Greenfield operating models, tier restructuring & tooling uplift for high-performance desks.
The service desk is the most visible expression of an IT function — and often the least invested in. Service360 transforms desks from cost centres into capability centres: redesigning operating models, reshaping tiering, embedding knowledge and automation, and lifting both end-user experience and analyst engagement.
Four focused workstreams that combine into a single, evidence-based engagement.
Built-from-scratch service desk models for new plants, sites, business units, or carve-outs — staffing, shift patterns, escalation paths, governance, and tooling defined in one coherent design.
Moving from rigid L1 / L2 / L3 to swarming, skills-based routing, or hybrid models — matched to your ticket profile and analyst capability.
Establishing a knowledge-centred service (KCS) discipline that genuinely lifts first-contact resolution and reduces repeat tickets.
Right-sizing chat, portal, voice and email channels — and configuring the ITSM platform to support the model, not constrain it.
Anonymised situations from real engagements — the kinds of problems where Service360 is brought in.
A pharma client was commissioning a new manufacturing site in Southeast Asia and needed a fully operational service desk on go-live day. We designed the operating model, defined the staffing and shift structure, built the knowledge base from existing sister-site content, configured the ITSM workflows, and supported the first 60 days of operations.
An MNC was running five regional desks with five different processes, five tools and inconsistent service quality. We led the consolidation design — follow-the-sun model, unified ITSM platform, harmonised KPIs — and a phased migration that protected SLA performance throughout the transition.
A service desk's first-contact resolution had dropped from 68% to 41% in 18 months while ticket volumes grew. We diagnosed the root causes (knowledge decay, untrained agents, unclear scope), launched a KCS programme, restructured tier-1 / tier-2 handoffs, and rebuilt FCR to 72% in five months.
Every engagement produces a defined set of evidence-based artefacts you can act on immediately.
Heads of Service Desk, IT Operations Managers, and CIOs facing a new site stand-up, a regional consolidation, a vendor transition, or a service-quality recovery situation.
Fixed-scope, fixed-fee packages calibrated to engagement depth. All fees in SGD, exclusive of travel for non-Singapore engagements.
Fees are indicative starting points. Final scope and fee are confirmed in a written engagement letter after a no-obligation scoping conversation. Day-rate model available for engagements that don't fit a packaged tier — contact us to discuss.
Most engagements start with a no-obligation 30-minute conversation to understand what you're trying to solve.