Service enhancements that drive smarter IT performance
Enhancing your IT experience with smarter processes and measurable results
Fewer issues, faster resolutions, smarter service.
This page is dedicated to sharing updates on our how we’re improving your IT experience, constantly.
At Wanstor, we’re transforming IT service management with the latest ServiceNow innovations, intelligent automation, and Digital Experience monitoring, so customers get measurable improvements, not just promises. By combining innovation with proven best practice, we help organisations resolve issues faster, improve service outcomes, and unlock more value from their IT investments.
Keep an eye on this page for the latest updates and improvements to our services.
Our commitment to excellence has been independently recognised by industry leaders:
- 4★ SDI Audit: Maximum score on our first attempt, a distinction achieved by only one other organisation.
- Best Service Desk CX: Recognising outstanding customer experience and service excellence.
- MSP Service Desk of the Year: Celebrating our Service Desk’s exceptional performance and industry-leading standards.
You asked, we delivered.
Your feedback drives our improvements. We’ve listened to your suggestions and made meaningful changes to enhance transparency, communication, and the overall service experience.
Improved change controls
You said you wanted greater visibility and accountability. As a result, we’ve introduced mandatory attachments to evidence successful change completion. This change provides clearer audit information. It also ensures transparency and builds trust in our processes.
Improved communication
You told us regular updates were important. To address this, we’ve implemented system-driven logic that enforces timely customer updates. This ensures you stay informed throughout every stage of the process and helps improve overall communication.
Improved portal experience
You said you wanted a faster, more responsive portal. Consequently, we’ve improved filters to boost both speed and responsiveness. We’ve also made it easier to sort columns and export data. As a result, you can now access the information you need much faster.
Keep the feedback coming!
Your input continues to shape how we deliver IT services. Keep sharing your feedback — together, we’ll keep making things better.
Security Enhancements:
With cyber threats rising, we’ve reinforced our security processes to give customers confidence:
- PIN Verification on Calls: We evaluate how your organisation is adopting innovations and measure the real-world outcomes of these changes.
- Enhanced Internal Security Escalations: New internal processes ensure that any security-related incidents are escalated quickly and managed efficiently, so customers can be confident their data and systems are protected.
- Deep Analytics & AI Case: Advanced analytics and AI reviews of support cases help us proactively identify potential security concerns, allowing us to address issues before they impact your business.
ServiceNow Enhancements
We’ve evolved our ServiceNow platform to deliver smarter, more proactive support, helping customers resolve issues faster:
Smarter Reporting & Design
Our enhanced portal now provides clearer reporting on things like out-of-scope requests, starters and leavers, and estate health maps. Additionally, the refreshed user experience and updated guides, including PIN reset instructions, make it easier for customers to find information quickly and manage IT tasks efficiently.
Intelligent Automation
We’ve introduced problem automation that escalates issues based on their impact, along with 59+ live playbooks. Plus, out-of-scope workflows now include proactive approvals and communications, so customers experience fewer delays and smoother resolution of common IT requests.
Continuous Improvement & Integration
Automatic knowledge feedback loops help us continuously improve the service experience. Customers can also access agents and virtual chat directly within Microsoft Teams, providing quicker support and more convenient ways to get help without switching platforms.
Service Maturity Assessment:
Our Service Maturity Assessment provides a structured review of how customers engage with our IT services, the tools and processes in use, and the quality of data and reporting available. Its purpose is to ensure you’re getting the full value from us as your IT partner.
- Adoption and Impact: We evaluate how your organisation is adopting innovations and measure the real-world outcomes of these changes.
- Expert-Led Analysis: Delivered by our Service Centre of Excellence, the assessment identifies opportunities for improvement and highlights areas to optimise your IT services.
- Collaborative Improvement: We then build on the baseline through tailored workshops, designed to strengthen service maturity, unlock efficiencies, and deliver measurable business value.
Discover how to unlock the full value of your IT services.
Our expert-led assessment reviews your current setup, identifies opportunities for improvement, and creates a clear roadmap to strengthen efficiency, security, and service outcomes.
Learn moreFaster fixes. Better service. Tangible results.
Since we launched the new ServiceNow portal, we’ve seen some great results:
What’s Next
We’re already working on the next phase of innovation:
- Self-Service Requests: End-to-end user management automation in production testing.
- Cluster Alerting: AI-driven correlation to reduce ticket volumes.
- Agentic AI: Bots creating change test plans, problem comms, and proactive security reviews.
Ready for your board-level Service Maturity Review?
As your trusted IT partner, we’re here to help you get the most out of your technology. Our Centre of Excellence offers a Service Maturity Review designed to assess how your current IT services align with your goals. We’ll help you uncover opportunities, reduce friction, and build a roadmap for smarter service delivery.