IT Service Management (ITSM)

Design, configuration, change, release, incident, problem and service desk management

IT Service Management

IT Service Management (ITSM) is an important core-focus at Synoptek.  ITSM is a process-based practice intended to align the delivery of various IT infrastructure and support services (Remote Monitoring and Management, RMM) within specific performance parameters that meet the needs of your business.  The three key components of successful ITSM delivery are people, technology, and processes.

Synoptek has integrated IT service management best practices with ITIL processes and over the past 20 years, fine-tuned everything to deliver “best-in-class” customer service.  By automating IT Help Desk processes and routing the inbound request to the best person for resolution, we save our clients money and improve resolution time.

One of the goals in managing IT Service Management processes is consistency.  If you need a question answered, are requesting a new service, making a change or need to resolve a problem, we strive to provide consistent, timely responses and exceed your expectations every time.

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Synoptek – People, Processes, Technology delivering IT Service Management


Our IT service management approach is to leverage industry best practices, tools, and methodologies. We constantly measure IT service management levels by; system availability, customer satisfaction, and customer retention.

Should you develop your own IT Service Management processes and systems?

Your ITSM approach should consider open source, proprietary software or services from an IT service management company.  Important elements to consider are:

  • Scalability and flexibility
  • Operating costs
  • Costs and time involved with moves, adds and changesSynoptek Consistent Performance Awards
  • Licenses
  • Maintenance contracts
  • Hardware and infrastructure costs
  • User interface
  • Training
  • Integration with your existing IT environment
  • Future integration issues
  • Ease of use
  • Platforms, applications and OS’s supported
  • Detailed presentation of monitoring information
  • Interfaces to other Help Desk and trouble ticket systems
  • Individual ticket information
  • Reporting and dashboards
  • Service Level Agreements

After addressing all of the above issues, the next step is the implementation and governance of “best practice” proven IT processes.  Keep in mind that the best ITSM operating models are never-ending process management and improvement projects.

The challenge of finding and retaining skilled ITSM staff coupled with the high cost of purchasing and maintaining software and hardware technology in-house may put an ITSM platform reach for many organizations.  We can help.

Synoptek IT Service Management, as a Service

Synoptek’s IT monitoring and management systems (RMM) combined with its 24×7 Help Desk Service centers utilize the latest ITSM systems.  Remove all of the tasks involved with operating and supporting an ITSM system from your organizations already taxed internal IT staff, allowing strategic IT staff resources to focus on projects and tasks that drive your business forward. Our advanced ITSM platform is easy to implement, fully managed and does not require large upfront

We adapt our IT Service Management (ITSM) processes to meet customer needs, and we are confident in delivering a solution that is quick to implement, with high-service value for immediate return on your investment. Whatever your IT support challenge, our advanced ITSM systems and 24×7 Help Desk Team can solve it.

We Deliver Professional Results for Incident and Service Requests

The Synoptek IT service management delivery system is modeled after the Information Technology Infrastructure Management (ITIL) framework for IT Service Management, fine-tuned over 20 years, to align IT service support with your business needs. Our engineers are trained on the methodologies and principles of using an advanced ITSM software platform and following the ITIL process framework, to ensure your incident and service requests are handled professionally, quickly, and on-time. Our service delivery model for incident and service management includes:

  • Organization and prioritization of IT service tickets
  • Directory services
  • Service restoration tracking
  • ITSM collaboration and documentation
  • ITSM reports and dashboards
  • Service configuration management
  • IT Asset Management
  • Policy and contract enforcementSynoptek Customer Service Awards 3
  • Change process management
  • Full SLA management of service incidents
  • Service-level driven reporting and escalation
  • Submit issues quickly via email, phone, dedicated web portal
  • Self-service web portal updates to issues
  • Priority-based queuing and escalation
  • Alignment between IT and business processes
  • Single point of contact for all IT issues


If you accept that your IT infrastructure is critical to your company and supporting your end-users is equally important, then you want to establish a relationship with an IT Service Management provider like Synoptek, an MSP that will be a partner with you and not a faceless vendor who just sells commodity solutions.

Understand Synoptek's Better Approach to: Managed IT Services, Cloud Hosting, IT Consulting and IT Security Services