Bytes System Integration says that overhauling and standardising its IT services through the implementation of ICCM’s e-Service Desk, it has opened up new sales opportunities.“We have been able to distinguish between incident management supported by SLA’s and change requests, which require additional effort and scoping. This has enabled Bytes to generate revenue from the change requests that were previously dealt with under problem management. Other revenue opportunities are developing by offering e-Service Desk as a managed service to existing clients who do not wish to establish their own service desks,” says Brad Fraser, financial director at Bytes.
The system integration specialist says that it has also improved the value of delivered services because of its ability to change processes depending on demand and customer requirements.
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