The Service Centre comprises the Service Desk and Incident Management, Problem Management and Change Management including management of third parties where appropriate.
We provide clients and their users with quick access to our Service Centre via email, phone, fax or web portal through which users can access a range of self service/self heal facilities such as incident logging and software distribution. We can offer either an on shore and off shore service delivery model dependent upon your specific requirements.
Service Desk
Offers you a single point of contact for all your service related issues such as incidents, requests for change and general queries. It oversees and enhances the restoration of service. Aligned to the ITIL framework, the Service Desk is able to resolve many issues immediately, and has access to technical specialists if required.
Incident Management
Tracks your incident calls and provides you with regular updates. It also provides a coordinated central control and management of all your outstanding calls. The tracking of open calls also enables trend analysis to be carried out and areas of common problems to be identified and acted upon.
Problem Management
Identifies and classifies your IT problems - to investigate the underlying causes and initiate corrective changes. The Problem Management service proactively looks for possible problems and takes action to reduce incidents.
Change Management
Looks after all your changing IT requirements such as new functionality, a new solution, or a where a parameter - such as user numbers -falls outside agreed tolerance levels. Our change management procedures include agreed authorisation routes and activities to cover regression planning, risk assessment, communication and business justifications and implementation reviews. We work with you to agree a ‘fast track’ process for urgent changes.
Contact us now for more information on our Service Centre.