L1 · Help Desk
PUC · Help Desk
Mon-Fri 8x5
Single point of contactPhone supportRequest managementIncident managementTriage and escalationIT asset managementKnowledge base
Service Delivery Management
The IT support your company deserves, with real metrics.
INNSYSTE SDM is the delivery management practice behind everything INNSYSTE does.
It plans, coordinates, and measures every service we provide to guarantee the best user experience, predictable response times, and measurable results, aligned with ITIL 4 and COBIT.
The problem
IT support fails in most organizations for the same reasons.
Technology moves forward, but the support model doesn't.
The result is a technology team stuck putting out fires with no time to generate strategic value.
SLAs
No commitments or clear metrics
There's no measurable commitment. Every incident is an informal promise that depends on who's on duty that day.
Recurrence
Recurring problems with no fix
The same incidents come back week after week because nobody investigates the root cause or documents the knowledge.
Visibility
Reactive operation, no visibility
Problems get detected when the user reports them. There's no proactive monitoring that catches a failure before it hits.
Dependency
Dependence on key people
The knowledge lives in the heads of two or three people. If they leave, the operation collapses.
Evidence
No evidence of value delivered
There are no management reports that show the business the real impact of the technology service.
Experience
A frustrated user, always
The user doesn't know what happened to their ticket, when it'll get resolved, or who to escalate to. The experience is unpredictable.
The solution
INNSYSTE SDM: an operating system for your IT service.
It's not just support.
It's a complete service delivery model with structure, metrics, owners, and continuous improvement.
Metrics
Metrics from day 1
SLAs defined by priority, satisfaction KPIs (CSAT), first contact resolution rate (FCR), and mean time to resolution (MTTR), all measured, reported, and managed.
Experience
User experience at the center
We design the service from the user's journey, not from the technology. Every interaction has an owner, a response time, and a follow-up channel.
AIOps
Intelligent automation
Proactive monitoring, alert correlation, and auto-healing to fix problems before the user feels them. Repetitive incidents cut by more than 30%.
Continuous improvement
Structured continuous improvement
Monthly CSI cycle: we review KPIs, identify causes of noncompliance, run improvements, and present results to the client in quarterly QBRs.
Service structure
Four levels, one provider.
From the first point of contact to strategic consulting, INNSYSTE SDM covers your organization's whole IT service lifecycle.
L1M · Mobile SDM
Immediate response
Mon-Fri 8x5 | 24/7
On-site supportRemote handsIT maturity diagnosticsFunctional trainingUrgent on-site response
L2-3 · ITOps
ITOps · SecOps · AIOps
Mon-Fri 8x5 | 24/7
Observability and proactive monitoringAutomationRoot cause analysisIT-wide SOMCybersecurity SOMMicrosoft 365 SOMBackup as a ServiceCloudOps24/7 on-call
L4+ · Consulting
Consulting · Mission-critical
By agreement · 24/7
Mission-criticalSGDP · SGSIRegulatory complianceDigital transformationAI and automationBig Data and analytics (BI)Legal + TechProject management
Model: per-project contract, specialized advisory.
Service objectives
What we measure and commit to sustaining.
Operating targets for the SDM model, reviewed month by month in the continuous improvement cycle.
15 min
Response SLA for critical P1 incidents
+70%
First Contact Resolution
95%
SLA Compliance Rate, agreed timelines met
+85%
Customer Satisfaction Score (CSAT) target
Why INNSYSTE SDM
What sets us apart from conventional IT support.
We don't sell support hours.
We manage the outcome of your technology service.
01
ITOps, SecOps, and AIOps integrated
The convergence of operations, security, and artificial intelligence in one service model. No silos, no uncoordinated providers.
02
Mobile SDM, real on-site response
A model that combines 24/7 remote support with immediate on-site response. When a problem can't be solved through a screen, we show up.
03
Metrics and QBRs included
Every client gets a monthly KPI report and a quarterly business review (QBR) where we present results, trends, and an improvement plan.
04
Aligned with ITIL 4 and COBIT
The model follows international best-practice frameworks, which makes audits, regulatory compliance, and the service's progressive maturity easier.
05
Scalable across LATAM
We operate in Colombia and Panama/Central America. The model is built to scale to any country without losing quality or consistency in delivery.
06
One SDM, your point of contact
Every client gets an assigned Service Delivery Manager, someone who knows your operation, protects your SLA, and is the single point of contact for escalating anything.
How it works
From contracting to the service running.
A structured onboarding process makes sure that from day 1 your team knows how to use the service and INNSYSTE knows your operation.
Initial diagnostic
Asset inventory, current state of the service, and definition of SLAs tailored to your operation.
Setup in Jira SM
Activation of the client portal, escalation flows, incident categories, and automatic notification rules.
Team training
We train your users on the contact channels, how to escalate correctly, and what to expect from each service level.
Operation and continuous improvement
Active service with a monthly CSI cycle, KPI reporting, and a quarterly QBR to validate the value delivered.
Frameworks and standards
Backed by international benchmarks.
INNSYSTE SDM operates under the frameworks that regulated sectors require.
ITIL 4COBIT 2019ISO/IEC 20000-1
ISO/IEC 27001:2022ISO 22301NIST CSF 2.0
SOC 2PCI DSS v4.0Ley 1581/2012
RNBD-SICHCE Ley 2015/2020
Commercial models
Choose the model that fits your organization.
Flexible models so the service matches your budget, technology maturity, and level of demand.
On-demand support
For organizations that need punctual backup with no long-term commitment. A basic monthly charge plus actual usage.
- Access to PUC and Help Desk
- Billing per event or hour
- Basic availability charge
- Escalation to L2-3 available
Most popular
Flexible hours plan
Flexible prepayment with guaranteed hours. The favorite model for medium-sized businesses because of its cost predictability.
- Prepaid flexible hours plan
- Set term (quarterly or annual)
- Access to every SDM level
- Real-time usage reporting
- Assigned SDM included
Annual contract
The complete SDM experience. A fully managed service with SLAs, KPIs, QBRs, and structured continuous improvement.
- Formal, measured SLAs
- Monthly KPIs plus a quarterly QBR
- Dedicated SDM Manager
- Continuous improvement cycle (CSI)
- Integration with the client's Jira SM
Let's talk today
Tell us about your operation. A person will respond.
Book a meeting with our team.
In 30 minutes we'll show you how INNSYSTE SDM transforms your organization's IT operation.
