Service catalogue
Each service, such as a new user, an extra licence, folder permissions or a new device build, comes with a description, target time and approver. Whether something counts as IT's job no longer depends on who you ask.
Service · Managed IT services
Service desk
Consider a hundred-and-twenty-person automotive parts maker in Bursa, with a plant in Nilüfer and a second production site in İnegöl. Its two-person in-house IT team fields dozens of requests daily: some by email, some through a WhatsApp group, some in the corridor. Shift supervisors complain their issues are forgotten, while IT feels trapped in endless firefighting. The general manager cannot size the problem because there is not a single number to look at. That is where a service desk comes in. A helpdesk resolves requests; a service desk manages the support operation itself. Every service has a definition and a target time in a catalogue, priority reflects actual business impact, the tool does the timing, and management reviews the same indicators each month. Apply can build this structure when it runs all of your IT, or next to your internal team by taking over first-line support and freeing your people for projects.
Catalogue
every service and its target time
4 levels
priority set by impact
SLAs
timed by the tool, never guessed
Dashboard
always open to management
What the work covers in practice
We use ITIL as a frame, but only the parts that pay off in a company of fifty to two hundred and fifty people. In practice these pieces are enough.
Priority and escalation
Four levels, decided by how many people are affected and which process has stopped. If production planning, dispatch or invoicing is down, the level rises; the requester's seniority plays no part.
Measured service levels
The tool times response and resolution for each level, counting only service hours. Whenever a ticket is waiting for information from you or a vendor, the timer stops.
Approval flows
Requests like payroll folder access or a guest login for an outside maintenance crew go automatically to the right manager and are actioned as soon as they sign off.
Change calendar
Work such as an ERP upgrade or a firewall swap goes into the calendar ahead of time, listing affected departments and a way back. Nothing is scheduled on peak production days.
Problem records
When the same fault arrives for the third time, a separate problem record is opened and tracked, with a named owner, until the underlying cause has been removed for good.
Management report
First-contact resolution, age of open tickets, targets met per plant, satisfaction scores and time lost waiting on third parties. Same template every month, so the figures can be compared.
How we approach the job, from first call to handover
Setting up the tool is a matter of days. The real work lies in getting department heads to agree on catalogue and priorities, and we build in time for exactly that.
01
Snapshot of today
We pull recent months of requests out of mailboxes, chat groups and your IT team's notes. The first draft of the catalogue grows from that snapshot.
02
Agreeing with departments
In video meetings with production, sales, finance and logistics managers, target times and priorities are settled. Where consensus fails, the general manager decides.
03
Pilot plant
The new model goes live at one site first. After a few weeks of real data, targets and categories are corrected.
04
Wider roll-out and quarterly check
Other departments join step by step. Each quarter we revisit the catalogue, the targets and anything that could be automated.
Every indicator can be green while staff are unhappy. Service-level reporting has a well-known trap: targets are hit, the dashboard glows green, yet employees are fed up with support. Usually the metrics are timing the wrong thing. A ticket gets a quick “received” reply but takes days to solve, or it is closed while the fault quietly returns. So alongside the timing figures, our report always shows satisfaction and the rate of reopened tickets. When the numbers and people's experience disagree, you will hear it from us first.
Frequently asked questions
A helpdesk fixes individual issues. A service desk adds a catalogue, priority rules, measurement and ongoing improvement on top. It starts to pay off from about fifty staff or once there is more than one site.
A common model puts first-line support and ticket management with us, while tasks close to the shop floor and production machinery stay in-house. Both sides work in one tool, ownership of every ticket is visible, and the same measurements apply to everyone.
Our own portal is included in the service. If you already run a system capable of timing targets and handling approvals, we can work inside it. The brand matters far less than a realistic catalogue and achievable targets.
Firms supplying the automotive industry are asked ever more often to show evidence of access control, incident logs and change management. Cybersecurity legislation and sector regulation in Turkey point the same way. A service desk produces that evidence as a by-product. Which obligations actually apply to you is a question for your legal adviser.
Yes. Tickets are tagged by company, plant or department; each manager sees their own area and head office sees the total. Organisations with roughly 50 or more users across several branches can contact us at b2b@apply.tr.
Neighbouring services that often go with this one
Service
End-to-end IT support
Computers, servers, accounts and suppliers all managed by one remote team on a predictable monthly fee
Service
IT helpdesk
A single address for your staff's everyday computer problems, usually solved within minutes over a remote session
Service
24/7 support
An on-call team for systems that cannot stop when the office closes, including nights, weekends and holidays
Put measurable numbers on your support
Explain how requests reach IT at the moment and who resolves them. We will suggest a catalogue, a priority model and a way of working that yields figures from month one.
Availability
Weekdays 09:00-18:00 Turkey time (GMT+3); an answer follows by the next working day
Weekdays 09:00-18:00 Turkey time (GMT+3); an answer follows by the next working day
Calls
By video, over Microsoft Teams or Google Meet
By video, over Microsoft Teams or Google Meet
We have your enquiry
A reply will reach you by the next working day at the latest. If your message says work has come to a halt, it goes to the top of the pile.
- Filling the gaps. If we need more information to judge the job, we send questions by email or propose a quick Teams or Google Meet call.
- A written quote. It lists the scope, a euro price excluding VAT and a realistic start date. No hidden clauses, no items that appear later.
- Your decision. The quote arrives by email. Take whatever time you need, raise questions on any line, and decide when you are ready.