Managed services
We have an international technical service desk facility based in Berlin. Our expert team of service technicians and high-tech MSCs can take care of everything – from performance monitoring and routine operational management, to hosted, co-located applications and fully outsourced operations.We support all major network and computing systems and applications, and incorporate a number of features:
- Service Desk – single point of contact for reporting and resolving all service issues, staffed by an expert team of agents
- Incident Management – real time, pro-active analysis and intelligent fault isolation to find and fix the root cause of any problem
- Remote Monitoring – pro-active monitoring of multi-vendor devices, networks, operating systems and applications, from server to desktop
- Operational Management – complete and comprehensive configuration, capacity, change and security management
Depending on the needs of our channel partners, our service offerings are modular and scale to your specific requirements, whether that is for a simple Service Desk facility, or for Remote Monitoring or more comprehensive Operational Management.
In each case our solutions are service level-driven, with quantitative methods of defining meaningful standards and measuring and reporting on service performance, and are supported by service management processes designed to ensure the continuing value and relevance of the solution to each partner’s evolving needs throughout the life of their contract.
We will also manage the knowledge transfer, where appropriate, into our partners’ organisations to enable you to develop an in-house capability.
All service issues are channelled and progressed through our service desk and you can keep track of everything we manage on your behalf, via our customer service portal. This provides simple and secure online access to a wide range of service information, including SLA performance reports, infrastructure availability and performance, billing, orders, faults and service desk statistics.
Service delivery manager
Every managed service contract will have an SDM as their main point of contact. The SDM has day-to-day management of the Service Level Agreement (SLA) ensuring that all targets are met, and is the focal point for operations and support services. They will also hold regular reviews with our partner, co-coordinating and delivering service and performance reports on our behalf and for any third parties.Some of our services:
Network / systems management
Management of a customers' ICT infrastructure
Managed voice
Management of PBX / IPT infrastructure and applications
Managed security services
Management of customers' firewalls