The Integrated Service Operations is a first-line and advanced technical support combined into a single, coordinated service, covering incidents, requests, and other IT queries.
How it works
The Integrated Service Operations ensure forces and partners have a reliable and resilient technology environment.
Delivered through ServiceNow, an ITIL-aligned IT Service Management (ITSM) platform, the service includes Level 1–3 support, vendor and third-party management, and comprehensive reporting. This reduces operational risk, improves service continuity, and provides a single point of contact for all service issues.
Benefits
- Improved reliability and resilience through proactive monitoring and recovery planning.
- Faster issue resolution with integrated Level 1–3 support.
- Reduced operational risk and cost by consolidating service management and vendor oversight.
Learn more about member benefits on our dedicated Members page.
What we need
- Clear service scope and escalation paths.
- Access to relevant systems and documentation.
- Credentials for monitoring and support activities.
- Vendor contracts and contact details.
- Agreement on change and incident processes.
What you get
- 24/7 service desk and incident management.
- Service request fulfilment and change management.
- Performance and capacity reports.
- Disaster recovery planning and testing.
- Vendor and third-party contract management.
Use cases
Policing deploys a new digital evidence platform and during implementation encounters issues affecting case uploads. Using this service, policing could log the issue via the service desk. Level 1 triages and escalates to Level 2, which identifies a capacity issue. We coordinate vendor engagement and implement a recovery plan. Policing receives regular updates and a post-incident report, ensuring lessons are captured and future risk is reduced.
