IT Service Management (ITSM)

IT Service Management

We deliver constant value to the companies we serve, and our ITSM teams are at the center of it all; enabling the company to run efficiently, productively, and faster than ever before.

We know it is important to work together, even when that means you are not actually together. Our approach to ITSM emphasizes collaboration and makes it easier for users to do their work, without technology getting in the way.

ITSM benefits your entire organization. We deliver exceptional IT service and support to the company, not just one department. We follow ITIL and COBIT frameworks for operational excellence and manage the end-to-end delivery of all your company’s IT service needs.

Traditional Service Desk

User submits a ticket and ticket gets escalated and solved at the appropriate tier levels. Solution gets back to user through ticket updates that the user interacts with.

Concierge Support Desk

End to end elevated experience for users to get support without the feeling of being passed around or not knowing who is working on the issue. Our concierge support model aligns your end users with one point of contact for IT and the same concierge presents the solution to the end user for testing and resolution.

Incident and Problem Management

Identifying and escalating issues that are more serious, affecting a larger number of users (outages, failed deployments etc.).

Knowledge Management

Achieve organizational objectives by making the best use of your IT and business knowledge. Let us help you create strategy to best manage and use of the knowledge and information within your organization. This includes service desk articles, user self-service articles, engineering and architectural knowledge, and identify knowledge gaps to help you reach your business’ objectives.

IT Asset Management (ITAM)

Making sure the valuable items, tangible, and intangible, in your organization are tracked and being used. We can help ensure your organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes.

Testing and QA

Our efficient and effective testing strategies ensure successful deployment of changes to your organization. Our ring deployment approach gradually releases new features in a strategic fashion to distinct groups of users to mitigate risk.


How do we tie it all together? We aim to align our services with your business goals. This means we scale with the company, but also provide analysis on delivery of services based on budgets, resources, and ROI. It reduces the risks and improves our customer experience.

Our teams are constantly learning and improving, which means your ITSM is constantly learning and improving.

Our support never stops. So, at the end of the day, we are always on, ready to go, prepping for your success.


Contact Us

Our address:
Forward Thinking Technology Solutions
7584 Morris Court
Allentown, PA 18106

Drop us a line and we will get back to you within 2 business days.

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