Employee Service

Your people lose hours to IT. Get them back with AI.

We deploy and tune the AI agents, workflows, and self-service that run your service desk. Our AI accelerators drive the deployments; a Forward Deployed Engineer-leads the outcome.

Talk to an FDE!

0

0

%

of employees say their company onboards them well. 

0

0

%

would rather self-serve than contact your support team

6

6

months of salary is what it costs to replace someone who leaves. 

average time to go-live

New hires start day one with no laptop or logins. 

New hires start day one with no laptop or logins. 

New hires start day one with no laptop or logins. 

The reality check

Any of these rings a bell? Then we should talk. 

Five signs your IT service desk is holding the company back. 

Real fixes happen in a DM to the one engineer who knows. 

Real fixes happen in a DM to the one engineer who knows. 

Real fixes happen in a DM to the one engineer who knows. 

Real fixes happen in a DM to the one engineer who knows. 

People who left months ago still have access. 

People who left months ago still have access. 

People who left months ago still have access. 

People who left months ago still have access. 

Your asset list is a spreadsheet, last updated sometime last year. 

Your asset list is a spreadsheet, last updated sometime last year. 

Your asset list is a spreadsheet, last updated sometime last year. 

When something breaks, half the company knows before IT does. 

When something breaks, half the company knows before IT does. 

When something breaks, half the company knows before IT does. 

The Diagnostic

One score across five dimensions. We start with your weakest. 

We sit with your service desk, watch how a real request moves, and point our AI accelerators at your live instance. Proact reads your channels and queues for risk. Forge takes apart your ITSM config and shows what you built versus what anyone actually uses. Lens scores every dimension against real tickets, with the evidence attached. You get one number and the reasons behind it. 

D1

Deflection & Self-Service

We test your portal and catalog against the tickets employees actually raise and find where they give up and DM someone instead. Lens scores each gap with the ticket behind it.

→ The simple stuff never becomes a ticket.

D1

Deflection & Self-Service

We test your portal and catalog against the tickets employees actually raise and find where they give up and DM someone instead. Lens scores each gap with the ticket behind it.

→ The simple stuff never becomes a ticket.

D2

Routing, Triage & SLAs

We trace how incidents and requests really move and where priority, ownership, and SLAs quietly break. Forge maps your config; Proact catches the misroutes as they happen.

→ Every request lands with the right team, first time.

D2

Routing, Triage & SLAs

We trace how incidents and requests really move and where priority, ownership, and SLAs quietly break. Forge maps your config; Proact catches the misroutes as they happen.

→ Every request lands with the right team, first time.

D3

Joiner, Mover, Leaver

We follow a new hire, a role change, and a departure end-to-end and find where access is late, wrong, or never revoked. Forge audits the approval chains and provisioning logic.

→ Day-one readiness on the way in. Instant, clean cut-off on the way out.

D3

Joiner, Mover, Leaver

We follow a new hire, a role change, and a departure end-to-end and find where access is late, wrong, or never revoked. Forge audits the approval chains and provisioning logic.

→ Day-one readiness on the way in. Instant, clean cut-off on the way out.

D4

Resolution Quality & ITIL

We score live tickets against your runbooks and ITIL practice and find where a good outcome depends on which engineer caught it. Lens ties every score to the exact resolution.

→ The fix is the same whether your best engineer is online or on leave.

D4

Resolution Quality & ITIL

We score live tickets against your runbooks and ITIL practice and find where a good outcome depends on which engineer caught it. Lens ties every score to the exact resolution.

→ The fix is the same whether your best engineer is online or on leave.

D4

Resolution Quality & ITIL

We score live tickets against your runbooks and ITIL practice and find where a good outcome depends on which engineer caught it. Lens ties every score to the exact resolution.

→ The fix is the same whether your best engineer is online or on leave.

D5

Assets, Config & Cost

We check what your CMDB claims against what is running and what you pay for against what anyone uses. Forge scores the instance on real usage, not what exists on paper.

→ You can finally see, secure, and budget what you actually own.

D5

Assets, Config & Cost

We check what your CMDB claims against what is running and what you pay for against what anyone uses. Forge scores the instance on real usage, not what exists on paper.

→ You can finally see, secure, and budget what you actually own.

D5

Assets, Config & Cost

We check what your CMDB claims against what is running and what you pay for against what anyone uses. Forge scores the instance on real usage, not what exists on paper.

→ You can finally see, secure, and budget what you actually own.

The Maturity Model

Where does your IT service desk sit? 

Every service desk sits on one of five levels. Discover tells you which. 

Reactive

CSAT < 75%

Firefighting. Tickets go to whoever is free. The org routes around IT. 

Developing

CSAT 75–82%

A portal exists, mostly empty. Fixes still live in people's heads. 

Defined

CSAT 82–88%

Processes are written down. Whether they're followed depends on the day.

Managed

CSAT 88–93%

The desk runs on a system. Self-service is real. Assets are mostly tracked. 

Optimized

CSAT 92%+

IT is invisible in the best way. Work just moves, and nobody thinks about why. 

What We Build

The FDE Phase

6–16 weeks. Proact and Lens tell us what to fix; Forge drafts it live inside your service desk, item by item. An FDE deploys it all in weeks. 

Talk to an FDE!

  • Routing & SLA Engine 

    Priorities, ownership, and SLA tiers are rebuilt from how your work flows. Escalations fire on their own. 

    → The person who is blocked stops being the person who waits longest. 

  • Self-Service & AI Resolution 

    A portal and knowledge base built around real questions, with AI that handles the repetitive asks, password resets, access, and "how-do-I" the moment they come in. 

    → Up to half of the tier-1 volume is handled before an agent sees it.

  • Joiner-Mover-Leaver Automation 

    Provisioning and de-provisioning wired to your HR and identity systems. Access granted on schedule and revoked the moment someone leaves. 

    → New hires work on day one. No orphaned accounts on day two. 

  • Runbooks & ITIL Framework 

    A runbook library built from your best resolutions, with change and incident practice, your team will actually follow.

    → Consistent fixes and changes that stop breaking things. 

  • Asset & Service Dashboard 

    A live CMDB and SLA view: what you own, what it costs, and where the queue is straining. No more spreadsheet archaeology. 

    → Leadership sees the truth without asking anyone to pull it.

  • Routing & SLA Engine 

    Priorities, ownership, and SLA tiers are rebuilt from how your work flows. Escalations fire on their own. 

    → The person who is blocked stops being the person who waits longest. 

  • Self-Service & AI Resolution 

    A portal and knowledge base built around real questions, with AI that handles the repetitive asks, password resets, access, and "how-do-I" the moment they come in. 

    → Up to half of the tier-1 volume is handled before an agent sees it.

  • Joiner-Mover-Leaver Automation 

    Provisioning and de-provisioning wired to your HR and identity systems. Access granted on schedule and revoked the moment someone leaves. 

    → New hires work on day one. No orphaned accounts on day two. 

  • Runbooks & ITIL Framework 

    A runbook library built from your best resolutions, with change and incident practice, your team will actually follow.

    → Consistent fixes and changes that stop breaking things. 

  • Asset & Service Dashboard 

    A live CMDB and SLA view: what you own, what it costs, and where the queue is straining. No more spreadsheet archaeology. 

    → Leadership sees the truth without asking anyone to pull it.

The Delivery Model

We stay embedded, so the desk never drifts back. 

From launch on, a dedicated fwdDeploy Engineer runs beside your team, turning live data into the next decision, so the system keeps improving instead of slowly rotting.

Traditional consulting

Builds it, hands over the docs, invoices, and leaves 

Charges for time you can't predict 

A project manager who schedules calls and waits on you 

Tells you what went wrong last quarter 

Leaves your team to keep it alive alone 

fwdDeploy Engineer (FDE)

Owns your service desk and the numbers behind it 

Brings benchmark data and ITSM judgment to every session 

Keeps the engine running between reviews 

Monthly working session, quarterly business review 

Same-day escalation when an SLA is about to break 

What the Ops team runs: 

ESAT & effort dashboard

refreshed weekly, never stale 

Queue and SLA sweep

breaches flagged before they land 

Escalation log, live and prioritized

with the full thread, not just a ticket ID 

Runbook & KB audit

returned monthly against real resolutions 

Routing & assignment check

misroutes caught and corrected 

One service improvement per quarter

scoped, shipped, compounding 

The principle: Your IT people are good. Give them systems that are just as good, and their best day becomes everyone else's ordinary one. 

The Cost Model

What the gaps are quietly costing you.

3,000 employees · 6,000 tickets a month · 72% ESAT · Headcount growing. We build this with your real numbers in Discover. 

Gap 

Cost a year

Recoverable 

Hours lost to slow, manual IT 

$1,800,000 

~$800,000 

No self-service: agents buried in tier-1 

$650,000 

~$350,000

Slow provisioning: new hires idle for days 

$500,000 

~$280,000 

Blind CMDB: paying for what nobody uses 

$450,000 

~$250,000 

No visibility: problems found after they hurt 

$350,000 

~$180,000 

Total 

~$3.75M at risk

~$1.86M recoverable

Gap 

Cost a year

Recoverable 

Hours lost to slow, manual IT 

$1,800,000 

~$800,000 

No self-service: agents buried in tier-1 

$650,000 

~$350,000

Slow provisioning: new hires idle for days 

$500,000 

~$280,000 

Blind CMDB: paying for what nobody uses 

$450,000 

~$250,000 

No visibility: problems found after they hurt 

$350,000 

~$180,000 

Total 

~$3.75M at risk

~$1.86M recoverable

Gap 

Cost a year

Recoverable

Hours lost to slow, manual IT 

$1,800,000 

~$800,000 

No self-service: agents buried in tier-1 

$650,000 

~$350,000

Slow provisioning: new hires idle for days 

$500,000 

~$280,000 

Blind CMDB: paying for what nobody uses 

$450,000 

~$1.75M

No visibility: problems found after they hurt 

$350,000 

~$180,000 

Total 

~$3.75M at risk

~$1.86M recoverable

Note: Directional, based on industry benchmarks. Discover how to rebuild this on your real headcount, ESAT, and IT spend. 

Results Timeline

From first audit to an IT service desk that runs itself. 

By the last phase, IT stops being the thing people work around. 

WEEKS 1–2

DISCOVER

We assess maturity, sit with your agents, and audit tickets and assets.  

↓ You see how your service desk behaves. 

WEEKS 1–2

DISCOVER

We assess maturity, sit with your agents, and audit tickets and assets.  

↓ You see how your service desk behaves. 

WEEKS 3–4

ALIGN 

Gaps read out, the FDE phase scoped, and the business case signed off.  

↓ Everyone agrees on what we're fixing and why.

WEEKS 3–4

ALIGN 

Gaps read out, the FDE phase scoped, and the business case signed off.  

↓ Everyone agrees on what we're fixing and why.

WEEKS 3–4

ALIGN 

Gap Analysis readout. Engineer phase scoped. Business case confirmed.

↓ The programme has internal sign-off.

WEEKS 5–12

BUILD 

Routing, self-service, JML automation, and runbooks are all built live, and your team trained alongside.

↓ The new desk goes in without a disruptive cutover.

WEEKS 5–12

BUILD 

Routing, self-service, JML automation, and runbooks are all built live, and your team trained alongside.

↓ The new desk goes in without a disruptive cutover.

WEEKS 13-16

LAUNCH 

Portal live, dashboards on, reporting complete, handover done.

↓ For the first time, the desk is run, not just staffed.

WEEKS 13-16

LAUNCH 

Portal live, dashboards on, reporting complete, handover done.

↓ For the first time, the desk is run, not just staffed.

WEEKS 13-16

LAUNCH 

CSAT dashboard live. Leadership reporting layer complete. Handover done.

↓ The experience is managed for the first time.

WEEK 17+

OPTIMIZE 

Your FDE stays embedded, monitoring weekly, improving quarterly.

↓ The desk keeps getting better on its own.

WEEK 17+

OPTIMIZE 

Your FDE stays embedded, monitoring weekly, improving quarterly.

↓ The desk keeps getting better on its own.

If the FDE phase doesn't deliver what we scoped, you still keep a fully built system, a trained team, and live dashboards. It's yours to keep. It does not walk out the door with us. 

Explore the Stack

Platforms we deploy and integrate.

The service platforms, AI tools, and workflow systems we configure so your team does not have to.

See the platforms we deploy

The Maturity Shift

Before and after the FDE phase 

What actually changes on your service desk once it's live. 

Before

ESAT : 72% 

Time to resolve : Days  

Self-service deflection : < 35% 

New-hire day-one readiness :Rare 

Offboarding access cut-off:Manual, late 

Asset & SLA visibility: Spreadsheet 

After

ESAT : 85%+ 

Time to resolve : Hours(at time minutes) 

Self-service deflection : 55-65%

New-hire day-one readiness: Standard  

Offboarding access cut-off: Automated, same day 

Asset & SLA visibility: Live dashboard

Before

CSAT: 78%

First response time: Hours 

Customer effort: 35%

Resolution consistency: Human Agent-dependent 

QA scoring: Ad hoc

Experience visibility: None

After

CSAT: 88%+ (after Engineer)

First response time: Minutes

Customer effort: 55-65%

Resolution consistency: Agentic AI-driven 

QA scoring: Monthly calibration

Experience visibility: Live dashboard

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Ready when you are

See exactly where your IT service desk stands.

Go live faster with end-to-end AI accelerator-driven, FDE-led deployments.

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