree

Continuous Integration and a Continuous Delivery Pipeline with Bamboo, Bitbucket and Sourcetree. We can help you with our years of experience as a user as well as a solution partner of Atlassian products in many areas.

IBM Cloud Pak for Automation

The IBM Cloud Pak for Automation helps you automate manual steps on a uniform platform with standardised interfaces. With the Cloud Pak for Business Automation, the entire life cycle of a document or process can be mapped in the company.

IBM Cognos Analytics 11

IBM Cognos Analytics is a central platform for the provision of dispositive information in the company. With the reporting and analysis functions of IBM Cognos, the relevant information can be prepared and used throughout the company.

Microsoft SQL Server

SQL Server 2019 offers companies recognized good and extensive functions for building an analytical solution. Both data integration, storage, analysis and reporting can be realized, and through the tight integration of PowerBI, extensive visualizations can be created and data can be given to consumers.

Containerisation with Open Source

Containerization is the next stage of virtualization and provides secure and easy compartmentalization of individual applications. The process of deploying an app has been simplified many times in recent years.

Skills App - Maximize your company knowledge

The Skills App offers comprehensive skills management for companies of all sizes and helps you to make the best possible use of your employees' knowledge and skills. Quickly identify the ideal employees for projects and positions, expand your skills database and increase your competitiveness.

Timechanger: Bulk changes to worklogs in Jira Datacenter

Adapt Tempo for Jira to your needs and integrate your Atlassian time recording into the ERP landscape, such as SAP or HCL Domino, seamlessly.With our Timechanger plugin, you can move worklogs in Jira Datacenter to another issue and another account via bulk change.

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.

Tempo Customizing and Integration

Adapt Tempo for Jira to your needs and integrate your Atlassian time recording into the ERP landscape, such as SAP or HCL Domino, seamlessly.

Confluence from Atlassian

Create, organize, and collaborate on tasks - all in a single place. Confluence is a workspace for teams and organizations where you can store your documentation and collaboratively develop and share knowledge. Dynamic pages give your team a place to create, capture, and collaborate around projects or idea development.

Third Party Integration

The concept of bringing together the most important information in a central Digital Workplace platform (HCL and beyond) is now being continued with the ICEC Atlassian Confluence & Jira integration.

Event

Webcast: Productive teams lead to satisfied customers

IBM License Metric Tool (ILMT)

The IBM License Metric Tool (ILMT) is provided free of charge by IBM to ensure monitoring of IBM software in virtualized environments.

IBM Watson Studio

IBM Watson Studio is an integrated solution for implementing a data science landscape. It helps companies to structure and simplify the process from exploratory analysis to the implementation and operationalisation of the analysis processes.

IBM Watson Assistant

Watson Assistant identifies intention in requests that can be received via multiple channels. Watson Assistant is trained based on real-live requests and can understand the context and intent of the query based on the acting AI. Extensive search queries are routed to Watson Discovery and seamlessly embedded into the search result.

HCL Digital Xperience

A portal server is particularly suitable for companies that operate many online services and applications. Several portal pages can be placed and wired together via the "portlet wiring".

IBM Watson® Knowledge Catalog/Information Governance Catalog

Today, "IGC" is a proprietary enterprise cataloging and metadata management solution that is the foundation of all an organization's efforts to comply with rules and regulations or document analytical assets.

IBM SPSS Modeler

IBM SPSS Modeler is a tool that can be used to model and execute tasks, for example in the field of Data Science and Data Mining, via a graphical user interface.

Mendix in retail

Improve collaboration with suppliers, enhance the customer experience or add intelligent automation. Transform creative ideas into innovative concepts to increase efficiency across multiple areas of your business.

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.

Talend Data Integration

Talend Data Integration offers a highly scalable architecture for almost any application and any data source - with well over 900 connectors from cloud solutions like Salesforce to classic on-premises systems.

Talend Application Integration / ESB

With Talend Application Integration, you create a service-oriented architecture and connect, broker & manage your services and APIs in real time.

IBM InfoSphere Information Server

IBM Information Server is a central platform for enterprise-wide information integration. With IBM Information Server, business information can be extracted, consolidated and merged from a wide variety of sources.

Pimcore als Open Source Software Platform

Pimcore is a free-to-use open source software platform and is already used effectively in many corporate fields. With Pimcore, your classic day-to-day business problems with portals and websites are easily solved as we tailor the platform to your specific business requirements.

Cloud from Atlassian

Atlassian Cloud gives even small teams the ability to leverage the Atlassian product world. It allows you to flexibly adjust the number of users. Furthermore, you can choose from three paid variants of Cloud products. In this way, you always adapt your Atlassian product to your individual requirements. The multiple certified Atlassian Cloud solutions are hosted at Amazon Web Services Inc.

IT Monitoring & Service Assurance Consulting

Ensure the continuous operation of your IT and enable customers and employees to use IT services and products without problems.

Microsoft

We are one of the few companies with Microsoft Gold Partner status for Collaboration and Content. This status enables us to work closely with Microsoft and brings a number of benefits for our customers.

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.

Cloud Consulting

A partner for all your questions: CLOUDPILOTS evaluates and deploys suitable cloud services. When our experts advise you, we consider it a partnership of equals.

Databases with Open Source

Every dynamic application needs some form of database to store its data logically and sorted. However, there is no one-size-fits-all solution, but it should always be looked at the use case to make the appropriate choice.

HOCHBAHN Managed Services

A high-performance and transparent IT forms the basis for being able to react quickly to new requirements. The IT specialists of TIMETOACT GROUP take over the managed services for the entire IBM WebSphere platform of Hamburger Hochbahn AG (HOCHBAHN).

IBM Netezza Performance Server

IBM offers Database technology for specific purposes in the form of appliance solutions. In the Data Warehouse environment, the Netezza technology, later marketed under the name "IBM PureData for Analytics", is particularly well known.

Automation with Open Source

Automation tools provide a remedy by independently taking over some of the tasks that would otherwise fall to developers.

IT & Business Service Monitoring Solutions

With IT service monitoring, you can uniformly monitor the IT-supported services in your company. You have an overview of the current status of the services at all times, quickly identify the cause in the event of disruptions and thus remain able to act.

Hyland

We are partners with Hyland. Hyland is a Gartner and Forrester award-winning leader in content services, enabling thousands of organizations to deliver better experiences for people.

Web server with Open Source

Web servers provide their application with the gateway to the world: this is where requests for data for a complex web app and resources for a website go in and out.

Talend Data Fabric

The ultimate solution for your data needs – Talend Data Fabric includes everything your (Data Integration) heart desires and serves all integration needs relating to applications, systems and data.

IBM Db2

The IBM Db2database has been established on the market for many years as the leading data warehouse database in addition to its classic use in operations.

Talend Real-Time Big Data Platform

Talend Big Data Platform simplifies complex integrations so you can successfully use Big Data with Apache Spark, Databricks, AWS, IBM Watson, Microsoft Azure, Snowflake, Google Cloud Platform and NoSQL.

Enterprise Architecture – Synchronising Business and IT

With pragmatic approaches and based on industry standards (TOGAF), we support clients in the introduction of an effective EAM.

Lösung

IT-Service-Management (ITSM)

IT Service-Management (ITSM) can be used to improve (business) processes in terms of customer and service orientation - the use of the right tools and the structured organization of the IT department are important here.

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.

HCL Connections

HCL Connections is a leading social networking platform that lets you get your work done quickly and easily.

TIMETOACT provides support for ISO/IEC 19770-1 certification

As Certification Patron, we support you with ISO/IEC 19770-1 certification so that you can benefit from the advantages of certification. We develop and optimize your ITAM system according to the "Plan-Do-Act-Check" process model for an effective and efficient license management.

IBM Cloud Pak for Application

The IBM Cloud Pak for Application provides a solid foundation for developing, deploying and modernising cloud-native applications. Since agile working is essential for a faster release cycle, ready-made DevOps processes are used, among other things.

IT Service Management – Optimal support for IT processes

IT should be customer and service oriented. We help you implement effective and efficient IT service management

HCL Leap and Volt

An intranet has the potential for a fully functional digital workplace. To achieve this, the individual user must have access to various tools.

Advice around Mendix

Develop your solutions quickly and independently in low-code with the leading technology vendor. Use the Mendix toolkit and model your applications with visual elements.

Atlassian Enterprise Cloud

Enterprise-class scaling, security and governance for the Atlassian Cloud.

IBM Watson Discovery

With Watson Discovery, company data is searched using modern AI to extract information. On the one hand, the AI uses already trained methods to understand texts; on the other hand, it is constantly developed through new training on the company data, its structure and content, thus constantly improving the search results.

RedHat

We are RedHat Advanced Partner. With RedHat as the market leader in Open Source IT solutions, we support our customers in actively designing and implementing their cloud journey.

IBM Watson Knowledge Studio

In IBM Watson Knowledge Studio, you train an Artificial Intelligence (AI) on specialist terms of your company or specialist area ("domain knowledge"). In this way, you lay the foundation for automated text processing of extensive, subject-related documents.

Managed service support for central platform stability

To ensure the quality, availability and performance of the platform at all times, TIMETOACT supports N-ERGIE as a managed service partner.

Enterprise Content Management (ECM) & Archiving

With Enterprise Content Management (ECM), all data, information and documents are stored, archived and managed in a context-related manner on a single platform. ECM systems offer numerous advantages for managing the increasing number of (un)structured electronic documents and data.

IT Sourcing & Vendor Management – Managing IT Partners

We ensure the application of best practice methods for the selection and evaluation of IT vendors and service providers and for cost-optimized supplier management.

IT Asset Management – Reducing Costs and Risks Sustainably

We help customers to increase the transparency of IT assets in use, identify potential savings for hardware and software, and avoid compliance risks at the same time.

HCL Connections Engagement Center

The HCL Connections Engagement Center (formerly known as XCC) adds communication to the HCL Connections collaboration platform.

Enterprise Content Management (ECM) & Archiving

Data Governance

Data Governance describes all processes that aim to ensure the traceability, quality and protection of data. The need for documentation and traceability increases exponentially as more and more data from different sources is used for decision-making and as a result of the technical possibilities of integration in Data Warehouses or Data Lakes.

Agile Software Development

A project rarely turns out as it was initially planned. Agility does not only apply to Project Management, but also to methods and processes of Software Development in order to avoid risks and undesirable developments during the process.

Enterprise Content Management (ECM) & Archiving

Demand Planning, Forecasting and Optimization

After the data has been prepared and visualized via dashboards and reports, the task is now to use the data obtained accordingly. Digital planning, forecasting and optimization describes all the capabilities of an IT-supported solution in the company to support users in digital analysis and planning.

Teamworkx Cloud Hosted

With Teamworkx Cloud Hosted, catworkx offers a future for customers who neither want to do without their proven on-premises functionalities nor operate their own infrastructure.

News

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.

Our starter packages

Fast access to a modern and scalable service desk, efficient task and Project Management across all business processes and performance check

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 without needing to worry about the operation and maintenance of the infrastructure.

License analysis and license consulting

Only well-founded information can serve as a basis for meaningful decisions or budgeting. Therefore, we are happy to offer you an inventory of your licenses and our experts will also analyze your infrastructure.

License and contract optimization

Based on the license analysis, we check the feasibility of potential savings from both a technological and commercial point of view.

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.

Cloud Migration | Atlassian

The TIMETOACT team has been able to develop best practices as a result of a large number of migrations in recent years. These form the foundation of our standards, templates, scripts, and checklists and help you to move securely into the Cloud.

Managed service support for optimal license management

To ensure software compliance, TIMETOACT supports FUNKE Mediengruppe with a SAM Managed Service for Microsoft, Adobe, Oracle and IBM.

Enterprise Content Management (ECM) & Archiving