Make better decisions for improving end-user experience of IT with actionable data
The end-user experience is a critical part of your business, and if you want to provide a positive experience for them, you need to understand how end-users are interacting with IT and what their needs are. But how can you make that happen?
With our managed service for initiating an Experience Management Program and implementing XLAs, we’ll help you gain insight into your users’ experience across all IT touchpoints in real-time. You’ll be able to see exactly where things are going wrong—and fix them before they become issues!
Boost Your End-User Experience
Identifying & improving critical processes with rapid process mapping
We can help you identify and review the processes that are linked to poor end-user experience scores.
If you don’t have sufficient process information, we can rapidly build a process map for you.
We do this by holding workshops with the relevant people in your team to build digital process maps that highlight role responsibilities, system interactions, task processing times, and other relevant factors.
Transforming End-User Experience
Our managed service for experience management & XLAs
Benefits of working with CTMS
- We can provide you with a managed service for initiating an Experience Management Program and implementing XLAs.
- We can help you gain insight into users’ experience across all IT touchpoints in real-time.
- Identify and review processes linked to poor end-user experience scores with our help.
- We can rapidly build process maps for you to pinpoint specific improvement areas.
- Participating in our workshops can provide valuable insights into optimising IT touchpoints and a tangible set of process improvement actions.
- Process improvement actions can be fed directly into an Experience Management Platform as go-forward end-user experience targets for specific end-user IT touchpoints.
- Fix issues before they become problems by gaining insight into where things are going wrong
Some of the great feedback we have received from our customers
University of Surrey
“CTMS’s hands-on approach and validation of our own internal testing meant that we could achieve a high degree of self-sufficiency from day one. In that regard, we were thrilled at the quality of their consultation, training, empowerment advice, and co-design.”
“With CTMS on-site for just three days, the system went live at the height of the busiest months for IT, November 2015.”
Sonja Browning-Page | Deputy IT Director
“Our supporting partner, CTMS, quickly established themselves as true system management enablers throughout the process. They are experienced, systematic and focused in service management provision. When we required bespoke support to meet our exacting requirements, CTMS delivered each time within budget and deadline.”
Dave Moore | Group Head of IT
“CTMS have provided support for the IT Helpdesk since implementation in 2014, their service level and performance are always first rate. We have added a level of bespoke development into the system and CTMS have provided excellent support in respect of this.”
Ian Warner | IT Director
“Throughout my 4 year relationship with CTMS, they have consistently delivered innovative and cost efficient solutions for demanding requirements. They have a highly capable, professional and dedicated team who have gone above and beyond at times. It’s a pleasure working with everyone at CTMS.”
Pete Moore | Manager IT Customer Services UK
“Bringing CTMS alongside us as an experienced and knowledgeable support partner has enabled us to identify and implement positive changes to our service management toolset in an efficient and effective way. The supportive and responsive approach by the team has allowed us to deliver value from our solution and enhance our overall customer experience.”
Nik Thompson | Service Manager
Don’t let poor end-user experience scores hold you back
Join our experience management program and implement XLAS to gain real-time insight and improve IT touchpoints.
Our managed service includes process mapping and workshops to optimize touchpoints and feed improvement actions directly into the platform.