IT Service Desk and Management

IT Service Desk and Management

Our IT helpdesk service offerings for small, medium and large businesses requiring full or part-time support desk services, application helpdesk support, customer service desk, or full-blown technical service resource centres. Our ITIL certified IT professionals offer high-quality business IT support desk and remote network monitoring services – available 24x7x365 via phone, email, web chat, or our secure web portal. Our root-cause learning engine blindly scores thousands of responses from multiple customer environments to enable us to solve problems right the first time

As a ServiceNow (SNOW) sales and service partner, MOURI Tech utilizes SNOW IT Service Management platform (ITSM) which enables our IT help desk support staff to quickly and efficiently resolve support issues as they occur. Based on the ITSM platform we built for our client “Citizens Parking”, we were able to automate their HR processes, increase overall IT productivity by 70% and reduce time to raise and resolve the service tickets by 50%.

In addition to SNOW ITSM, we have successfully implemented several other modules of SNOW including: ITOM (IT Operations Management), PPM (Portfolio Project Management), HR Service Delivery (including Time Management, Onboarding, Case Management etc.) etc. MOURI Tech’s express methodology helps customers to reduce implementation time and costs. Our Integration experts assisted Clients in Integrating SNOW modules with various ERPs (Including: SAP, Salesforce, PelpleSoft, Microsoft etc.), Cloud (Azure and AWS) systems and Monitoring tools (AppDynamics, Nagios etc).

IT Service Management

MOURI Tech helps organizations supercharge their IT services and reduce costs with ServiceNow IT Service Management and MOURI Tech Services and Sales partner to ServiceNow which enables us to serve customers better based on specific requirements.

Through intelligent workflows, automation, and end to end integration with other applications and data sources, we enable organizations to harness the full power of ServiceNow. This results in improved IT productivity, improved visibility, reduced costs, and flexible IT services. Our consultative approach to ServiceNow implementations and proven delivery methodology help us optimize the value our clients derive from the ServiceNow ITSM suite of solutions. We facilitate a smooth and hassle free transition to ServiceNow.

Ask us about our experience with advanced ServiceNow features like Agent Intelligence, Chatbots, and Interactive Dashboards across the ITSM suite of solutions.

Implementation Services

  • Solution & Strategy:

    Targeted workshops to build roadmaps. Review existing implementations. Perform gap analysis and recommend next steps.

  • Essentials Implementation:

    Go Live in 2 weeks for each application with out of the box capabilities.

  • Targeted Implementation:

    Standard integrations, workflows, notifications and SLAs.

  • Advanced Implementations:

    Configure for client specific complexities, maturity and integrations with third party applications.

  • Enablement & Adoption:

    Customized program to enable users to leverage ServiceNow effectively and drive adoption and success.

  • Enhancements:

    Support ongoing enhancements to existing ServiceNow implementations, integrations with other applications, etc.

  • Upgrades:

    Upgrade to the latest version of ServiceNow and leverage newer features and functionality.