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Public Sector ITSM and ESM Solutions

Specialist advice to help public sector organisations get the most from their service management investment.

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Public Sector

Critical public services rely on efficient, uninterrupted support operations. From housing and environmental services to planning, health and highways – our public sector service management solutions create an operational backbone that helps keep bin collections running on schedule, housing repairs progressing on time and IT incidents resolved before they impact service delivery.

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    Faster response and resolution – through streamlined workflows and automated request routing

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    Reduced manual workload – with automations increasing productivity across support teams

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    Connected service operations – one platform for everything, enabling collaborative working across departments

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    Predictable costs – simplify budgeting with a single licensing model and no additional per-module licensing costs

  • £45bn+
    unrealised savings/productivity unlocked yearly through digitisation
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    saved by automating manual, repetitive tasks
  • 0 in 10
    public sector workers say automation would simplify their job
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    From fragmented systems to connected services

    Most public sector organisations are running multiple systems across different services and departments. Some legacy, others modern but rarely connected. So, when a request comes in – it might be a housing repair, an HR query, a facilities issue or a resident chasing an update – it will often need to be logged and updated separately across several fragmented departmental systems.

    Disconnected systems reinforce a siloed approach to working, duplicating administration, increasing the risk of inconsistencies and inaccuracies, slowing resolution, reducing transparency and hindering cross-team collaboration. Inevitably, this can increase costs and cause avoidable disruptions to services.

    Revo’s public sector ITSM and ESM solutions are available through G-Cloud and provide a centralised solution that integrates with your other tools and systems. This creates a connected digital hub for support operations, allowing teams to work together to resolve requests faster and more efficiently.

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      Residents and other service users get faster answers

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      Teams spend less time re-keying data and chasing colleagues for updates

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      Leadership gains complete real visibility and an auditable workflow

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    One licence for every function

    With public sector spending under ever-increasing scrutiny, every system has a cost, every software renewal has a budget implication and every additional module from a vendor requires a business case. Our service management solutions reduce this complexity.

    Our systems are built so that a single licence fee covers every department and workflow, with all platform enhancements included as they are released. There are no per-module fees and no cost barriers to extending service management into a new department. And with Revo’s Service Management Plans, you can add an experienced support layer without the cost of building and maintaining that capability in-house.

    Explore service management solutions
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      Single licence – covers IT, HR, housing, facilities and every other department

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      All enhancements included – no additional cost as the platform evolves

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      Revo managed service – experienced support without the in-house overhead

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    Improve services without disrupting them

    Every public sector organisation is different. Different systems, different service priorities and serving communities with different levels of digital maturity. We design your service management platform around all of these factors.

    We recognise that too much change at once can unsettle residents and service users. By integrating your service management platform directly behind your existing websites and portals, the digital interface residents use stays familiar – but behind the scenes, every request is automatically routed, centrally tracked and managed to resolution.

    Explore our service management approach

Modernising public sector support services

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Upgrade your IT service desk

ITSM-powered workflows ensure every incident, request and change is handled consistently and to SLA – so IT issues are resolved faster and backlogs stay under control.

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    Structured request handling, with automated routing and prioritisation
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    Complete incident and request history for reporting and SLA tracking
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    Self-service portal for staff, reducing repeat tickets and freeing IT capacity
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Scale service management across every department

Revo’s ESM workflows extend the structure, automation and visibility of your IT service desk across your support functions – HR, legal, communications, finance, facilities and more.

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    Every department on one platform, enabling consistent workflows and reporting
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    No per-module or per-department licensing, simplifying contracts and reducing costs
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    Standardised processes deliver consistent service quality across the organisation
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Streamline housing and repairs management

From resident submission to contractor assignment to resolution – our service management solutions structure and automate the entire workflow, providing visibility at every stage.

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    Full audit trail for compliance and resident queries
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    Contractor assignment, scheduling and update workflows managed in one place
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    SLA tracking and escalation for overdue repairs
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Shared services across councils

We can deploy a single service management platform to support multiple councils simultaneously – offering significant cost reductions versus each council running and maintaining independent platforms.

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    One council can act as the host organisation, managing services on behalf of neighbouring authorities
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    Enables IT, fleet, housing and more to be delivered as a shared service across council boundaries
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    Full data separation ensures each council sees only their own data
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Automate the employee lifecycle

From the moment a hire is confirmed until access is revoked and the end of employment – we automate the entire employee lifecycle, consistently, correctly and with a full audit trail.

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    Every employee transition becomes a predictable, automated event
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    The right actions are instantly triggered when a hire is confirmed, a role changes or a leave date is logged
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    Designed to support multi-location and multi-department organisations

Streamlining public sector support operations

With a Revo-built ITSM or ESM platform, you can deliver more efficient, connected, and responsive support operations across councils, services and departments.

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FAQS

Still have a question? Please feel free to get in touch with us.

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ITSM platforms help support teams at councils, government offices and other public sector institutions work more efficiently to deliver continuous, critical public services. This is achieved by:

  • Streamlining request handling
  • Automating manual processes
  • Improving response times
  • Integrating platforms to enable cross-department collaboration
  • Providing more visibility around request progress and issue tracking
  • Consolidating technology costs to drive efficiency

Find out more about our ITSM approach.

Enterprise Service Management (ESM) seamlessly scales the benefits of IT Service Management (ITSM) across more public sector support functions and departments – from HR and payroll to finance and facilities.

Find out more about our ESM solutions.

With centralised service management operations, public sector organisations improve efficiency, reduce manual administration and deliver more responsive services. This unlocks significant benefits for:

  • Local authorities
  • Housing associations
  • NHS and healthcare organisations
  • Schools and higher education institutions.

Yes. Our ITSM solutions can integrate directly with existing council websites and resident portals. This allows councils to maintain a single, council-managed digital experience while service requests, workflows, and support operations are managed behind the scenes.

Yes. Revo’s service management solutions are available through the G-Cloud framework on the Crown Commercial Service Digital Marketplace. This removes the need for a full tender process, allowing councils, NHS organisations, central government and other public bodies to purchase directly through an approved framework.

Yes. We can apply our expertise in Service Integration and Management (SIAM) frameworks to bring structure and accountability to multi-supplier environments across public sector organisations.

Councils can use automated workflows and centralised service management to manage supplier requests, onboarding processes, approvals, contract-related tasks and service issues through a single platform. This improves visibility across supplier interactions while reducing manual administration and disconnected communication between departments and external providers.

Find out more about our Supplier Management Solutions.

We work with leading platforms such as Xurrent and Halo ITSM for service management, and Workato for intelligent integration and automation.

Find out more about our solutions partners.

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