ITSM

Using ITIL® as the foundational framework, Softility is empowering several large enterprises, including Fortune 500 companies to define powerful ITSM strategies. We develop roadmaps to streamline your practices, projects, platforms, and workflows with cutting-edge frameworks to transform your digital services into a bespoke, value-driven, well-connected IT services function with a consultative outlook.

We perform a strategic assessment of your issues, help define your vision, and create a roadmap for implementing vendor-agnostic ITSM solutions that improve efficiencies, free up resources to focus on core competency innovation instead of “keep-lights-on” activities, and result in cost-savings. Being vendor agnostic enables us to work in the best interest of your business by implementing a combo of tech stacks best suited to your needs.

To help you significantly reduce costs, we review and optimize your license usage, and advise you on creative ways to reduce your license footprint. We identify service areas for improvement and strategize the implementation of service request management, change management, incident management, asset management, and knowledge management.

Creating a strong platform foundation begins with creating high-quality valued data sets with a strong life cycle. Pre-ITSM, most businesses deal with low-quality, disparate, and fragmented data. With 2-decade experience providing high-impact vendor-agnostic customized ITSM solutions for large enterprises, including Fortune 500 companies, Softility helps you establish a strong foundation platform.

We help you document the full data flow chain across your platform and also define actions for obsolete data objects and deviations. Before implementing ITSM processes, we help you complete foundation data and platform core configuration activities. We then create common forms and workflows and build in approvals, roles, permissions, and reporting structures,

We provide a repository of common data tables, structures, and objects such as organizations, people or users, support groups, companies, locations, categorization, operational and product catalogs, organizational structures, cost centers, locations, and groups – shared between multiple applications, processes, or use cases as foundation data. Such foundation data becomes the basis of efficient service automation and creates a strong foundation platform.

Automated digital workflows help businesses deliver exceptional digital services and enhanced experiences for customers and employees. We are enabling large enterprises including Fortune 500 companies to unlock heightened employee productivity by automating manual workflows in multi-step IT and network activities. This helps streamline and maximize process efficiencies, minimize errors, and expand self-service capabilities.in Incident, Problem, Change, and Service management processes – with SLAs, roles, responsibilities, decisions, approvals, and interactions.   

With our powerful and unified platforms, we help you reduce costs by eliminating duplication, bottlenecks, and redundancy of manual work by digitizing and automating your IT workflows to improve business performance and collaboration; customer workflows for enhanced help desk experience; functional workflows for improved employee services across IT, HR, facilities, finance, and legal departments; and platform workflows to connect all assets, apps, and data on a unified platform.

With workflow automation, we help you drive IT and network efficiency, reduce OPEX, eliminate manual errors from repetitive activities, build transparency and accountability, and ensure quick delivery of IT and network operational services.  

With powerful integration solutions, Softility is helping some of the world’s largest businesses significantly reduce opex worth millions of dollars through significant IT and network operations efficiencies. We help you seamlessly connect your ITSM platform with other vendor apps, databases, legacy systems, and workflows. We go beyond mere data syncing and implement end-to-end inter-application workflow automation for secure data transfer between apps, enabling real-time updates across services.

With interconnectivity-led integration and automation, we enable you to start on day one with customizable ready-to-use templates. As your trusted service integration services partner, we help you cut costs and save time with vendor consolidation services. Without disrupting your current tools and work, we get you up and running with pre-built integration hubs and automation platforms that perform ITSM integration with Help-Desk and Ticketing Management, HRMS, Asset Management, ITOM, Access Management platforms, CRM systems, remote monitoring software, and DevOps.

We also provide quick and holistic effective integrations of multiple ITSM tools implemented across the business – such as ServiceNow, Jira, Zendesk, Salesforce, Github, Greenhouse, Okta, etc., to ensure secure, seamless, and synced org-wide sharing of data and knowledge.

Businesses can leverage Artificial Intelligence (AI) to instantly improve org-wide collaboration in help-desk and knowledge management processes through virtual assistants and chatbots. Our VAs and chatbots provide automated conversational 24×7 first-contact support capability for self-service portals, IT support apps, project collaboration tools, and interfaces for incidents and change management.

We help you implement automated “better, faster, cheaper” chatbots from the best-suited platform, studio, or vendor. These chatbots range from menu-based VAs for FAQ, linguistic-based VAs for predictive Q&As, self-improving ML-based chatbots with a pre-populated historical knowledge base, and voice-enabled bots with device-based engagement. We integrate your ITSM tools with chatbots, define FAQs, create scripted responses and messaging, and continuously work to refine and maximize their potential.

With ML and NLP capabilities, our chatbots help you provide relevant knowledge to end users, handle requests, create tickets, and resolve issues. You significantly cut opex with 24×7 access to quick assistance, reduced call volumes and waiting times, and swift knowledge-sharing.

With 20 years of experience in implementing IT and network service management solutions, we offer next-generation managed services that simplify your support models for diverse ITSM requirements. Our certified engineers with expertise in open-source and vendor-based technologies provide 24×7 global support and use AI and ML-driven automation tools to improve the efficiency of ITSM-managed services. We eliminate the costs associated with the multi-level escalation triage support models for incidents.

We offer end-to-end managed services through the ITSM adoption cycle. We ensure strong foundations, leverage ITSM platforms, and extend value through automation of operations to reduce incident volume, infuse auto-remediation, build-in proactive problem management, improve SLAs, and ensure operations continuity.  

By partnering with us you cut down IT operations overheads, eliminate the cost of hiring and training new staff, enable monitoring, provide your users access to a dedicated service desk, lower downtimes, and improve productivity. Our expert backup and disaster recovery services keep your data secure and reliant. You have scalable access to our technical, functional, and ITSM specialists who maintain your IT and Network operational services data while helping you derive the full potential of ITSM transformation.