Process management support for your business IT services

When it comes to achieving outcomes for your organisation, technology is only part of the solution. You also need well-designed IT management processes to ensure IT and business objectives are aligned.

At Content+Cloud we provide process management support for business that’s built upon industry best practices and has your people at its heart.

Process management that delivers business value

To deliver the greatest value out of your technologies, you need to ensure that issues can be resolved efficiently, changes made without disruption and services improved to meet evolving goals.

Having robust processes in place for managing such eventualities is key. At Content+Cloud we’ll provide to your business process management support that follows recognised standards yet is designed with your particular requirements in mind.


ITIL aligned

We adhere strictly to IT Infrastructure Library (ITIL) practices. This means that every ticket raised is managed to strict, recognised standards. We can also provide guidance on problem, incident, change and escalation management.



Across all processes, our focus is on you – the end user. When you become a Content+Cloud client we dig deep to learn more about your needs and design a service model to meet them.


Expertly delivered

Our expert Process Management Team will work with your teams and suppliers to streamline and align processes. All of our processes are supported in our ServiceNow-powered toolset.

Example IT management processes we can support with

With a dedicated Process Management Team, we’re able to provide support for all processes, as well as working with your internal teams were required – such as on access and asset management.

Here are some examples of how we can help you.

Incident management process

  • Monitoring and resolution of critical issues through our Incident Manager
  • Incident analysis, recommendations and reporting within 48 hours of resolution
  • Dashboards for tickets based on KPI variables
Talk to us about incident management 

ITIL problem management

  • Root-cause analysis of incidents undertaken by our dedicated Problem Management Team
  • Data collation and trend identification and reporting
Talk to us about problem management 

Change management

  • Proposed changes managed and reviewed by our Technical Account Manager
  • Stakeholder engagement
  • Deployment of engineers for day-to-day or project-based action
Talk to us about change management 

Knowledge management

  • Proactive identification of spikes and trends
  • Learning from these patterns and incidents for speedier resolution
  • Identifying opportunities for prevention
Talk to us about knowledge management 

Continual service improvement for sustained high quality

At Content+Cloud we believe successful organisations don’t stand still – nor do their services. We use a continual service improvement process to identify and execute opportunities to improve IT processes and services, and to objectively measure the effects of these efforts over time with our clients.

Find out more about our service delivery 


World-class IT Service Management (ITSM) through ServiceNow

At Content+Cloud we user ServiceNow as our ITSM platform. We invest heavily in its capabilities, with all our standard processes supported in the toolset and even our own DevOps team focused on ServiceNow. For you, this means:

  • A brandable web portal for all request and incident raising and tracking
  • Dashboards and reporting tools
  • Interaction through email, phone or SSO, Active Directory and Azure AD Integration
  • Extension of the solution into your internal IT team, if required
Find out more about our ITSM portal