Streamline IT operations with integrated incident, change, and problem management while improving service quality and reducing downtime.
DAX ITSM is a comprehensive IT service management platform designed for enterprise IT departments. It provides incident management, change control, problem resolution, and service analytics—helping IT teams deliver reliable, responsive services to the business.
DAX ITSM reduces mean time to resolution (MTTR) by 40-50%, improves first-contact resolution by 30-40%, reduces change-related incidents by 60%+, and provides real-time visibility into IT service health and SLA compliance.
Incidents tracked via email, tickets, or spreadsheets with no standardization or escalation.
Business Impact:
Slow response times, missed escalations, SLA violations, poor user experience, IT firefighting.
Change requests lack proper approvals, testing, and impact assessment processes.
Business Impact:
Unplanned outages, system instability, emergency fixes, reduced IT credibility.
Lack of systematic root cause analysis leads to repeated incidents.
Business Impact:
Recurring problems, wasted IT time, user frustration, preventable downtime.
IT leadership has limited visibility into service quality, incidents, and trends.
Business Impact:
Difficulty justifying IT budgets, poor planning, reactive rather than proactive IT.
IT knowledge scattered across team members, wikis, and old documentation.
Business Impact:
Long resolution times, inconsistent service quality, high dependency on specific staff.
Manual SLA tracking makes it difficult to ensure compliance and measure service quality.
Business Impact:
Potential SLA breaches, penalty fees, reduced user satisfaction, IT team stress.
Structured incident ticketing with prioritization, escalation, and SLA tracking.
Business Benefit:
Reduce MTTR by 40-50%; ensure no incidents slip through cracks; improve response times.
Formal change control process with approvals, CAB reviews, and rollback procedures.
Business Benefit:
Reduce change-related incidents by 60%+; improve stability; build IT credibility.
Root cause analysis tools and problem tracking to prevent recurring incidents.
Business Benefit:
Eliminate recurring problems; reduce long-term incident volume; improve stability.
Centralized knowledge base with searchable solutions and best practices.
Business Benefit:
Improve first-contact resolution by 30-40%; reduce training time; distribute expertise.
Automated SLA tracking with alerts and reporting for compliance monitoring.
Business Benefit:
Ensure SLA compliance; reduce penalties; demonstrate service quality to business.
Configuration management database (CMDB) for IT assets and dependencies.
Business Benefit:
Better impact analysis; faster troubleshooting; accurate asset inventory.
Esthetics Solutions implements ITSM practices aligned with ITIL frameworks and your specific IT environment.
Assess current IT processes, pain points, and maturity level.
Duration: 1-2 weeks
Design ITSM processes aligned with ITIL best practices and your IT culture.
Duration: 2-3 weeks
Configure workflows, escalations, and integrations with existing IT tools.
Duration: 1-2 weeks
Migrate historical incident, change, and asset data.
Duration: 1-2 weeks
Train incident managers, change managers, and support staff on new processes.
Duration: 1 week
Run pilot with select team; optimize processes based on feedback.
Duration: 2-4 weeks
Deploy across all IT teams with ongoing support and process optimization.
Duration: Ongoing
40-50% improvement in incident response time
Faster problem resolution; reduced business impact; higher user satisfaction.
30-40% improvement in first-contact resolution rate
Fewer escalations; reduced support costs; better user experience.
30-40% reduction in overall incident volume
Fewer recurring problems; proactive problem management; IT team efficiency.
60%+ reduction in change-related incidents
Better system stability; fewer emergency fixes; improved IT credibility.
95%+ SLA compliance rate
No SLA penalty fees; demonstrate service quality to business.
80% of common issues resolved via knowledge base
Reduced training time; faster onboarding; distributed expertise.
25-30% improvement in support productivity
More tickets handled per agent; reduced overtime; improved morale.
ITIL process framework implementation
Professional IT operations; better business alignment; competitive advantage.
DAX ITSM implements proven ITIL best practices, not custom/proprietary processes.
Purpose-built for IT operations teams with deep understanding of incident, change, and problem management.
See improvements in SLA compliance and incident resolution within weeks, not months.
Works with your existing monitoring tools, asset management, and communication systems.
Designed for busy IT teams—simple, intuitive workflows reduce training and adoption time.
Dashboards highlight business impact of IT services, not just technical metrics.
Let's discuss how DAX ITSM can drive real business value for your organization. Our consultants will walk you through the process, timeline, and expected outcomes.