Managing and optimising your ITSM and ESM platforms is complex and resource-intensive. As a service leader, you need platform stability, expert support, and the flexibility to adapt—without the overhead of maintaining in-house expertise.
Xcession’s Managed Services provide the specialist skills, governance, and continuous improvements you need to keep your ITSM and ESM environments running at their best. Acting as an extension of your team, we offer the right level of support, strategic guidance, and hands-on expertise to help you succeed.
How we support you
- Level 1 support for rapid issue resolution.
- Vendor management, including escalations and complex issue handling.
- Ongoing maintenance and concurrency management.
- Governance via SLAs, reporting on ticket trends, utilisation, and platform performance.
- Configuration and development for platform enhancements.
- ‘How-to’ support to empower users and service teams.
- Report and dashboard creation for better insights.
- Business analysis to expand and refine service offerings.
- Platform architecture oversight for long-term stability.
- Process change advisory to align ITSM/ESM with business goals.
- Centre of Excellence (CoE) creation for best-practice governance.
- CoE resource fulfilment, providing skilled personnel as needed.
- Platform product management to future-proof your ITSM/ESM roadmap.
- Certified support engineers and consultants who understand your environment.
- Local, nearshore, and offshore resourcing options to suit your budget.
- Scalable support to evolve with your business needs.
Why Xcession?
A People-First, Outcome-Driven Approach
We don’t just provide support—we work alongside you to continuously improve and optimise your service management environment.
- Cost-Effective & Flexible – Reduce hiring costs while maintaining specialist expertise.
- Always Up to Date – Stay ahead with platform updates, new features, and best practices, handled for you.
- Scalability & Agility – Adapt to changing business demands and expand your ITSM/ESM capabilities with ease.
- Trusted & Proven – Our customers rely on us for long-term support, innovation, and success.
With Xcession Managed Services, you gain a trusted partner dedicated to keeping your service management platform at peak performance—so you can focus on delivering exceptional service experiences.
Interested in expert support and managed services?