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SERVICE MANAGEMENT

Modern, ITIL-aligned service management that keeps operations stable and supports transformation

Delivering technology change is only half the story, it must also be supported, measured and continually improved once live. Confi helps organisations build, optimise and run service management functions that are fit for complex, multi-supplier environments and modern cloud platforms.

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Our specialists bring hands-on experience of designing, transitioning and improving IT services in demanding public-sector and secure settings. We work alongside your teams to establish the right processes, tools and governance so services remain reliable, cost-effective and user-focused long after change has gone live.

What we do

  • Design and implement modern service operating models aligned to ITIL best practice

  • Set up or optimise Incident, Problem, Change & Release Management

  • Integrate multiple suppliers and support providers into one seamless service layer

  • Rapidly establish or transform Service Desk capability

  • Improve knowledge management, self-service and first-time fix rates

  • Configure and embed SLA/KPI reporting with actionable insights

  • Upskill internal teams through knowledge transfer and coaching

Benefits

  • Reliable, predictable service performance with reduced downtime and disruption

  • Stronger user experience and faster issue resolution

  • Seamless integration across multi-supplier environments

  • Clear visibility of performance through meaningful SLA/KPI reporting

  • Reduced operational risk and improved governance over change and release

  • Embedded skills and capability for sustainable service management

  • Alignment to UK Government good practice (Technology Code of Practice, DDaT, NCSC)

Why Confi

  • Delivery-first mindset: we focus on stable, measurable outcomes

  • Security-cleared expertise: SC and DV cleared specialists who understand regulated environments

  • Hands-on improvement: we design, build and transition services, not just advise

  • Practical knowledge transfer: leaving your teams stronger and more capable

Talk to us about Service Management

Need to stabilise or improve IT services around complex change?

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