IT Service Management

IT Service Management

Incident Management

Let users raise tickets via email, self-service portal, phone, or in person. Track, prioritize, assign, and automate resolution processes to drive service desk efficiency.

Support Function

Self Service Portal
Enable users to look up solutions from the knowledge base even before raising tickets for their issues, and let them raise requests directly from the support portal that can be customized to reflect your brand's identity.
Knowledge Base
Create solutions for your incidents, automatically convert them to knowledge-base articles, and improve productivity by responding to similar requests with canned responses.
Service Catalogue
Offer multiple services for different departments through the user-friendly service catalog so users can place and receive requests in no
Set up simple automation functions as well as leverage the built-in capabilities to handle all your manual efforts. Prioritize, categorize, assign and close tickets, send for approvals, and notify agents and users automatically.

Alignment with ITL Practices

Change Management
Plan, roll back changes at a few clicks, and let relevant members evaluate and approve changes. Analyze and mitigate risks by assessing new changes before it's rolled out.
Problem Management
Isolate problems, link them to existing or past incidents, perform root cause analyses with Freshservice's timeline of events, and minimize disruptions to the business.
Release Management
Plan releases by documenting the build and test plans, set start and end dates to update team members by creating announcements in your Freshservice account.

Got Questions?

To learn more about how your business can benefit from our services, or about Thamani consulting services, Our representatives are available 24 hours a day, 7 days a week, 365 days a year.

Address: Niyi Okunubi Street, Lekki Phase 1, Lagos, Nigeria.