IT Service Management (ITSM)

A single hour of IT downtime can cost millions. Is your business held back by reactive, disjointed IT support?
Modernize your operations with integrated ITSM solution.

Get Free Quote

Drive Decisions
with Comprehensive Reporting & Compliance

Our ITSM framework provides diverse, powerful reporting capabilities.
Enable data-driven decisions for IT services and effortlessly meet stringent audit and compliance requirements.

Powered by ManageEngine’s Enterprise Suite


NCD’s solution is built on the robust, enterprise-grade ITSM, NMS, and LOG360 product suite from Zoho ManageEngine.

Achieve more with a single deployment:
• Real-time IT infrastructure monitoring
• Automatic fault alerting & ticketing
• Streamlined, automated work order processes
• Standardized services from our NOC operations team

Multi-Channel Communication for Enhanced Experience

Move beyond basic email/SMS. NCD ITSM integrates notifications directly into MS Teams, WeChat, Lark, and WhatsApp, ensuring critical alerts are seen and acted upon faster.

Tangible Value & Benefits of Our ITSM System


Automated Inspections
Enhance Efficiency

Deploy our Network Monitoring System (NMS) for real-time device status monitoring. Potential issues trigger automatic alerts and work orders, allowing you to resolve problems at inception and drastically reduce failure rates.


Standardized Processes
Optimize Management

Implement clear, standardized workflows for incident, problem, and change management. Defined responsibilities and procedures significantly reduce resolution times and increase service efficiency.


Knowledge Base
Empowers Employee Self-Service

An integrated knowledge base allows employees to self-query solutions, reducing ticket volume and freeing your IT team to focus on complex, strategic issues.

Quantifiable ROI for Your Business

Reduce Personnel Costs

Minimize reliance on desktop support staff. Our solution typically reduces the support gap by at least one FTE, saving approximately $120,000 annually in labour costs.

Streamline Audits

Drastically cut time spent preparing audit documentation. Generate compliance reports in real-time to improve audit efficiency and pass rates.

Boost Service Satisfaction

Industry data shows ITSM implementation can increase service satisfaction by 20-40% in the first year, with average resolution times cut by 50% and SLA compliance improved by 15-30%.

Avoid Risks & Unexpected Expenses

Schedule automated, closed-loop inspections via systematic work orders to prevent costly operational failures and penalties.

IT Service Challenges? Here Are Our Solutions

Powerful Data Visualization Services Support Management and Strategy


Powerful Data Visualization for Strategic Leadership

Gain a holistic view with a customizable global dashboard, providing leadership with the insights needed for informed resource deployment and strategy.


Flexible, Stage-Based Reporting

Whether you have a dedicated IT team or not, our system adapts to deliver ready-to-use results. Ensure controllable operating costs and support your digital transformation journey.


Adaptable Processes That Evolve With Your Business

Utilize convenient, controllable process design tools to build workflows for any scenario, effectively supporting business and strategic evolution.

Extensive Integration & User-Friendly Portals

Dedicated
Service Portal

Offer users a standard portal to report faults, submit requests, and track work order status.

Engineer
Efficiency

Engineers can log in to view assigned team tickets, check details, and respond—all from a unified interface.

Multi-Channel Notifications

Enhance communication with integrated alerts via email, SMS, MS Teams, WeChat, Lark, and WhatsApp.

Pain Points and Challenges Without an ITSM Solution

Inefficient Manual Inspections:
A Costly Bottleneck

Your company relies on 3-4 IT personnel, at a monthly labour cost of 24,000-32,000 RMB, to manually inspect 40-50 devices. This approach is not only expensive but inherently flawed. Manual checks lead to overlooked issues, delayed fault response, and unnecessary risk to business continuity.


Time-Consuming Fault Resolution:
The Reactive Spiral

The lack of standardized processes for network fault detection and resolution requires IT personnel to spend a considerable amount of time troubleshooting issues.
Emergency repairs and overtime work become the norm, leading to elevated labour costs.


risk to business continuity.
Disorganized Process Management:
The Efficiency Killer

The absence of standardized procedures for network fault detection forces IT staff into lengthy, ad-hoc troubleshooting. Emergency repairs and overtime become standard, driving up operational costs while keeping your team in a constant state of firefighting.

The Silent Threat:
Accumulation of Hidden Costs

Beyond direct labour expenses, the real impact lies in unquantified business interruptions and productivity losses. Equipment failures create cascading inefficiencies that silently erode your company’s overall operational performance and profitability over time.

Contact Us

You’re not a customer yet and would like to discuss our services?

Join Our Global
Cybersecurity Alliance

Whether you’re an enterprise seeking protection or a tech provider expanding capabilities, let’s build safer digital ecosystems.
  • +852 2138 9388
  • info@ncdefence.com
  • Suite 3606, 36/F, Skyline Tower, 39 Wang Kwong Road,
    Kowloon Bay, Kowloon, Hong Kong

China office

Zhuhai
Hong Kong

Let’s get in touch

Whether you’re an enterprise seeking protection or a tech provider expanding capabilities, let’s build safer digital ecosystems.