SERVICE MANAGEMENT
Enterprise for any size

Lida consultants have extensive experience working with and administering many of the major Service Management platforms in the market today. We have worked as platform owners in medium and large organisations, driving continuous improvement and ensuring our customers get the most out of their platform of choice. Our key platforms are listed below.

Alemba Service Manager - a mature, full-featured tool with best-of-breed workflow engine. Lida have been Alemba global partners for more than 10 years and have delivered hundreds of projects across many sectors.

Freshservice - enterprise grade, AI-powered ITSM, for every business. Refreshingly simple but incredibly powerful. Lida are Freshworks partners, at the forefront of Freshservice implementations in the ANZ region.

ServiceNow - the dominant player in the market today. Lida consultants have worked with some of the world's biggest companies to help them make the most of their investment, with particular expertise in workflows, automation and ingteration.

Jira Service Management - Jira stands out for its developer-friendly integration. AI-powered automation and collaborative approach. Expect an announcement here soon about a new partnership between Lida and Jira (Atlassian).

BMC Helix - AI-driven service management, offering predictive analytics, intelligent automation, and multi-cloud capabilities to enhance IT operations.

Our broad exposure to many different Service Management platforms stands us in great stead to help businesses maximise their investment. Get in touch so we can chat about how we can help you.

INITIAL CONSULTATION
Free first point-of-contact session to establish operational needs
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REMOTE ADMINISTRATION
Day-to-day environment upkeep with experienced administrators
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REMOTE SUPPORT
Combined with Remote Administration, enables Level 2 & 3 support
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REQUEST AUTOMATION
Fully automated services, workflows and 3rd party integrations
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PLATFORM UPGRADE
Upgrade to the newest version of your tools, including Cloud and SaaS supported products
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TIME & MATERIALS CONSULTING
Pre-purchase consulting days (as credits) to be used however you need
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PROJECT DELIVERY
Fixed price, fixed scope project offering, covering any ITSM or ESM function
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TRAINING COURSES
Staff Induction, Process Workflow Walk-throughs and more
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Case Study

Problems

Default self-service portal is not user friendly
Low customer take-up of the portal and self-help
Options for ASM portal are not commonly known

Solutions

Using ASM widgets to improve global search
Providing a merged view of calls and requests
Improvements to user experience through screen design and visual language

We detail our experiences in designing ASM portals to improve user experience, branding, consistency and function.

We present two recent case studies, cloud based and on-premises, where we were able to make significant improvements to portal design and functionality using ASM's out-of-the-box design capabilities.

These resulted in increased use of the customer portal and self-help.

How Can AI Help You with ITSM?

The buzz around generative AI in IT Service Management is impossible to ignore. There is no doubt that the advances in AI expected over the next few years will transform the way IT departments deliver their services. But what can generative AI do for you right now? Where are organisations realising the benefit of AI today? Here are 30 examples of how organisations are using AI in ITSM right now.