With increasing business process dependency on IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed to perfection. What's more, you need a detailed understanding of the business impact of an outage as well as the ability to control the process to execute upgrades and changes flawlessly and maintain service availability and service performance to the agreed levels.
Comms–care Service Desk is a comprehensive, scalable IT Service Desk designed to provide a 24/7 support service to channel partners and their Customers. Using the Comms–care Service Desk ensures your Customer's can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Service Desk provides effective controls for your Customer's critical service support and service delivery processes.
Challenges of service and support management
Managing service commitments and keeping your Customer's networks mobile is the core goal of Comms care service support activities. Today, keeping people connected with the network infrastructure is more complex than it has ever been. Technology is constantly advancing, the infrastructure is rapidly converging and the demand from your Customer changes as their business evolves. To meet this challenge your Customer's are being asked to do more within a shorter timescale which in turn increases expectations from the Customer on managing service commitments, motivating and effectively managing support personnel, addressing governance issues and doing so with the constraints of declining budgets.
Optimising service and support
Comms–care Service Desk address the challenges of managing today's complex service and support requirements. Providing a comprehensive and scalable service management solution Comms–care Service Desk is available to your Customer's 24/7 all year round.
The technology behind Comms–care Service Desk is designed to reap maximum benefits to your Customer's through a service and support solution that can grow in parallel with your Customer's network requirements.
Servicing the UK and Ireland, Comms–care works alongside more than 400 channel partners which in turn support over 7000 end users resulting in the Comms–care Service Desk handling over 1 million incidents and requests each year.
Distinctive features and functionalities
Comms–care Service Desk is designed to meet all your Customer's service and support requirements. Whether they need network integration with supporting IT management or highly capable knowledge resource, Comms–care Service Desk can meet the demands of today's businesses. Our service has been tailored over a number of years to accommodate the features and functionality required to support a multi–vendor, non–proprietary technology environment.
Incident management
Incidents are faults, errors and issues that your Customer's are experiencing with their network. All incidents are logged immediately through the Comms–care Service Desk.
Key features of Incident management:
- Log calls for Customer's
- Incidents are automatically routed to teams or individuals based on client and type.
- Full service level times and milestones recorded
- Time spent at each action and function recorded
- Link incidents to problems, change requests or known errors
- View asset information eg. Software installed, hardware specifications
- Check against open calls, user or asset to prevent duplicate calls being logged
Knowledge management
Within any organisation the distribution of knowledge to staff is essential, allowing staff to have the knowledge resource to perform general day to day roles efficiently and effectively.
Comms–care's Service Desk allows knowledge to be recorded, monitored and distributed to the required teams effectively. Partitioned knowledge bases allow managers to decide who has the relevant knowledge to support field engineers with any additional technical information that is essential to address a particular site visit.
Raising an incident
Engineers are able to raise new incidents via the Comms–care Service Desk. Screenshots or files that can aid the Service Desk in rectifying the incident more efficiently can also be added. After the call has been logged with the Service Desk the engineer has the ability to add additional notes to the call, allowing further actions to take place.
Engineers also have the ability to remotely update calls and even resolve them; this activity through a secure portal will automatically update the Comms–care Service Desk records ensuring high levels of productivity.
Service level management
The Comms–care Service Desk features dynamic Service Level Agreement (SLA) management capabilities. All incidents, requests and engineer calls are recorded into an inventory. This allows Service Desk to quickly look up any recent or older call history.
SLA;s are closely maintained within working hours to ensure sufficient time to site. Comms–care Service Desk has the ability to maintain a working period against every priority within each service item.
Key features include:
- Unlimited SLA's
- User defined priorities
- Breached/near breach analysis with warnings via e-mail,mobile alerts.
Why Choose Comms-care?
Comms–care is fast becoming recognised as one of the leading network and IT maintenance providers across the UK and Ireland. The continual rapid growth that Comms–care is experiencing is predominately due to being the only support organisation within the channel that is focused on purely working with channel partners.
Due to considerable investment in an infrastructure that includes a highly qualified technical team, competitive pricing model and an unrivalled level of service, Comms–care can confidently provide prompt installation, integration and maintenance on a wide range of data systems throughout the UK and Ireland. Comms–care's technology portfolio includes WAN, LAN, Security and IP Telephony incorporating all the leading network vendors including Cisco, Nortel, Ericsson, IBM, HP and Extreme Networks.
To date Comms–care is supporting over 400 channel partners which in turn provide assistance to over 7000 end users.
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