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ITIL Service Management

Major Incident Management (MIM24), Problem Management (PRM24) and Service Delivery Management (SDM24).

ITIL Service Management

Major Incident Management (MIM24), Problem Management (PRM24) and Service Delivery Management (SDM24).

Optimise your IT infrastructure's performance and minimise the impact of any issues

Downtime just isn’t an option for businesses. Our ITIL services have been developed to help you return to normal operation and minimise the risk of disruption, identify issues to make sure they don't reoccur, and provide employees with the best possible end user experience.

Our three ITIL services comprise Major Incident Management (MIM24), Problem Management (PRM24) and Service Delivery Management (SDM24).

Major Incident Managers focused on restoring service in the event of downtime and disruption.

Reduce disruption and maximise service availability with reactive and proactive problem management.

A dedicated service delivery manager committed to driving continual service improvement.

ITIL services include:

  • Automatic escalation of all priority 1 (P1) incidents.
  • An incident manager assigned for a single point of contact.
  • Focused coordination of appropriate technical resource.
  • A major incident report (MIR) following resolution.
  • Reactive and proactive problem management delivered in line with ITIL best practice.
  • A catalogue of known errors to expedite service restoration.
  • Trend analysis and root cause investigations with an aim to prevent reoccurrence of incidents.
  • A dedicated service delivery manager focused on continual service improvement.
  • A clear outline of roles and responsibilities of each party.
  • Regular service reviews and service reports.

Why choose ITIL services?

Our ITIL services ensure that the best possible user experience is being delivered. Through the alignment of proven best practice processes with desired business outcomes, we ensure that we solve your business issues, as well as improving existing IT capabilities.

Problem management is an essential part of any large IT estate. By monitoring problems and known errors, we can work with you to ensure that solutions and fixes are put in place so that there’s minimal chance for reoccurrence or disruption to your business.

Our incident management team are ITIL-accredited and will be colocated with our Nottingham operational support centre, giving them access to our technical teams and supporting functions.

We’ll appoint a service delivery manager (SDM) to act as the primary contact between our team and yours, who will be responsible for managing your services.

We restore service or find a workaround as quickly as possible in order to reduce any operational downtime and disruption.

We stay on top of any problems that may occur and disrupt the service that we provide to you. It’s about finding the root cause of any issues and staying on top of reoccurring incidents that may develop over time.

We provide a dedicated point of contact who focuses on continual service improvement and ensuring we delight our customers.

ITIL services options

Major Incident Management

Our major incident management service includes priority escalation, a dedicated incident manager, and ITIL best practice methodologies. 

Problem Management

Our problem management service includes proactive trend analysis, root cause investigation and permanent resolution of underlying issues.

Service Delivery Management

Service delivery management ensures you get the best possible service for your end users, with a dedicated point of contact.

Change management

Our ITIL-accredited change managers will ensure you implement IT changes effectively – without impacting on service delivery.

For us, problem management is all about improving the end user experience. Our approach is to work proactively, carrying out root cause investigations, resolving underlying issues, driving down the volume of support tickets, reducing our mean time to repair and continually reviewing and improving our service to the end user.

David Dudman, Jigsaw24 Services Director

Get in touch

Want to find out more about our ITIL services? Get in touch with us using the form, call us on 03332 400 888 or email

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