Free up your team. Take control of your IT support with a robust ITSM.
L1/L2/L3 service desk and support available 24/7 via phone, email and chat. We resolve incidents and requests in under 4 hours on average, aligned to ITIL v4. Stop the internal overload and eliminate hidden hiring costs.
A reactive, informal help desk with hidden costs is holding back your growth
Relying on an overloaded internal technical team, with no real service metrics and stuck on routine incidents, drains your business resources and stalls your capacity for strategic innovation.
The 'One-Man-Band' IT Manager
Your IT leader spends the day resetting passwords, connecting printers and fixing basic network issues. No time left for strategic projects or technology innovation.
Unpredictable budgets and constant turnover
Variable, unexpected costs from recruiting, night-shift replacements and training internal technicians. Constant support team turnover breaks operational continuity.
Managed ITSM by BITS
Structured multi-level support with certified engineers. Total financial predictability through a fixed monthly cost and responses backed by a formal SLA contract.
Five capabilities. End-to-end predictive, structured support.
We reduce downtime and user frustration with standardized processes, highly trained on-call engineers and active monitoring.
Specialized Multi-Level Support
We have specialized support teams to resolve issues on first contact or escalate immediately to the right experts.
- L1: First-contact desk
- L2: Systems and network engineers
- L3: Infrastructure and database administrators
SLA-Based Incident Management
Response and resolution times are contractually protected. We prioritize tickets by business impact.
- Priority 1 on-site <2 hours
- Average resolution <4 hours
- Continuous monitoring of resolution times
User Portal and Omnichannel Access
Your users can easily raise tickets by phone, chat or email. A transparent web portal lets them see the real status of their requests.
- Self-service web portal
- Live chat for immediate attention
- Real-time reports on ticket progress
IT Governance with ITIL and COBIT
Our workflows aren't improvised. We follow global methodologies to ensure traceability and quality in every service.
- Structured change workflow
- Shared knowledge base
- Governance under the ITIL v4 standard
Monitoring and Monthly CSAT
We evaluate and audit your end users' satisfaction. You get a detailed report with key service metrics.
- Continuous satisfaction auditing
- Interactive dashboards for IT
- Monthly availability and SLA report
How many IT tickets slip through the cracks without a real SLA?
A 30-minute session with a BITS architect. We diagnose your current service desk, identify bottlenecks and map quick wins to align your support to ITIL v4.
- Quick ticket audit
- ITIL process map
- Estimate of your current MTTR
- No cost, no commitment
Does your team resolve basic incidents, or drive business innovation?
Compare the traditional help desk scheme against the BITS managed model. Free up your specialists' time and gain certainty in support.
In-House Help Desk / Informal Provider
- Operating CostsVariable, unpredictable staffing costs
- Contractual SLAsNo formal service level agreements
- Reports and MetricsNo reports, information black holes
- Fatigue and AvailabilityTired team, poor overnight coverage
BITS Service Desk
- Operating CostsPredictable fixed monthly cost, no surprises
- Contractual SLAsAverage resolution <4h guaranteed by contract
- Reports and MetricsClear IT governance under ITIL methodology
- Fatigue and Availability24/7/365 omnichannel support, always on
The Service Desk is ideal if this sounds like you
Outsource first-contact support to professionalize service delivery, improve operational visibility and gain strategic freedom.
- Your IT team spends more time resolving simple incidents than innovating.
- You lack visibility or clear reports on which issues occur most often.
- Users complain about slow support with no structured follow-up.
- You face high costs and turnover hiring and training internal technicians.
- You need real 24/7 support, not just reactive on-call technicians.
From Onboarding to Guaranteed Support
We run a structured 4-phase onboarding methodology to ensure a smooth, friction-free transition into your operation.
Onboarding & Discovery
Full audit of your infrastructure, mapping of key users and configuration of customized SLAs.
Portal & Triage Configuration
Aligning support categories to your company's standard, integrations setup and portal configuration.
Launch & Single Channel
Formal go-live of the 24/7 omnichannel desk. Onboarding training and communication to users.
Optimization & Monthly CSAT
Technical review of reports, bottleneck analysis and monthly delivery of satisfaction metrics.
Companies already running their ITSM Service Desk with BITS
Real deployments of multi-level service desks with guaranteed SLAs, ITIL governance and 24/7 support.
Paseo Central – Chihuahua
El proyecto comercial, hotelero y corporativo más grande del estado.
- CCTV Digital IP de Misión Crítica
- Control de Acceso Avanzado
Grupo México
Seguridad y automatización inteligente en ambientes mineros hostiles.
- Monitoreo Integral con IA
- Reducción de Costos en Operación
Grupo Bafar
Servicios Administrados de red LAN/WAN y Seguridad Perimetral.
- SLA de Disponibilidad del 99.13%
- Reducción de Costos del 40%
Partners y tecnologías que dominamos
More on service desk, ITIL and managed support
Selected articles from our blog on ITSM, ITIL best practices and IT support productivity.
Frequently asked questions
Backed by more than 60,000 tickets resolved successfully each year. Ready to free up your team?
Discover how professional technical support with real ITIL-based SLAs can boost corporate productivity. Get started today with no operational risk.