This is Devicedesk.
These companies are already smashing SLAs.
Not getting complete information?
Are your customer requests not specific enough at submission time, therefore requiring triage and follow-ups from your service desk?
ITSM tool is too difficult to configure?
Most ITSM or ticketing systems have a level of self-service, but their default capability is too simplistic and requires a consulting exercise in order to customise it to fit your business.
The cost of missed service targets.
Any service operations leader knows how important it is to keep a clean, moving service board. Customer follow-ups are an expensive time-wasting exercise which risks requestor frustration and contract scrutiny.