IT-Total Sweden AB is one of Stockholm's leading companies within IT support, cybersecurity and cloud services. With Secure Hybrid Cloud, its own SOC for round-the-clock monitoring and a clear investment in AI and automation, the company has built an offering where security is the starting point rather than an add-on.
The challenge
A growing customer base with varied contract types made it increasingly difficult to maintain unified control over delivery. Information about contracts, SLA commitments and delivery status sat in several places, requiring manual reconciliation to produce a reliable picture.
The administration around that reconciliation took time away from work that created value for customers. At the same time, the need to show customers and management what had actually been delivered was growing – with evidence that holds up.
The solution
MSP Nordics brought contracts, time reporting, tickets and SLA follow-up into a shared structure, so that a ticket carries customer, contract and commitment with it all the way through to follow-up and invoicing.
The work focused on removing manual reconciliation rather than adding more reports. Reporting and analysis views were built around the questions IT-Total actually needs to answer – to customers, to management and internally within the teams.
The results
- 47% improved control over service delivery
- Complete overview of customer contracts, SLAs and delivery status
- 31% less time spent on administration
- 12 new reporting and analysis views established
IT-Total now has a delivery model that is both more scalable and easier to account for. Teams work to the same processes, and the time previously spent on reconciliation goes to customers instead.
Areas of expertise
Contract and SLA management · Ticket management · Reporting · Process structure
