Service Management

Common issues:

• Unplanned outages due to incorrect information or communication

• Extended outages due incorrect information or communication

• The customer being given poor information

• Support cases handled incorrectly due to poor information or processes

• Customers becoming frustrated by being repeatedly asked the same questions

• Asking the customer questions about the service that you as the Service Manager should know

• Incorrectly communicating to your customers regarding their services and their lifecycle

• Not having the necessary metrics to implement constant service improvement

Common effects:

• Unplanned, repeated and extended outages

• Inability to meet SLAs, RTOs, MAOs and RPOs

• Delayed or incorrect responses to recurring issues and problems

• Slow delivery times

• Incorrect communication

• Poor customer experience and opportunity for competition

How we can help:

• Assist with automating service reporting and analysis so that the customer receives:

  • Up to date and accurate information about their services

  • Proactive engagement about issues before they become potential outages

  • Improved response and communication regarding issues

  • Consistent and up to date information

  • Improved case handling and communication

  • Improved SLAs, RTOs, MAOs and RPOs

  • Improved experience

  • Improved delivery times