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IT Service Management (ITSM)

About

Our ITSM Services

IT service management lays the groundwork for your organization’s technology initiatives.

Whether your focus is cloud and data modernization, implementing AI and automation throughout the business, or evolving the service your IT teams deliver, Evergreen improves the bedrock of your organization with enhanced ITSM.

Our industry experts develop solutions that improve quality, scalability, retention, and innovation. And we’re vendor neutral, so we can implement ITSM strategies based on your current technologies.

Service Benefits

Evergreen’s Value Add to IT Service Management

Rooted in talent, we’ll leverage our technology and relationships to build the right solutions for your business. So not only do we develop custom processes and solutions for your tech operations, but we also build and manage the teams putting those plans into action. Evergreen offers a host of service types in ITSM:

ITSM Consulting

Need ITSM consulting? Our experts have the knowledge and experience to consult on connecting your strategy to growth and innovation.

ITSM Managed Services

Evergreen offers a fully managed ITSM service—from developing strategy to building and managing a team. Plus, we have transparent reporting systems, so you know exactly how we’re delivering success.

Custom Services Based on your needs

Have a strategy in place but need help executing? We have the talent engine, expertise, and leaders in place to bring your IT operations to life.

Our experts become an extension of your team, creating tailored processes and solutions that improve quality, scalability, retention, and innovation. Together, let’s unlock your business potential.

Services

In-Depth ITSM Service Offerings

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IT Service Management (ITSM)

Today’s user expectations demand more from IT support. It’s essential that your IT services are available, effective, and efficient to meet your customers’ needs.

Our ITSM capabilities build quality, consistency, and scalability into your IT services framework. They support the entire user lifecycle and drive value to all users. Just some of our ITSM offers include:

  • Tier 1 support, event monitoring and response
  • Identity, credential, and access management
  • Incident, request, problem, and change management
  • Consolidation and centralization

Desktop Services

When an employee’s machine isn’t working, they’re not working. We bring the operational know-how to manage, fix, and maintain your organization’s desktops and the teams that manage them. Other desktop services include:

  • PC refresh and lifecycle management
  • Deployments
  • General support
  • Asset management
  • PC/Desktop operations
  • White Glove support
  • Break/fix
A man in tech operations using a laptop computer in a server room

FAQs

Yes! Evergreen partners with a top-tier omnichannel cloud contact center platform to deliver solutions. They have highly adaptable integration, including native APIs with systems like Salesforce, Oracle, ServiceNow, Zendesk, and more.

We can also build solutions that utilize existing infrastructure provided by our clients. Our goal is to work with your needs—not change them.

Yes! Our programs are designed with every staffing capability in mind. We provide fully onshore, nearshore, and offshore teams—or any hybrid of those. We can find talent in over 150 countries, and we have global delivery capabilities in Mexico City and Hyderabad.

Whatever your business needs are, we can provide the strategy and talent solution.

Evergreen’s Center of Excellence includes a dedicated training and learning management discipline. We work with our clients to develop custom training modules that focus on elements like:
–Active listening
–Call control
–Chat and text etiquette
–Persuasion and conflict management
–Mirroring
–Diversity and inclusion

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