IT Service Transformation · Data · AI
65Vision helps organisations move IT operations from reactive to resilient: shifting work left, fixing recurring incidents at the root, holding suppliers to clear outcomes, and building the data foundations that let AI remove real effort.
Self-assessment · 5 questions · 2 minutes
Answer five questions and get an instant maturity profile with the first moves to make.
Repeat incidentsHow much of your ticket volume comes back.
Shift-leftWhere tickets get resolved first time.
Problem managementWhether root causes reach a fix.
Supplier governanceHow sharp your partner reviews are.
AI and automationHow much routine work is automated.
Question 1 of 5
Workaround → Root fix
Recurring incidents become problem records with owners, and leave the queue for good.
L2 → L1 → Self-service
Known issues move to the cheapest, fastest point of resolution, then to automation.
Reactive → Proactive
Monitoring and AI catch failures before users call, and suppliers report on outcomes.
What we do
Hands-on work across the service desk, problem management and supplier governance. Engagements run from a two-week assessment to a longer interim role.
Transform how your L1, L2 and L3 teams work by shifting resolution left. Known issues move from expensive L2 and supplier queues to the service desk, and from the service desk to self-service and automation. Users get faster fixes and fewer handovers; specialists get time back for root causes.
AI is only as good as the data underneath it. We get your IT operations data ready: a reliable CMDB and service map, consistent ticket categories and resolution codes, incidents linked to problems and changes, and KPIs everyone trusts. That gives AI triage, prediction and automation something solid to learn from.
Find the service desk and contact-centre work AI can safely take over: ticket triage, contact-reason analysis, knowledge suggestions and repeat detection.
An operating model that watches the full customer journey across applications, integrations and suppliers, so outages are caught before customers call.
Quantify what repeat tickets cost, link them to problem records and user stories, and drive permanent fixes through the delivery backlog.
Reset service reviews with your strategic partner around a short agenda, the KPIs that matter, and named owners for every open action.
How we work
Four phases. You see findings after the first two weeks, not the first two months.
Weeks 1–2
Pull incident, problem and contact data. Map where volume, reassignments and cost sit.
Weeks 3–4
Agree owners for the top recurring issues and set a working cadence with suppliers.
Months 2–3
Move root causes into the delivery backlog and track them through change to closure.
Ongoing
Hand over dashboards, KPIs and review routines your team runs without us.
Who we are
65Vision is a group of experienced IT leaders who have run service operations from the inside: service desks, L1 and L2 teams, major incident management and end-to-end service assurance. We have owned incident, problem and change management across CRM, ERP and integration landscapes, and worked day to day with global systems integrators.
That is why we start with operations, not tools. Our focus is helping organisations get more from what they already run: fewer repeat incidents, sharper supplier reviews, work shifted left, and AI applied where it saves real hours.
Take the assessment, or send a short note about your setup. You'll get a reply within two working days with a proposal for a first conversation.
Talk to an expert
info@65vision.com