ELM Computer Technologies Limited: End-to-end Solutions to Increase Business Competitiveness

The traditional ITSM practice and business model has changed significantly with new digital technologies such as cloud computing, big data, AI, and IoT reshaping organizations’ business needs and driving digital transformation. The accelerating pace of digital transformation coupled with the growth of DevOps adoption and increased demand for self-service demands ITSM to adopt and adapt various processes while reinforcing the best practice for delivering quality IT service in a new, more complex world. ITSM has to encourage a user-centric culture of collaboration and to bring together ITSM, development, operations, business relationships, and governance in a holistic approach; a truly integrated model for digital service management. With a strong technical capability and well-versed knowledge in ITSM, ELM Computer Technologies Limited (ELM) supports its clients in passing through the digital transformation journey and grows with its clients together in the new digital world. ELM provides the required integrated ITSM model to simplify support for users and infrastructures, reduce costs, and increase satisfaction through self-service, automated service management, and best-practice based service desk capabilities. ELM also provides solutions for clients for adopting DevOps, AI, and IoT.

As a truly service-oriented company, ELM is committed to helping its clients establish and manage IT infrastructures and business applications to enhance their business competitiveness, reduce cost and risk, promote performance and efficiency, and enhance availability and security. ELM’s Service management solution enables IT practitioners to benefit from best practice-based process automation capabilities, integrated knowledge and problem management, and visibility into asset, configuration, and change information for improving first call resolutions.

The solution can also help reduce outages by using advanced impact analysis and automated change procedures to ensure the integrity of existing infrastructure. “Furthermore, our solution is capable of managing all assets including IT and other physical assets through one platform that enables service management process to be applied to all assets and services,” says the company’s General Manager, Kevin Hu. Automated change analytics capability of ELM’s solution also enables clients to understand the service impact of changes and collisions with other changes to minimize outages and issues. At the same time, the solution allows end users of clients to select available services and deploy approved software to their devices without help from IT staff so as to reduce help desk calls. In a nutshell, ELM’s solution manages IT and operational assets and services in an integrated manner to streamline support, availability, and reduce costs.

In 2018, ELM supplied its ITSM solution to one of the disciplined forces of the Hong Kong SAR Government to implement a Helpdesk Problem Tracking System. The System supports 5,000 users by providing a fully integrated platform for problem reporting and handling for all problem reports relating to both ICT applications and end-user equipment. The platform provides online reporting of faults and enquiry of progress by users as well as CRM functions. The client also benefitted from a knowledge base, including database for equipment/facility records to assist operators in handling ICT incidents. ELM’s platform also gives the management daily/ weekly/ monthly dashboard of various systems, equipment, components, and findings to monitor trends to highlight business continuity needs.

Being an ITSM solution provider, ELM keeps equipping its professional technical team to fully understand every key component of all new driving forces and retaining the effectiveness in optimizing its customers’ ITSM needs. As future technologies come into play, the deft and dynamic ELM will empower its clients in IT service management and enable them capable of providing overall assurance of service performance and meet business needs.