IT Service Management
Driving consistent, high-quality IT service
We provide expert-led service management that improves user experience, ensures operational stability, and aligns IT delivery with your business goals.
35+ years' experience providing IT Service Management to a wide array of organisations
Behind the scenes of transforming IT support
Watch our Head of Service Delivery, James Elwood, talking about the Tech Bar we implemented for a legal customer, offering personal, walk-up IT support. No more long calls or delays – just instant help when it’s needed most. Could this be the future of IT services?
IT Service Management
Our service management offering combines people, process, and platforms to deliver scalable, measurable support. From service desks to ITSM and SIAM, we help you simplify operations, resolve issues faster, and improve user satisfaction.
IT Service Desk
Expert-led, 24/7 support that keeps your people productive and your IT running smoothly
Our service desks provide responsive, expert-led support that keeps your teams productive. We offer 24/7 assistance with industry-standard SLAs, multi-channel access, and user-focused resolution.
- 24/7 user and technical support
- Multi-channel access (phone, portal, chat)
- SLA-driven performance and reporting
- UK-based support with flexible coverage
IT Service Management (ITSM)
Structured, ITIL-aligned service management to optimise delivery and drive improvement
Optimise IT delivery with structured, ITIL-aligned service management. We implement and operate ITSM frameworks that improve efficiency, governance, and service quality.
- ITIL-aligned service processes
- Incident, change, and request management
- CMDB and service catalogue integration
- Reporting and continual service improvement
Onsite Services
Flexible, nationwide onsite IT support that integrates seamlessly with your team
Our onsite engineers offer flexible support to complement or extend your in-house IT team. From deskside support to major rollouts, we ensure issues are resolved with minimal disruption.
- Skilled engineers available nationwide
- Flexible cover for planned or ad hoc needs
- Deskside, floorwalking, and build services
- Fully integrated with remote support
Managed SIAM
A governance service for complex, multi-supplier IT environments
We act as the central "integrator", coordinating multiple third-party providers to ensure all parties work together seamlessly to deliver business objectives. We provide a single, consolidated view of end-to-end service performance.
- Managing cross-supplier processes for major incidents, problems, and changes
- Single, integrated reporting on end-to-end service performance.
- Monitoring the performance of each supplier against their contractual SLAs
- Acting as a central point of escalation for cross-supplier issues
Managed SDM & TAM
A high-touch governance and relationship management layer that wraps around our technical services
SDM is responsible for service performance and governance, while the TAM is responsible for strategic technical alignment and future planning. Together, they ensure our services deliver value and evolve with your business.
- SDM is the primary point of contact for all service-related matters
- SDM will manage a CSI plan to drive ongoing service improvements and manages major incidents and service escalations
- TAM understands business goals and aligns our technical solutions to support them
- TAM introduces new services and technologies that could provide business value
Recognised for excellence
Celebrating our industry award nominations and a proud win
We’re delighted to be recognised for the work we do to deliver innovative solutions and expert support to our customers. We are proud to have won Best Cloud Support Provider 2025, and are shortlisted for IT Services Company of the Year & Cloud Services Partner of the year, with the results to come soon.
We are moving forward to meet growing and more complex demands with a provider that can both scale to meet those needs and provide the level of professionalism needed within this marketplace.
Rob Bing, IT Service ManagerSt Andrews HealthcareWe were pleased to discover that our organisational cultures were aligned, making the decision to choose OneAdvanced that much easier.
Nirupa Wikramanayake, Group CIOIrwin Mitchell
Why work with OneAdvanced?
We provide solutions that effortlessly get the job done, allowing our customers to focus on thriving for the people who rely on them.
We are the bulletproof decision
With world-class cybersecurity, 24x7 UK based support and the highest regulatory accreditations, we are a safe pair of hands.
We are the big picture decision
We enable your business to grow with the technology, empowering your teams to unlock the full potential of AI, driving growth.
We are the winning decision
Working with our sector software teams, we’re uniquely positioned to understand you industry's workflows and challenges. We leverage this to help teams work smarter.Supporting service excellence at every level
IT Service Management for Healthcare
We support healthcare workers by ensuring IT services are reliable, responsive, and efficient - freeing clinicians to focus on care rather than tech issues.
- Ensure seamless support across clinical and admin systems
- Provide rapid response for frontline staff and devices
- Align with NHS governance and availability targets
- Enable joined-up support across multiple suppliers and trusts
- Learn how we help keep healthcare IT running smoothly
IT Service Management for Legal
IT service continuity is vital for legal professionals. Our support solutions keep systems up and cases moving - while ensuring user needs are met quickly and discreetly.
- Ensure lawyers and support teams get fast, expert help
- Maintain SLAs for time-sensitive, high-stakes work
- Manage services across hybrid and legacy platforms
- Deliver visible, auditable service performance
- Discover how we help legal teams stay productive and supported
IT Service Management for Public Sector
Our service management solutions help public bodies deliver dependable, transparent, and citizen-focused digital services - while managing multiple systems and providers effectively.
- Provide timely support for employees and constituents
- Meet public sector SLAs and audit demands
- Integrate support across departments and platforms
- Enable seamless collaboration with multiple suppliers
- See how we help the public sector deliver joined-up services
IT Service Management for Financial Services
We help financial institutions run stable, compliant operations by delivering responsive support, unified service models, and consistent performance under pressure.
- Maintain high availability and service quality
- Ensure compliance with IT governance standards
- Coordinate service delivery across hybrid estates
- Support traders, analysts, and customers in real time
- Discover how we help financial firms stay operational and agile
Trusted partnerships and certifications for your assurance
Recommended Resources
Resource type: BlogResource sector: IT ServicesPublished on 06/10/2025
Why SIAM matters now: Making multi-supplier IT work
Struggling to manage a complex web of IT suppliers? That’s where Service Integration and Management (SIAM) comes in. Acting as the “conductor” of your IT orchestra, SIAM ensures seamless collaboration, accountability, and alignment across multiple pr...
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Resource type: BlogResource sector: IT ServicesPublished on 30/09/2025
The importance of CMDB for Managed Service Providers
A well-governed Configuration Management Database (CMDB) is more than an asset list - it’s the backbone of modern managed services. At OneAdvanced, we use ServiceNow’s CMDB to deliver visibility, efficiency, and compliance across complex IT environme...
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Resource type: BlogResource sector: IT ServicesPublished on 22/05/2025
Rethinking IT Outsourcing: why experience, not just efficiency, is the future
IT outsourcing is evolving from Service Level Agreements (SLAs) to Experience Level Agreements (XLAs), which prioritise user experience over technical benchmarks. XLAs focus on measurable outcomes like employee satisfaction, productivity, and seamles...
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Resource type: BlogResource sector: IT ServicesPublished on 07/04/2025
IT never sleeps – a 24x7 approach to serving customers
Discover how our 24x7 IT support ensures seamless operations with proactive monitoring, server patching, and managed services like Azure and hybrid cloud solutions. IT never sleeps!
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