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OakTree Solutions' Service Management solutions empower you to support enterprise demands with maximum efficiency. We work with you to select, implement, and manage the right solutions to guarantee the most effective delivery of IT services. We deliver comprehensively integrated IT Service Management with well-defined IT processes, metrics, and service norms. We use best practices as defined by the industry standard IT Infrastructure Library (ITIL).

Service Desk

Your service desk is the hub of IT operating processes and, with greater use of industry-standard best practices, provides audit trails for regulatory compliance. We offer enterprise-level ITIL compliant solutions to meet and exceed your service support requirements, large or small.


Our Service Desk solutions provide

  • Self-service to enable users hands-on access
  • Service level management to meet response time requirements
  • Integrated change management
  • Integrated problem and incident management
  • Automated customer surveys for top-quality support

Knowledge Management

OakTree Solutions offers powerful knowledge management solutions that provide expert knowledge and valuable information to your staff when they need it. We help you capture vital experience in problem solving for publication, available through portals for users. Analysts, customers, employees and other users can instantly take advantage of a robust knowledge base.

In Knowledge Management, we offer:
  • Capture and storage of expert knowledge
  • Multiple methods of quick access to content
  • An easily maintained database of knowledge
  • Workflow delivery for knowledge validation management

Business Reporting

You need complete transparency of critical service desk metrics. OakTree Solutions provides business reporting tools that support service desk management in real time for top-level visibility of support operations. We allow you to meet and exceed service levels and commitments.

Our Business Reporting solutions offer:
  • Transparency of critical service desk metrics
  • Multiple views of support operation status
  • Support management alerts of user-defined threshold violations

Service Level Agreements

So that IT can provide, monitor and trouble-shoot its service to the business client, we offer Service Level Management to help you keep IT flow at the highest level. We enhance SLM processes using best practice guidelines for IT Service Management.

OakTree Solutions provides:
  • Service Level Agreement management throughout the lifecycle
  • Conformance to best practices
  • Violation detection in real time
  • SLA penalty calculations
  • Monitoring and reporting of user service levels
  • Advanced warning of pending violations

Best Practices

OakTree Solutions deploys ITIL (IT Infrastructure Library) best practices. Enterprises worldwide are adopting ITIL as the best practices standard for IT Service delivery.

ITIL consists of six sets:
  • Service Support
  • Service Delivery
  • Planning to Implement Service Management
  • ICT Infrastructure Management
  • Applications Management
  • The Business Perspective
The six sets in addition describe a number of specific disciplines. ITIL concentrates largely on IT Service Management (ITSM) and its two main areas, Service Delivery and Support. Ten disciplines within these two main areas cover the provision and management of effective IT services.


Additional OakTree specialties

OakTree Solutions specializes in several areas within service management, including:
  • Consolidation of multiple call centers or help desks into a combined instance
  • Migration of data from legacy Service Management solutions into newer technology
  • Assistance in implementing an ITIL solution tailored to your environment
  • Metrics management for your Service Management environment to drive business decisions
  • Tracking and enforcing Service Level Agreements between internal and external customers
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