Service Desk
Single point of contact across multiple channels, with support under SLA and a focus on first-level resolution.
Managed Services · Service Desk & ITSM
IT support with the best user experience.
Service Desk, ITSM, and operations monitoring focusing on the service user.
- Multichannel support under SLA, based on ITIL
- Real-time operations monitoring
- Experience-based metrics (XLA)
Platform
ITIL 4
ITIL 4
The shift
Users don't want to open tickets. They want resolutions.
Closing tickets is not enough. What matters is keeping the service running and users productive.
We manage your ICT support by taking care of the 3 Ps: people, process, and platform, focusing on rapid resolution and experience metrics. Fewer queues, fewer recurring issues, and more operational uptime.
Explore our servicesBMC Helix
A platform for the entire service lifecycle.
We centralize incidents, service requests, problems, and changes in a single platform. Automation and self-service eliminate repetitive work.
- Incident, problem, and change management
- Self-service portal and service catalog
- Workflow automation and knowledge base
- Real-time SLA dashboards and indicators
dashboard · real-time service operation
How we operate
Predictable service, with methodology.
Operation guided by ITIL and clear commitments. Everything measured, everything logged.
SLA
Service commitments measured and met
XLA
Experience indicators, not just ticket counts
ITIL
Best practices across the entire service lifecycle
What we deliver
From first contact to continuous improvement.
Incident management
Fast logging, triage, and resolution, with clear communication to the user.
Problem management
Root cause analysis to eliminate recurrence, not just firefighting.
Change management
Planned and controlled changes, reducing operational risk.
Operations monitoring
Continuous monitoring of services and assets, with alerts and proactive action.
Catalog & self-service
Portal and service catalog to open and track requests without friction.
Knowledge base
Documented solutions that speed up support and enable self-service.
Service Experience (XLA)
Measurement of the real user experience to drive continuous improvement.
Support lifecycle
From contact to improvement.
01ContactRequest through any channel.
02LoggingTicket opening and classification.
03TriagePrioritization by impact and urgency.
04ResolutionSolution at the appropriate support tier.
05CommunicationUser updated and closure validation.
06MeasurementSLA, XLA, and satisfaction levels monitored.
07ImprovementRoot cause analysis and service evolution.
Why Amazon
Mature operation, ready for the public sector.
We already operate ICT support for critical environments across Latin America. We understand what a government SLA demands.
We deliver team, process, and platform under our responsibility, with indicators and evidence ready for audit and accountability.
Recognized excellence
Certified service management.
ISO 20000 attests to our maturity in IT service management — precisely what sustains reliable support.
ISO 9001Quality Management · 2015
ISO 20000IT Service Management · 2018
Frequently asked questions
Clear up your doubts.
SLA measures service compliance (response and resolution times). XLA measures the experience of the person using it. We track both.
We operate on BMC Helix and also integrate with the tool you already have, depending on the agency's scenario.
Yes. The entire operation is guided by ITIL best practices, from incident management to continuous improvement.
Yes. The support model — business hours, extended, or 24/7 — is defined according to the criticality of the services.
You can track SLA, XLA, and satisfaction on real-time dashboards, with reports ready for accountability.
Next step
Let's elevate your IT support.
Talk to our specialists and receive a diagnostic of your operation.