Catalogue with deadlines
Every service with its target time, its owner and, where needed, its approver. It is the reference people open when they ask whether something is covered.
Service · IT outsourcing
Service desk
Once a company grows from thirty people to eighty, support stops being about who will help me and becomes a board-level question: is it working, and how would we know? Take a distributor with a warehouse in Zaragoza and offices in Madrid. The warehouse claims nobody listens, the office claims the reverse, and there are no figures either way. A service desk settles it. You get a catalogue stating what is covered and how fast, priorities driven by real impact, approval routes for anything that commits the company, and numbers you can put before the management committee in place of hunches.
Catalogue
in writing, what is covered
4 levels
of priority based on impact
SLA
tracked by the tool itself
Dashboard
open to you at any time
What falls within the scope of this service
We borrow from ITIL practice but skip the red tape, keeping only what a mid-sized firm genuinely uses. It works whether we are your whole IT function or sit beside an in-house team.
Categories that mean something
Few and clear: access, email, business software, devices, network, security. With twenty categories nobody picks correctly; with six, the report actually tells you something.
Impact matrix
Priority comes from combining how many people are stuck with which process is hit: invoicing, selling, production, patient care. The sender's seniority is irrelevant.
SLA clocks
Response and resolution times in business hours, per priority. The clock pauses while we wait for the user or a vendor, and the tool raises a flag before a target is breached.
Approvals
Access to the payroll folder, a new licence, an account for an outside contractor: forms routed to the manager and carried out as soon as they are approved.
Self-service
Password resets without a ticket and short articles for simple jobs, such as adding the second-floor printer or setting up email on a phone.
Problems, not just incidents
When the same fault returns three times, a problem record is opened with a cause and an owner. It closes once the cause is gone, not after the fourth repair.
How the engagement unfolds, one stage at a time
Set-up time depends mostly on your side: agreeing the catalogue and priorities takes longer than configuring any software.
01
Catalogue workshop
Two or three video sessions with department heads to settle what is handled, how quickly and who signs off each item.
02
Pilot department
We start with one team, usually the one complaining loudest. Over a few weeks the categories and targets are tuned against real cases.
03
Roll-out
The rest of the company joins in phases, with a short online briefing and a portal already proven by their own colleagues.
04
Quarterly review
Every quarter we go back over the catalogue: which services are redundant, which targets are unrealistic and what could be automated.
An SLA that cannot be checked is a hope, not a commitment. Every status change on a ticket is therefore stamped with date and time, and the portal shows you the very data our report is built from. If we fall short one month, the dashboard will tell you before we do, along with the cause and what we changed to prevent a repeat.
Common questions
A helpdesk fixes requests. A service desk governs how they are received, ranked, measured and improved. A fifteen-person firm usually manages fine with a helpdesk; from around fifty staff, or with several sites, a service desk stops support relying on one person's memory.
No. Requests land in our portal by default, which is part of the service. If you already run a tool that can track targets, we work in yours. A service desk is judged by its catalogue and realistic targets, not by the brand on the sign-in page.
Not at all. We take the parts a mid-sized business benefits from: catalogue, incidents, requests, problems and changes. Processes that only pay off in a multinational are left out.
They are logged in the same way, escalated to the ERP vendor, the telecoms operator or the host, and chased by us. Third-party waiting time appears separately in the report, so you can see who is holding each case up.
An incident log, traceability and written procedures are all evidence requested when aligning with Spain's National Security Framework (ENS). We help you prepare that paperwork; certification is granted by an accredited body, not by us. For public tenders, write to tender@apply.es.
Other work we do in this field
Make support quality measurable
Explain how requests reach IT now and who picks them up. We will come back with a catalogue, a priority scheme and a tool that produces figures from month one.
Hours
Monday to Friday, 9:00-18:00 Spanish time (CET), answers within a working day
Monday to Friday, 9:00-18:00 Spanish time (CET), answers within a working day
Meetings
Video calls via Google Meet or Teams
Video calls via Google Meet or Teams
Your request is with us
Expect an answer within one working day. A reported fault that has halted your team is handled first.
- We clarify the brief. If a detail is missing before we can price the work, we email you or suggest a quick Google Meet or Teams session.
- We draft a proposal. The scope of work, a price in euros with VAT shown separately and a realistic start date, with no small print.
- The choice is yours. The proposal arrives by email. Read it at leisure, query any line you like and only then decide.