# IT Service Management Software in Newport Pagnell > ITSM for Newport Pagnell businesses, from CubeMSP. UK-built, UK-supported, and configured around your process. Serving Olney, Milton Keynes and Aylesbury too. **URL:** https://cubemsp.co.uk/software/it-service-management-software/buckinghamshire/newport-pagnell We support businesses in Newport Pagnell the way we would want to be supported ourselves: someone who knows the account, on the end of a phone, and on site when being on site is what the job needs. Newport Pagnell is a short drive from our Olney office. ## Details - **Solution:** IT Service Management Software - **Group:** Core platform - **Platform:** CubeMSP (https://cubemsp.co.uk/platform) - **Location:** Newport Pagnell, Buckinghamshire - **Distance from our Olney office:** 5 miles - a short drive from our Olney office - **Postcode districts:** MK16 - **Also known as:** ITSM software, IT service management platform, Service management software, ITIL software, IT support management system, Incident management software ## Coverage We cover Newport Pagnell and the surrounding area, including Town Centre, Tickford, Green Park, Poets Estate and Lakes Estate, across the MK16 postcode districts. We also work with businesses in Olney, Milton Keynes, Aylesbury and High Wycombe and elsewhere in Buckinghamshire. ## What is included - **A service catalogue that exists:** What you supply, to whom, at what level - held as data per client rather than described in a contract nobody opens. Incidents attach to the service, so impact is visible immediately. - **Incidents and requests, distinguished:** A broken thing and a wanted thing are not the same work, and mixing them makes every metric meaningless. Type, priority and category are set at logging, and your taxonomy is yours to define. - **Problems behind incidents:** Recurring faults grouped so the underlying cause is visible. Twelve tickets about the same switch is a problem record, not twelve coincidences to be closed individually. - **Response targets you measure:** Targets by priority and client, measured against what actually happened. A target nobody reports on is a sentence in a contract; a target that appears in the review is a commitment. - **Knowledge captured at resolution:** The moment of resolution is the only moment anybody knows both the symptom and the fix. Articles are drafted then, from the incident, for a human to approve. - **Audit and accountability:** Every state change, assignment, note and time entry recorded with who and when. An immutable audit log, included as standard rather than sold as a compliance tier. ## Real-world use cases ### Metrics nobody believed **Scenario:** Everything was a "ticket", from a forgotten password to a failed migration. Average resolution time was quoted in every review and taken seriously by nobody, because it averaged two unrelated kinds of work. **Outcome:** Incidents and service requests are now separated at logging, with a category taxonomy the firm defined itself. The numbers in the review changed considerably, and started being discussed rather than skipped. ### A recurring fault treated as twelve separate ones **Scenario:** A client’s branch office dropped connectivity roughly twice a month. Each occurrence was logged, worked and closed by whoever was on the queue, and the pattern was only spotted when the client mentioned it. **Outcome:** Related incidents are grouped behind a problem record with its own history. The pattern is visible on the client record, and the underlying circuit fault was raised with the carrier on evidence. ### A service level nobody could evidence **Scenario:** The contract promised a four-hour response on priority one. There was no reliable record of when an incident was raised as opposed to when somebody started typing, so the promise was unverifiable in both directions. **Outcome:** Response is timestamped at logging and first response, measured per priority and client, and reported in the service review. Two clients were moved to a more appropriate tier on the evidence. ## Figures - **Your taxonomy** Categories defined per tenant, not imposed - **Measured** Response and resolution timestamped from the record - **Immutable** Full audit log as standard ## Frequently asked questions **Do we have to adopt ITIL to use this?** No. The structure supports ITIL-style working if you want it - incidents, requests, problems, a service catalogue and knowledge management are all there - but nothing forces a process you have not chosen. Most providers adopt the parts that pay for themselves and ignore the rest. **Can we define our own categories?** Yes, and you should. The category taxonomy is per tenant and hierarchical, so it can match the language your engineers already use. We seed a sensible default during configuration and expect you to change it. **How are response targets handled?** Targets are set by priority and can vary by client. Response and resolution are timestamped from the record rather than entered by hand, and performance against target appears on the dashboard and in the client service review. **Is this suitable for an internal IT department?** It can be, but it is built for providers serving multiple client organisations - the multi-tenant client model is the centre of the design. An internal team would find a good deal of the platform aimed at somebody else. **What about change management?** Changes are handled through projects and approvals rather than as a separate change-advisory module. For the size of provider we build for, that is the right level of ceremony. If you need formal CAB workflow, tell us during discovery and we will say plainly if we are not the right fit. ## Related solutions - **Service Desk Software** - A real queue instead of a shared mailbox - incidents logged against the client, site and service they affect, with priority, ownership and time. https://cubemsp.co.uk/software/service-desk-software/buckinghamshire/newport-pagnell - **MSP Ticketing System** - Multi-client ticketing built for a provider - client, site and service on every ticket, and a clean line between one customer’s data and another’s. https://cubemsp.co.uk/software/msp-ticketing-system/buckinghamshire/newport-pagnell - **MSP Software** - One system for clients, services, renewals, incidents, projects and reviews - built in the UK by a managed service provider. https://cubemsp.co.uk/software/msp-software/buckinghamshire/newport-pagnell - **Knowledge Base Software** - A knowledgebase that builds itself from resolved incidents, with semantic search over your own history and a human approving every article. https://cubemsp.co.uk/software/knowledge-base-software/buckinghamshire/newport-pagnell ## Elsewhere in Buckinghamshire See https://cubemsp.co.uk/software/it-service-management-software/buckinghamshire for IT service management software across Buckinghamshire. ## Contact - **Product:** CubeMSP - **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972) - **Email:** hello@cubemsp.co.uk - **Sales:** sales@cubemsp.co.uk - **Support:** support@cubemsp.co.uk - **Telephone:** 01234 672 617 (+441234672617) - **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP - **Opening hours:** Monday to Friday, 9am to 5.30pm - **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)