Intelligent Service Desk

An Ultima Managed Service

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Why choose a managed service for your business?

Having delivered service desks since 1998, we know how to deliver a robust, predictable and highly performant operation. Powered by ServiceNow and Blue Prism, we provide access to both Shared and Dedicated options, backed by a modern, intuitive interface. Staffed by certified technical specialists, Cortex's principle aim
is to provide a consistent, high quality service desk experience, acting as an extension of your IT team.


The average person

Will have more conversations with bots
than their spouse, equating to 85% of
customer service interactions - Gartner


of IT leaders agree

That improving employee experience
is the number one motivator for IT
support organisations - ThinkHDI


of digital transformation

Initiatives will be supported by Machine
Learning and Artificial Intelligence
by the end of 2019 - IDC


A Word From The Team

"Cortex blends traditional agent-based support with analytics, machine learning, robotic process automation and orchestration, giving users ownership over their experience. This seamless integration shifts IT from a reactive function, to a user-centric approach, built around  converged support."

Dave Hampton - Service Desk Manager - Ultima

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Key Benefits

asuip A Single Unified ITIL Platform
Integrated into ServiceNow, we embrace the
standards of ITIL best practice within all of
our Service Management practices
1-8454064 Optimised Intelligence
Accelerating value through a combination of
process automation, orchestration, self service and machine learning, all built-in
2-14 Your Desk, Your Way
Access to two options; Shared and
Dedicated, providing you with the flexibility
over how you want your desk to operate


CP Plan, Do, Check, Act
Backed by a CSIP programme, designed to improve efficiency and effectiveness, through incremental service development


4-1 Comprehensive Coverage
We cover all resourcing risks, providing
optional backfill cover for absence, including holiday, sickness and maternity


5 TUPE Experience
Experienced in the Transfer of Undertakings, agreements, with
transparent, concise and fair agreements


Frequently Asked Questions

Yes. Should you no longer require a particular tier of service, you should let us know in writing, so we can amend your contract accordingly and confirm any cost changes. You can upgrade at any point, however a 90 day notice period is required to downgrade between tiers.

Our recommended contract term is three years, from the point of service go-live. This enables our service desk team to build strong relationships with your workforce, and introduce tools and techniques that have a positive impact over the way in which we deliver end-user support.

The frequency is agreed at contract stage. Depending on your requirement, you will be billed monthly, quarterly or annually in advance, for the support consumed over the period, with service adjustments made in arrears.

We provide predictable pricing and monthly adjustments to cater for organic changes. Where any aspect of the contracted service increases or decreases by more than 20% of the initial contract value, a commercial review will be triggered, which may result in a change in costs.

In many cases, you can resolve the issue or query using our self-service portal, virtual assistant or knowledge base. Should you need to speak to one of our team, then you can log the request as normal, and it will be added to our queue for actioning during your next service window.

No. Given the way the service is delivered, you are unable to mix and match service tiers.



Why choose Ultima for your managed service provider

“ Our approach to delivery has always been to understand your culture and business requirement, in order to identify synergies between our organisations, allowing our teams to help take control of the day-to-day management of the outsourced operation, in accordance with established SLAs. ”


Year-round support 24x7

While some MSPs only operate during core business hours,
our Technical Service Centre is a true 24x7 facility, with teams
working in shifts to provide support throughout the day, and
across weekends and public holidays.


Predictable Commercial Model

This provides you with the ability to accurately budget and
forecast your OpEx, with regular service reviews to ensure
that you are only paying for the services that you


ITIL Framework

By integrating ITIL into our managed service offerings, our certified teams are able to apply a set of mature processes across service strategy, design, transition, operations, and continual service improvement.




A Best Fit Approach

Rather than take a staff augmentation approach or rely on
labour arbitrage to reduce costs, we provide a skilled set of
shared resources in-region, working against a fixed scope and
agreement term.


Scaling Through Automation

Using a combination of ServiceNow and Thoughtonomy, we
use virtual agents, machine learning, orchestration and robotic
process automation to expedite resolution and improve the end
user experience.


Strength In Depth

Our agile services are backed by over 180 technical staff across
our TSC and consulting practices; namely Modern Workspace,
Modern Data Centre, Network and Security and Intelligent


next steps

To download our brochure, simply fill out the form, contact your Account Manager to learn more or email our team at and we will be able to advise you on which is the best service for your needs and help get you set up.