Agent Workspace
- Incident queue
- Priority & SLA
- Major incident
- Live updates
IT Service Management
Restore. Change. Learn.
Incident, request, change, problem, SLA, and knowledge — the way the desk actually works.
Platforms
The desk and the portal.
Agents work tickets. Employees request and self-serve. One ITIL-aligned model.
Employee Center
- Service catalog
- Knowledge
- Virtual Agent
- Status of my request
What we offer
ITSM processes we implement.
The ITIL topics that cut downtime and ticket age.
Incident Management
- Log and route
- Priority escalation
- 24×7 monitoring
- Major incident
- Restore fast
Service Catalog & Request
- Defined offerings
- Request items
- Approvals
- Role-based access
- Fulfillment tasks
Change Management
- Normal / standard / emergency
- Risk & impact
- CAB calendar
- Conflict check
- PIR
Problem Management
- Root cause
- Known errors
- Trend analysis
- Prevent repeats
- Link to change
SLA Management
- OLA / SLA / UC
- Breach alerts
- Dashboards
- Priority targets
- Compliance report
Knowledge Management
- Self-service KB
- FAQs
- Article lifecycle
- Deflection
- Always current
Virtual Agent
- Chat on portal
- Auto ticket
- Password / access
- Handoff to agent
- 24×7 first line
Employee Center
- One workplace
- IT + HR requests
- Status tracking
- Mobile friendly
- Brand your portal
Industries
Where we run ITSM.
Desks we already standardise on incident, change, and catalog.
Manufacturing
BFSI & Insurance
Healthcare
Energy & Utilities
IT & ITES
Retail & Distribution
Proof of work
ITSM we have stood up.
Agent workspace, catalog, change, and knowledge that people actually use.
01 / 04
Incident & Major Incident
Priority queues, war-room, and restore SLAs that hold.
Stack
What ITSM connects to.
The Now Platform plus the systems tickets already touch.
ServiceNow
SAP
Salesforce
Microsoft
Oracle
IBM
AWS
Azure
Adobe
VMware
Red Hat
CitrixProcess
How we implement ITSM.
A six-step path from ITIL mapping to a live service desk.
01
Map
Capture how incidents, changes, and requests run today.
02
Design
Catalog, assignment, SLA, and CAB model.
03
Configure
ITSM processes, portal, and Virtual Agent.
04
Integrate
Email, monitoring, and identity into the desk.
05
Prove
UAT, ATF, and a dry-run major incident.
06
Go-live
Train agents, hypercare, then improve from data.
Why Sampro
Why desks stay with us.
What you get when ITSM is built for operators, not slides.
Faster ticket resolution
Fewer repeat incidents
Controlled change
Measurable SLAs
Self-service deflection
ITIL-aligned process
Pune delivery
Agent-ready workspace