Management of the service looks after the day-to-day management of the services we provide.
A dedicated Service Manager
We provide you with a dedicated Service Manager – your single point of contact to coordinate any escalations, major incidents and change assessments. The Service Manager acts as your communication channel on a general day to day basis.
The Service Manager works closely with all the different delivery units to ensure that they deliver a high quality service to the agreed Key Performance Indicators (KPIs) and in line with the policies, standards and processes defined by you. The Service Manager ensures that the services committed to you are consistently delivered across the contract. They also manage the delivery units with respect to the overall end-to-end service including any third parties involved.
The Service Manager:
- Owns the Service Level Agreement (SLA)
- Manages the customer satisfaction review process
- Ensures delivery units deliver a high quality and consistent services
- Delivers monthly management information:
- insights into historic performance against KPIs
- forward looking information on capacity and availability
Continually improve your IT services
The quality of the service we deliver is not only measurable today, but also in what we will deliver tomorrow. Therefore, the continuous improvement of the services that we offer lies at the heart of our delivery approach, ensuring we:
- Implement the most appropriate IT solutions for your business
- Reduce effort and cost of service delivery
- Identify and analyse developments within the IT sector that have the potential to benefit you
- Build upon your existing IT investments
- Get value for money from existing solutions and assets
Contact us now for more information on IT service management.