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IT problem solving

IT problem solving| Paradigm IT SM is a service that uses a regional platform to allow administrations to effectively manage all their IT tickets by implementing automated resolution flows. Requests are sent to the client's IT department or to Paradigm, depending on the governance.

IT SM is a service that uses a regional platform to allow administrations to effectively manage all their IT tickets by implementing automated resolution flows. Requests are sent to the client's IT department or to Paradigm, depending on the governance. 

Access to the Service Now platform 

The IT SM product has three components:  

  • Implementation support

Paradigm assists administrations in implementing the platform and interfacing with their IT systems. 

  • Access to the Service Now platform 

Access to the Service Now regional platform requires the payment of annual licences.  The price of these licences was negotiated directly between ServiceNow and Paradigm to ensure economies of scale. 

  • Centre of excellence 

Paradigm supports its clients once the service is operational. This in-house competence centre allows us to generate economies of scale and pool costs. The centre of excellence includes technical, functional and project management profiles to ensure the operationalisation of the platform, technology watch and continuous service improvement.  The centre of excellence supports, trains and guides the administrations. 

IT problem solving

There are many benefits to the IT SM service: 

Improved problem-solving efficiency

  • The SM IT service helps to improve ticket resolution through faster management and better resource allocation. The integration with the regional platform allows the distribution of tickets between the administration and Paradigm. 

Better performance monitoring 

  • The IT SM service allows the improved follow-up of the requests and therefore their resolution performance. 

Improved working environment 

  • The implementation of the IT SM service and the various automated processes strengthens internal communication and improves the transmission of information, which contributes to improving the working environment of employees. 

The IT SM service allows administrations to optimise the management of their IT tickets. The result is more efficient problem solving, better performance monitoring and an improved working environment for employees. 

Infos & contact


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