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IT Service Management (ITSM)

Facilitate, Consolidate and Automate Incident, Problem, And Change Management.

Kinsfolk is a leading IT solutions provider and systems integrator, with expertise across industry-leading tools. Kinsfolk provides local, skilled, and responsive services to support IT projects and operations.

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Bringing together expert services, the latest technology, and best practices, we achieve improved IT outcomes for businesses. We do this by giving independent advice, providing training and ongoing support, and implementing IT testing, monitoring, and management solutions.

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8+

Years of experience

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120+

Successful Projects

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45+

​Happy Clients

Kinsfolk provides in-depth ITSM implementation experience utilising industry-recognised frameworks and best practices to build successful, optimised ITSM platforms. Ensure governance of IT operations with ITSM support from Kinsfolk, allowing businesses to transform from reactive fire-fighters to proactive business enablers.

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World Class ITSM Services

A powerful, people-centric solution that exploits emerging technologies such as AI and machine learning. When you move up to ITSM you gain:

  • Predictive service management through auto-classification, assignment, and routing of incidents

  • Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers

  • Integrations with leading agile DevOps tools

  • Cognitive email analysis and automated actions on behalf of the user

  • Operational and deployment efficiencies via containerization

Incident & Problem Management

Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

  • Integrate all IT service support functions including change, asset, service level, service request, identity, and knowledge management

  • Gain direct visibility into business priorities through integration with a single CMDB

  • Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

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Knowledge Management

Bring key information to customers and support personnel, right where they need it.

  • Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support

  • Lifecycle management of knowledge articles for effective curation and up-to-date information

  • Robust multi-media content for enhanced support

  • External knowledge integrations to bring in multiple and disparate sources to help resolve issues

Change Management

Document and coordinate activities for change requests across your entire IT landscape—from data centers to desktops.

  • 40% reduction in failed changes through controlled release management

  • 55% reduction in cost per change event by using automated collision detection and impact analysis

  • 35% increase in process efficiency with out-of-the-box ITIL alignment

  • 33% reduction in level-one ticket costs as a result of reduced help desk calls

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Configuration Management (CMDB)

Support ITSM processes by providing a single source of reference for all your IT infrastructure and services.

  • Improve user experience with a modern, persona-based UI

  • Increase efficiency and stability with a single source of reference for all your IT infrastructure and services

  • Reduce costs by automating tasks that previously required manual intervention

  • Minimize IT risks with better understanding of change dependencies

  • Enable seamless integration between support and operations processes

Service Request Management

Define a catalog of service request types that reflect what services you offer to your internal or external customers.

  • Quickly gain efficiencies in the delivery and support of IT services through a self-service solution

  • Provide a centralized catalog of requests (including price, service-level targets, approval rules) to automate and monitor standard requests

  • Enable self-help through knowledge access to reduce the number of calls to the service desk

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Service Level Management

The tools you need to define, track, and report service levels.

  • Service insight: Monitor targets, performance, and compliance with dashboards for the business and IT

  • Service improvement: Use trend data to proactively identify issues, prioritize based on business urgency, and track against continuous service improvement plans

  • Service excellence: By automating the collection, analysis, and presentation of service level information, you can free your staff to concentrate on delivering excellent service

Modern Architecture

You have a Vision.
We have a way to get you there.

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