%20--%3e%3csvg%20version='1.1'%20id='Layer_1'%20xmlns='http://www.w3.org/2000/svg'%20xmlns:xlink='http://www.w3.org/1999/xlink'%20x='0px'%20y='0px'%20viewBox='0%200%20216%2056.1'%20style='enable-background:new%200%200%20216%2056.1;'%20xml:space='preserve'%3e%3cstyle%20type='text/css'%3e%20.st0{fill:%230C62FB;}%20%3c/style%3e%3cg%3e%3cpath%20class='st0'%20d='M39.2,50.7c0,2.4,1.9,4.3,4.3,4.3h6.3V0H39.2V50.7z'/%3e%3cpath%20class='st0'%20d='M82.4,19.9c-2.6-3.2-6.4-5.4-11.8-5.4c-10.9,0-19.1,8.9-19.1,20.8s8.2,20.8,19.1,20.8c5.4,0,9.2-2.2,11.8-5.4%20v0.1c0,2.4,1.9,4.3,4.3,4.3h6.1V15.6H82.4V19.9z%20M72.6,46.2c-6.2,0-10.2-4.8-10.2-10.9c0-6,4-10.9,10.2-10.9%20c6.1,0,10.2,4.6,10.2,10.9C82.8,41.5,78.7,46.2,72.6,46.2z'/%3e%3cpath%20class='st0'%20d='M95.6,50.7c0,2.4,1.9,4.3,4.3,4.3h6.3V0H95.6V50.7z'/%3e%3cpath%20class='st0'%20d='M129.2,14.5c-12.3,0-21.3,8.9-21.3,20.8s9,20.8,21.3,20.8s21.4-8.9,21.4-20.8%20C150.6,23.4,141.5,14.5,129.2,14.5z%20M129.2,46.2c-6,0-10.5-4.5-10.5-10.9s4.5-10.9,10.5-10.9s10.5,4.5,10.5,10.9%20S135.2,46.2,129.2,46.2z'/%3e%3cpath%20class='st0'%20d='M200.4,14.5c-5.2,0-10.3,1.8-13.4,6.8c-2.6-4.2-7.3-6.8-13-6.8c-4.5,0-8.8,1.5-11.6,5.7v-4.6h-10.3v35.2%20c0,2.4,1.9,4.3,4.3,4.3h6.3V33.4c0-5.9,3.8-8.9,8.4-8.9c4.8,0,7.7,3.1,7.7,8.8v17.4c0,2.4,1.9,4.3,4.3,4.3h6.3V33.4%20c0-5.9,3.8-8.9,8.4-8.9c4.8,0,7.7,3.1,7.7,8.8v17.4c0,2.4,1.9,4.3,4.3,4.3h6.3V29.9C216,20.7,209.7,14.5,200.4,14.5z'/%3e%3cpath%20class='st0'%20d='M22.7,31l-4.8-0.6c-3.6-0.6-5.9-1.2-5.8-3.5c0-2.2,1.9-3.6,5.9-3.5c3.9,0.1,7.9,1.2,11,2.4%20c2.1,0.8,4.6-0.1,5.5-2.2l2-4.3c-5.2-2.7-11.2-4.5-18.3-4.6c-9.3-0.3-17,4-17.2,12.2c-0.1,6.4,2.8,10.8,14.3,12.6l2.3,0.3%20c5.1,0.7,8.9,0.9,8.9,3.7c-0.1,2.9-3.1,3.9-9,3.8c-6-0.1-11.4-2.9-13.9-4.3L0,51.2c5.5,3.3,12.1,4.9,17.5,5%20c13.3,0.2,20-4.4,20.1-12.7C37.7,36.1,31.3,32,22.7,31z'/%3e%3c/g%3e%3c/svg%3e)
01 / 05
Practice 01 — Service operations
Service desk &
operations, redesigned.
The desk is the most visible product IT ships. We redesign it end to end — from the channels users actually want, through the swarming and resolver model, to the data and AI underneath that makes it cheap to run and easy to love.
Outcomes
What changes for you.
- 01
30–50% reduction in contact volume through shift-left and self-service that actually works.
- 02
A single, modern channel mix: chat, voice, walk-up and conversational AI — not 11 inboxes.
- 03
Resolver groups restructured around customer journeys, not org-chart silos.
- 04
An operations dashboard executives trust, with experience metrics alongside cost-to-serve.
Capabilities
The work, spelled out.
01 / 06
Service desk operating model
Tier structure, swarming, escalation, follow-the-sun and the people model that supports it — sized to your portfolio.
02 / 06
End-user technology support
Device experience, walk-up bars, white-glove tiers, and the engineering work behind reliable endpoints.
03 / 06
Channel & experience design
Voice, chat, web, mobile and AI agents, mapped to the moments where users actually need help.
04 / 06
Knowledge & shift-left
Knowledge-centred service done properly, plus the self-service portals and bots that make it discoverable.
05 / 06
ITSM platform optimisation
ServiceNow, Jira Service Management or Freshservice — restructured catalogues, workflows and CMDB you can rely on.
06 / 06
Insourcing & outsourcing strategy
Build, buy or hybrid — with a defensible business case and a transition plan that doesn't break service.
Signals from prior engagements
−42%
Average contact volume reduction in the first 9 months.
+28
Point lift in user CSAT after channel and resolver redesign.
1.6×
Throughput per resolver after swarming and tooling changes.