Outproduce
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For service delivery managers and owners running managed support and project work.

Why do tickets stall? Because the information needed to progress them lives in the client environment, the contract and someone memory.

Tickets, monitoring alerts, change requests and client onboarding tasks arrive faster than the service desk can triage them. Outproduce installs the path from the inbound request into a triaged ticket with the client context attached, plus change request routing, SLA risk surfacing, and the monthly service report assembled from the record. Changes to client environments and anything with commercial effect wait for a named approver.

Book a callSee the workflows
  • Ticketing system
  • Monitoring and alerting
  • Documentation store
  • CRM
  • Accounting software

By hand today

What your team does by hand, and what we build.

You do this by hand

A technician reads each inbound email, works out which client and system it concerns, and sets the ticket fields.

We build this

A triage path that reads the request, identifies the client, asset and category, and prepares the ticket.

What changes

Tickets arrive triaged, and the desk starts on the work rather than the classification.

You do this by hand

Known issues are solved from memory or by searching old tickets by hand.

We build this

A context retrieval path that attaches the client documentation and prior resolutions to the ticket.

What changes

The technician sees the relevant history without digging for it.

You do this by hand

Change requests are discussed in a thread and then documented afterwards if at all.

We build this

A change request path that captures the proposed change, the affected assets and the approval requirement.

What changes

Changes carry a record and an approval before they are made.

You do this by hand

SLA risk is spotted when someone scans the queue, usually late in the day.

We build this

An SLA risk view built from the ticket record and the contract terms, raising at risk items with an owner.

What changes

Breach risk is surfaced by the system rather than noticed by a person.

You do this by hand

The monthly service report is assembled by exporting data and writing commentary from scratch.

We build this

A reporting path that assembles the activity, exceptions and recurring themes for the account manager to finish.

What changes

Reporting becomes a review and a narrative, not an assembly job.

The service desk is a triage machine, and triage is the part that scales worst. Time spent deciding what a ticket is about is time not spent resolving it.

Clients judge a provider on responsiveness and on evidence. Both improve when the ticket, the client documentation and the contract terms meet automatically rather than through recall.

Lifecycle

Where the system runs and where a person decides.

Typical lifecycle in this sector
  1. 1Request or alert arrives
  2. 2Client, asset and category identifiedAutomated
  3. 3Relevant documentation and history attachedAutomated
  4. 4Priority set against the contract termsAutomated
  5. 5Technician works the ticketHuman approval
  6. 6Change requiring approval routed to the named approverHuman approvalEnvironment changes wait here.
  7. 7SLA risk raised with an ownerAutomated
  8. 8Resolution confirmed and reporting updatedAutomated

Workflows

The workflows we install first.

Each one names the manual version, the installed version, and the approval point that stays with a person. Figures show sample records, never client data.

01

Inbound request to triaged ticket

The request is read, the client and asset are identified, and the ticket is prepared with a category and priority from the contract terms.

Expected impactExpected impact: triage effort drops and tickets start with the right priority.
Illustrative trace of a triaged ticketIllustrative
  1. 01
    Request read

    Sender, client and described symptom captured.

    Automated
  2. 02
    Asset identified

    Matched against the client documentation and asset record.

    Automated
  3. 03
    Ambiguous client or asset

    Held and named rather than guessed.

    Escalated
  4. 04
    Priority applied

    Set from the contract terms and the described impact.

    Automated
  5. 05
    Technician picks up

    The ticket starts with context attached.

    Human approval
02

Context retrieval on the ticket

Client documentation, configuration notes and prior resolutions for the same asset are attached to the ticket when it is created.

Expected impactExpected impact: repeat issues are resolved from known history rather than rediscovered.
Illustrative context attached at triage · Illustrative
ContextSourceWhy it is attached
Asset configurationDocumentation storeAvoids rediscovering the environment
Prior resolutionsClosed tickets on the same assetShows what worked before
Contract scopeCRM and agreement recordShows whether the work is in scope
Open related ticketsTicketing systemPrevents duplicated work
03

Change request routing

A proposed change captures the affected assets, the risk and the approval requirement, and waits for the named approver before anything is applied.

Expected impactExpected impact: changes are evidenced and unapproved changes stop.
Illustrative ladder for a change requestIllustrative
  1. Change proposedScope, affected assets and rollback noted on the request.
    Automated
  2. Risk classifiedSet from the asset criticality and the change type.
    Automated
  3. Internal approvalA named approver accepts the change window and the plan.
    Human approval
  4. Client authority neededHeld for the client contact where the agreement requires it.
    Escalated
04

SLA risk and service reporting

At risk tickets are raised from the record and the contract terms, and the periodic report is assembled for the account manager to finish.

Expected impactExpected impact: breaches become preventable and reporting stops consuming the account manager time.
Illustrative comparison of service oversight
CaseBy hand todayInside the installed path
Ticket nearing the response termSpotted when the queue is scannedRaised with a named owner
Recurring issue on an assetNoticed eventuallyGrouped and surfaced as a theme
Service reportExported and written from scratchAssembled from the record for review and commentary

Go live

How it reaches production in your firm.

  1. 01

    Fit Review on the service desk

    We watch real tickets arrive and get triaged by the people doing it today.

    Free
  2. 02

    Operating Map

    The map names the ticket records, the context sources, the contract terms and every approval point.

    Paid, yours to keep
  3. 03

    Production Install on a scoped client group

    A chosen client group or ticket type goes live first, with an agreed acceptance test on real tickets.

    Human approves
  4. 04

    Managed operation or handover

    We hold the exception queue with your team, or hand the documented system to a named owner.

    Monitored

What we measure

Baseline first, then the delta.

We record each of these before anything switches on, so the result is measured against your numbers, not a benchmark.

first builds: inbound request to triaged ticket · context retrieval at triage · SLA risk and service report assembly

Related

Questions from it and managed service providers.

Does it make changes in client environments?

Only where you have granted a narrow, written authority. Anything else is prepared and waits for a named approver.

Will it fight our ticketing system?

No. The ticketing system stays the record and the installed path works inside it.

What happens when it cannot identify the client?

The ticket is held and the ambiguity is named, so a person resolves it instead of the system guessing.

Other sectors

Start here

Show us the workflow.

Tell us what starts it, who owns the result, which tools carry it, and where it stalls. We will tell you whether it is ready to map.

Book a 20-minute callOr send it in writing
Strong fit

The workflow repeats

One person owns the result

The records exist

Several tools carry the work