Improving IT Services that delivers real Business Value
IT Service Management designed around People and Experience.
"IT creates better outcomes when it focuses on people and experience."
Don’t rely on bulky process manuals or complex tools alone. Instead, develop practical ways of working that make IT service delivery more human, effective and predictable. By strengthening core human focused IT services practices, organizations reduce rework and operational costs, prevent recurring issues and free up capacity — enabling IT to support the business more efficiently and at lower cost.
Below are some of the key improvements we implement to optimize your IT Service Management.
Do a Quick Self Scan
Review these topics to identify where your IT service delivery can improve, where we can support you, and what you can already optimize yourself.
Bring the Human Touch to IT support
We help IT service desks look beyond tickets and systems to the people they support. By building empathy, understanding users’ work context and recognizing different digital skill levels, we transform interactions from ticket handling into genuine help — prioritizing experience over uptime or response time and improving user experience, trust and overall satisfaction.
IT's about Creating Value
The true purpose of ITSM is to create business value through better experiences. We help ITSM teams understand what value really means for customers and embed that mindset into daily work. With our experience, teams learn to design and deliver services with clear intent — enabling human-centered IT that makes work easier, increases satisfaction and strengthens IT’s role as a true business partner.
Customer focus as common IT behavior
Lasting ITSM improvement is driven by behavior, not tools. We help IT teams embed customer perspective into daily routines — from service design to support — making customer focus the standard way of working and delivering consistent service quality and better user experience.
Deeply implement the PDCA cycle
We embed the PDCA cycle deeply into ITSM processes, making continuous improvement a daily practice. This reduces recurring issues, saves time and operational costs, and ensures services evolve based on user experience and adoption — resulting in higher trust, better usage and sustained business value.
Embrace Experience Management
Let's shift towards Experience Management by measuring friction and user experience. And aligning IT with what truly matters for IT-users. By combining SLA and experience data in one dashboard, you gain insights in friction areas that drive meaningful improvements with your teams and vendors.
Need help to make your
IT services business more human?
Join us and turn your IT service management into a value creating business.
How do we improve IT Service Management?
We strengthen process discipline, PDCA cycles and user adoption through coaching, tools and clear communication. Where relevant, XLAs support a data-driven focus on experience and continuous improvement.
Why trust BePresent?
We bring 25+ years of ITSM and change expertise in various markets — from Commercial, to Governments to Health — guiding teams with practical methods that deliver measurable impact for employees, customers, and the business.
What sets us apart?
We focus on user experience as well as service delivery processes — helping you create IT services that are more human, effective, and cost-efficient, delivering measurable value for both employees and the business.