IT services & MSPs.
Tickets triaged, licences reconciled, projects reported and every SLA tracked. The service director sees the clients about to breach.
What IT service teams run on Hive
- Ticket triage
- SLA monitoring
- Licence recs
- Contract renewals
- Change requests
- Client reporting
- Joiners and leavers
- Vendor renewals
- Project status
- Ticket triage
- SLA monitoring
- Licence recs
- Contract renewals
- Change requests
- Client reporting
- Joiners and leavers
- Vendor renewals
- Project status
Triaged before the standup.SLAs never missed.
Autonomy is earned, not switched on.
Every use case starts on a rung you choose. Each approval teaches Hive the boundary. As approvals become routine, the work moves up a rung, within limits you set and can pull back at any time.
Connect your service stack
Tickets, monitoring and identity in one governed workflow, alert to resolution.
Use case examples. A sample of the work Hive takes over. The full map is drawn with your team in week one.
Every ticket is read, categorised and assigned by a human first.
+Hive reads each inbound ticket, classifies the issue and urgency, matches it to the client contract and assigns it to the right queue with a first response drafted in your tone.
SLA breaches are discovered after they happen.
+Hive watches every open ticket against its contracted response and resolution times, warns the engineer and lead before the clock runs out, and drafts the client update when a breach is unavoidable.
Licence counts and invoices never agree.
+Hive reconciles Microsoft, Google and vendor licence usage against what each client is billed, flags over- and under-billing and drafts the true-up before the invoice run.
Contract renewals surface with two weeks to spare.
+Ninety days before every renewal Hive assembles the usage, ticket history and margin on the account, drafts the renewal proposal with price changes for your review and schedules the client conversation.
Change requests are approved on Slack and lost.
+Hive captures every change request, drafts the change record with risk, rollback and window, routes it to the approver and updates the client when it is complete.
Monthly client reports take an engineer a day each.
+Hive builds the monthly service report per client: tickets, SLA performance, security posture, licence changes and recommendations, in house format, ready for the account manager to send.
Starters and leavers are a checklist run by memory.
+From the HR request Hive creates or disables accounts, assigns licences and groups, orders hardware, notifies the client and closes the ticket with the evidence attached. Access changes above your threshold wait for approval.
Vendor renewals and price rises arrive as surprises.
+Hive tracks every vendor agreement and price notice, calculates the impact per client, drafts the pass-through and flags the contracts worth renegotiating.
Project status lives in three tools and one engineer’s head.
+Hive assembles project status from tickets, time entries and the plan, drafts the weekly client update and flags scope creep against the statement of work.
Leadership cannot see margin per client or engineer utilisation.
+Hive keeps a live view of revenue, cost-to-serve and utilisation per client and engineer, and flags the contracts where effort exceeds price.
Noted.
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