Service Engagement

Creating a positive experience for your customers is essential for them to embrace self service. Customers who are engaged will be more empowered to solve their own queries before contacting your service desk.

Our Service Engagement solutions has been built to give the modern web experience that people prefer. With simple language, vibrant use of colour and a clean layout your customers can quickly see and access the records that are relevant to them. Every business requirement is unique and yours will be rapidly tailored to suit your branding and business.

Learn more about Service Engagement

Our solution

  • Adaptable to suit all Enterprise Services
  • Responsive design that looks good on mobile, tablet and desktop
  • The design is very flexible and can be changed to suit your business and brand
  • Built on modern web technologies and reflects best practice with ServiceNow CMS and Service Portal


  • Quick implementation time
  • Reduce the cost of implementing a ServiceNow CMS portal
  • Increase user satisfaction with an easy to use portal


The ITIL processes of Incident, Problem, Service Request, and Change Management are often the first to get deployed during any implementation of a new Service Management tool. With years of experience deploying ServiceNow we have developed an approach (KeyStart) to streamline the deployment of these functions to enable customers to realise value more quickly.

Learn more about KeyStart
ITSM Core Chart

Our solution

  • Rapid Implementation of industry leading Service Automation platform, ServiceNow
  • KeyStart Process and Configuration templates facilitate alignment to best practice recommendations whilst reducing time to value
  • Trusted Partner – ServiceNow® Global Strategic Partner - top partner tier, and largest partner in the ANZ region, with over 1500 ServiceNow implementations in ANZ.


  • Fixed Fee implementation for establishment of core ITSM functions
  • Rapid time to value – typically 4-6 weeks
  • Flexible enough to cater to individual customer requirements
  • Foundation platform for delivery services from IT and other shared services providers within your organisation

ITSM Uplift

Many Service Management projects stall after the initial deployment of core functionality. Organisations are often left with the following challenges:

  • How do we maintain the momentum and value realisation of our initial ServiceNow deployment
  • How do we extend the reach and value of ServiceNow and IT into the business
  • Driver to consolidate disparate tools and processes into a single business system for IT (ERP for IT)
ITSM Uplift Chart

Our solution

  • Service Improvement Assessment – assess and prioritise service improvement opportunities by deploying further ServiceNow functionality
  • Built on ITSM Core and based on a range of options and delivered through a series of Uplift initiatives to minimise impact on BAU


  • Increase the value and return on your ServiceNow investment
  • IT’s reach and value into the business is increased
  • Single System of Record for IT improves visibility and control of service delivery

Enterprise Service Management

There is increasing demand for consumer-inspired Service Catalogues and Service Request Portals within IT and other areas within the Enterprise. Drivers of this demand include:

  • A change of sourcing strategies driving need for a definition of service offerings
  • Business demand for self service portal for request fulfillment (the amazon shop front for IT)
  • The need to create a single point of entry to IT and other service functions within the business
Enterprise Service Management Chart

Our solution

  • Centralised, modern Self Service Portal designed to provide a simple but engaging customer experience
  • Fruition Partners template library of standard service offerings defined and published within the Service Catalogue
  • Repeatable process for extending the Service Catalogue
  • Approvals and fulfillment workflows mapped to your company’s business processes
  • Integrated with Asset / Financial Management for end-to-end lifecycle management of service assets and requests for service
  • Simple connectivity to external services (e.g. Amazon AWS)


  • A single point of entry for all shared service requests providing common experience for requestors, approvers and fulfillers of service
  • Transparency and traceability for all Service Requests – no more paper / email trails
  • Control of the provisioning and de-provisioning of services and assets

Service and Cloud Automation

  • Time to provision cloud services delaying projects / time to market of new business services
  • DevOps / Agile initiatives driving need for automation (speed)
  • Move to Cloud Services (Private, Public, Hybrid)
  • Cost Transparency and Control of Cloud services
Service and Cloud Automation Chart

Our solution

  • Non-technical Provisioning Portal
  • Cloud provisioning controlled and managed via appropriate approvals and workflow
  • Cloud automation capabilities with broad cloud platform support


  • Self service access to standardised cloud offerings
  • Cloud platform choice based on cost / performance / security, etc.
  • Costs, performance, and consumption reporting across all cloud platforms consumed

IT Asset and Financial Management

  • IT’s BAU spend is often as high as 75% of total IT budget, leaving only 25% for innovation
  • IT is being asked to benchmark against industry peers and service providers
  • Clean, normalised and relevant data is hard to find
IT Asset and Financial Management Chart

Our solution

  • Asset & Cost data discovery, cleansing, normalisation, and reporting
  • IT Service Cost Modeling & Vendor Analysis
  • Cost Transparency and Benchmarking


  • Assured asset license compliance
  • Visibility of IT costs as related to supported business services
  • Compare your IT costs to industry peers, service providers, and outsourcers

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