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IT Service Management & Support

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About

FULL-SPECTRUM IT SERVICE MANAGEMENT.

As the technology you offer evolves, so should your support strategies. With today’s user expectations creating more demand than ever, it is critical that your IT support offers service that is available, effective, and efficient.

Our IT service management capabilities build quality and consistency into your IT services framework, supporting the entire user lifecycle and driving value to all users, where, how, and when they need it.

MANAGED IT TEAMS & OPERATIONS

ITIL-Certified Leadership and Staff

OMNICHANNEL SUPPORT

Proactive ANALYTICS & Monitoring

NPS & CUSTOMER SATISFACTION

SERVICE BENEFITS

WHY IT SERVICE MANAGEMENT?

Our approach is to work rapidly, capably, and collaboratively with our clients to deliver effective, high-quality, critical services, continually evolving with your operational needs.

SCALE ON-DEMAND

Meet fluctuating demand with scalable teams and realistic ramp plans that accommodate your needs.

FASTER Response Times

Precision workload balancing, scheduling, and management to ensure every inquiry gets answered.

Increased Support Quality

Quality-oriented service focused on accuracy, completeness, and customer satisfaction.

Enhanced End User Experience

Workflow and SOP designs which are oriented to deliver value to the user base, addressing business and technical needs.

Improved Productivity

Ensuring all team members are effectively utilized via a balanced scorecard that measures all critical factors.

Shift-Left Efficiencies

Focusing on upstream and downstream escalations and workflows to identify areas to increase FCR.

WHY EVERGREEN

HOW WE SUPPORT YOU.

it service management team working at a desk, facing each other

Technical Capabilities

Our teams bring years of experience across all major industries, delivering support to Fortune 100 enterprises as well as local organizations that require a different approach. We work with all major Tier 1 CRM, EHR, ERP, and ITSM platforms and can seamlessly integrate with your systems.

Industry Best Practices

We work with our clients to ensure alignment with key methodologies such as ITIL, while driving value through the adaptation of automation, knowledge management, leveraged technologies, customized user experiences, and feedback loops.

Rigorous Root Cause Analysis

Our analytics don’t just look for trends. We highlight the anomalies that help pinpoint potential opportunities for efficiency and improvement while conducting RCA, Pareto Analysis, and other methods such as Kepner-Tregoe problem analysis.

HOW WE DELIVER.

1

UNDERSTAND YOUR NEEDS

We get to know you and your needs first. We survey your environment to understand how the user base accesses, requests, and uses the technology you offer, while also assessing where your users are, who they are, and what they expect.

2

BUILD CUSTOM SOLUTIONS

Our solutions are custom-built around driving value to your user base and to the organization through simplified workflows, targeted support, and adaptable technology.

3

PROVIDE EXPERT DELIVERY

We continually monitor our team’s success against a balanced scorecard to ensure a complete view of performance while providing informed recommendations based on the user experience and issue patterns.

WHO WE SERVE

SUPPORTING ALL INDUSTRIES.

Backed by Insight Global, a top 10 staffing firm in the U.S., Evergreen is capable of supporting the corporate environment across all industries.

HEALTHCARE

BANKING & FINANCE

Media & Entertainment

EDUCATION

RETAIL

HOSPITALITY

MANUFACTURING

LEGAL

OUR EXPERIENCE

CLIENT SUCCESS.

PROVIDING GLOBAL, AROUND-THE-CLOCK IT SERVICE MANAGEMENT SUPPORT.

it service management employee talking on a headset at a computer

Client Challenge

Our client, one of the largest global law firms, was seeking a partner to transition and deliver seamless service desk support in a 24x7x365 coverage model. This team would need to serve as the front line for the firm’s IS division and assist the IS organization in managing processes for incidents, changes, service requests, and problems. In parallel with this effort, our client was migrating from their current ITSM platform along with a new IVR integration and was seeking a valued partner to advise on system design, workflow creation, best practices, and key value-added features.

Our Solution

Evergreen designed a fully remote, dedicated service desk delivering responsive, accurate, and timely IS Support to all client staff and VIP-specific support services, augmented with our world-class level of delivery, best practices, and enabling methodologies.

  • Service desk management and governance focused on ensuring transparency, driving innovation, creating scalability, responding to urgent requests, assisting with testing, and conducting analysis to identify trends.
  • Develop and implement a training and knowledge management program to ensure continuity of information in conjunction with a Root Cause Analysis approach and remediation with the focus on minimization and elimination of delays, procedural defects or customer impact occurring in the environment.
  • Multi-tiered team of Tier 1, Tier 2, senior, and management associates bringing a wide range of tested and verified technical and service expertise.

FAQs

What to Know About IT Service Management & Support.

Yes, Evergreen has partnered with a top-tier omnichannel cloud contact center platform, delivering exceptional customer experience, rapid deployment, industry-leading features such as voice, chat, text and callback channels, along with highly adaptable integration, including native APIs with systems including Salesforce, Oracle, ServiceNow, Zendesk, and more. Evergreen can also build solutions which utilize existing infrastructure provided by our clients, ensuring that we are fully utilizing functionality as designed, and operating within our client’s environment and protocol.
Evergreen’s Center of Excellence includes a dedicated training and learning management discipline that works with each of our clients to develop custom training modules which can focus on elements such as active listening, call control, chat and text etiquette, persuasion and conflict management, mirroring, and diversity and inclusion.
Yes, our programs are custom designed with every requirement in mind. All of our IT service management programs are represented by dedicated, onshore teams, and many include on-premise and fully hosted teams which utilize Evergreen infrastructure to access client systems and platforms.

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