CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY.

Size: px
Start display at page:

Download "CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY."

Transcription

1 CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY. Standard Support Professional Support Premium Support COMPAREX MultiVendor Helpdesk

2 02 Your Proactive Support Partner // COMPAREX MultiVendor Helpdesk THE SATISFACTION OF YOUR CUSTOMERS THE MEASURE OF OUR QUALITY AND EFFICIENCY Information technology has long ceased to be an end in itself. On the contrary, it is the cornerstone of a modern, properly functioning company. The secure and trouble-free flow of your internal business processes provides the foundation for successful collaboration with your customers and is, therefore, our ultimate objective. With the COMPAREX MultiVendor Helpdesk, you have a powerful and highly qualified partner that offers you proactive, dynamic, cross-vendor all-round protection for your IT operations. Regular training and ongoing certification ensure that our employees remain highly technically skilled. This performance can be expressed in figures: 80 per cent of all calls are dealt with immediately by the MultiVendor Helpdesk. In addition, the quality and efficiency of our operating processes are checked and certified in accordance with ISO 9001 and ITIL. Not only do you benefit from the process and results-oriented support we provide, you can also impress your customers by delivering maximum security, availability and performance. ACT RATHER THAN REACT OUR PORTFOLIO The COMPAREX MultiVendor Helpdesk does not only provide you with 1st, 2nd and 3rd level 24/7 support; our Technical Account Managers (TAM) are available around the clock as your central point of contact and are there to actively support you. Hotfix Support Business Continuity Management Proactive Services of the COMPAREX MultiVendor Helpdesk Process Analysis and Design The objective of our support service is not merely to react to your problems and questions, but to prevent possible breakdowns and keep your IT processes running smoothly. We have developed various support models that are closely tailored to your specific needs. Monitoring Technical Account Manager Reactive 1st, 2nd & 3rd Level Support Health Checks Security Audits Distinguished! Besides being a Microsoft Gold Certified Partner and a VMware Authorised Consultant, we are the certified partners of many other reputable vendors. This exclusive know-how and the extensive project knowledge of our support specialists ensure that the IT support you receive is of the highest quality.

3 COMPAREX MULTIVENDOR HELPDESK Your Benefits Professional protection for your business operations Proactive protection against downtimes One contract for all vendors No shortages in resources Less time required for your IT administration Fewer service and IT costs One central point of contact for escalation problems COMPAREX MultiVendor Helpdesk

4 04 Support Package// COMPAREX MultiVendor Helpdesk TAKE ADVANTAGE OF OUR SUPPORT PACKAGES Standard Support Our recommendations: for customers who require competent support in solving everyday IT-related problems. Available from 8 a.m. 6 p.m. Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors Professional Support Our recommendations: for customers who require the fastest possible support in the event of an error or help with solving staff shortages. 24x7 availability Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors Remote access Monthly call statistics and monthly newsletter Premium Support Our recommendations: for customers who require active and proactive support from clearly defined COMPAREX contact partners (Technical Account Manager, support engineers) as well as support from partners and vendors. 24x7 availability Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors One dedicated point of contact (TAM) who is your primary contact person Escalation management Direct access to vendor support (3rd level Microsoft, Citrix, Novell/Suse support) Remote access Monthly call statistics and monthly newsletter

5 05 Additional Services // COMPAREX MultiVendor Helpdesk COMPAREX Monitoring Support Your IT systems need to be stable, powerful and flexible, yet remain cost-effective. That s why ensuring your business operations run smoothly and preventing outages is becoming ever more important. COMPAREX IT System Monitoring is a proactive service that goes beyond the COMPAREX support provided for your IT infrastructure. Day or night, our specialists will identify problems at an early stage and take steps to rectify them. This makes a decisive contribution to business continuity management and process optimisation, and prevents damage to your company. How you benefit: Your business operations run smoothly Your IT systems are protected against breakdowns Network errors, bottlenecks and performance problems are detected at an early stage as are threshold value transgressions Accurate diagnostic information on the current state of your IT systems is available at all times A decisive contribution is made to business continuity management and process optimisation Continuous and preventive monitoring of important performance parameters from your IT environment is provided Monitoring 4Support Proactive Service Service Level 2Professional Support 3Premium Support Technical Account Manager Access to vendor support 1Standard Support Available from 8 am 6 pm 24/7 Availability 24/7 Availability Service Support

6 06 Our Vendors // COMPAREX MultiVendor Helpdesk SATISFIED CUSTOMERS ARE THE BEST REFERENCES Customers Selected Escalation Feedback Surveys For us, customer satisfaction is more than just a formulated objective; it is our passion. The results of regular surveys completed by our customers show clearly that the fast response time, the high technical level and the results-oriented support of our specialists are exactly what contribute to the high quality of the MultiVendor Helpdesk. Nicole Weber, Head of the COMPAREX MultiVendor Helpdesk We also regularly receive this confirmation via our feedback tool: The way in which my problems and questions relating to Utimaco s SafeGuard Easy are handled is just what I need for my workflow. The technical discussions held in order to come up with a solution are also very productive. Absolutely great! Manfred Lehmann, Sparkasse Zwickau Thanks again for the excellent, extremely competent and very quick help! Wolfgang Albert, TDS HR Services and Solutions GmbH I think the support provided is really very good. I ve already spread this information around in my company, as it s not often that you find this level of quality. Klaus Flaschenträger, German Central Bank, Head office in Frankfurt Even in the planning stage, we were thoroughly impressed with the know-how demonstrated by the experts at COMPAREX. IT Coordination, Volkswagen Sachsen GmbH, Zwickau Support for the Following Vendors (Extract)

7 07 Our Customers // COMPAREX MultiVendor Helpdesk SUCCESS BREEDS CONFIDENCE A Selection of our Reference Customers GfK SE We support a number of different server systems in a very heterogeneous system environment at our data centre in Nuremberg. In order to ensure the stable operation of these systems, it is essential that we receive direct hardware support from the respective vendors while maintaining quick and direct contact to each software provider. The MultiVendor support from COMPAREX was very convenient for our needs. This addition to our own very well-trained IT staff is the ideal solution for our software support requirements. Helmrich Streitmatter, IT-Manager, GfK Data Services Solution: Premium Helpdesk support 24 x 7 support Vendor-independent premium calls Flexible quota of TAM hours Seyfert GmbH Engineers at Seyfert are passionate about packaging. As our employees and customers need to be constantly kept up to date, communication via Microsoft Exchange plays a key role here. When the attempt at recovering our environment suddenly failed and our exchange database was damaged, we received expert support from the COMPAREX MultiVendor Helpdesk. With call priority A, the log containing errors were analysed and the system was successfully restored. Thanks to COMPAREX, our employees were able to continue communicating via Microsoft Exchange without any adverse effects. We ll definitely rely on this security in the future. Stefan Goll, IT Centre, Seyfert GmbH Solution: Professional Helpdesk support 24 x 7 support

8 COMPAREX MultiVendor Helpdesk // International Presence Call acceptance and customer support provided by international subsidiaries in a local language. If required: Problem solving and provision of 1st, 2nd and 3rd level support by means of central coverage through the multilingual MultiVendor Helpdesk in Germany. Contact 1st Level Support: nd & 3rd Level Support: COMPAREX AG Blochstraße Leipzig COMPAREX MultiVendor Helpdesk

flex support Service Overview

flex support Service Overview NTS Technology Partners introduce NTS FLEX a unique portfolio of Managed Services, Cloud and Support solutions for any business size. flex support Service Overview Version 1.1 For Further Information see

More information

The IT ServiceDesk from Netzlink. ITIL-compliant and certified to DIN EN ISO 9001:2008

The IT ServiceDesk from Netzlink. ITIL-compliant and certified to DIN EN ISO 9001:2008 The IT ServiceDesk from Netzlink ITIL-compliant and certified to DIN EN ISO 9001:2008 P RODUCT I NFORMATION HELPLINK Basic module Highest reliability and competence the DIN EN ISO 9001:2008-certified ServiceDesk

More information

PC-WARE realises a consistent backup system for 70 international locations with CA ARCserve

PC-WARE realises a consistent backup system for 70 international locations with CA ARCserve CUSTOMER SUCCESS STORY PC-WARE realises a consistent backup system for 70 international locations with CA ARCserve CUSTOMER PROFILE Company: PC-Ware Information Technologies AG Industry: ICT services Employees:

More information

THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition.

THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition. THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition. We ve got your Due Diligence covered! Finding the right IT Support Company can prove to be a difficult task, especially if you are unsure of the

More information

Managed Services. From Brennan IT

Managed Services. From Brennan IT Managed Services From Brennan IT Managed Services From Brennan IT Let us simplify the management of your IT and help deliver technology solutions that work exactly the way you want. 01 Key Benefits 02

More information

COMPAREX. We support your success! www.comparex-group.com

COMPAREX. We support your success! www.comparex-group.com We support your success! September 2012 Agenda The Company Portfolio Our Unique Selling Points References Finances International Presence Our Strong Investor 3 Vision and Values Our Profile is a manufacturer-independent

More information

Remote Infrastructure Support Services & Managed IT Services

Remote Infrastructure Support Services & Managed IT Services Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The

More information

I.T. Assurance. Letting you do what you do best... run your business. www.sironasolutions.com 0161 850 1000

I.T. Assurance. Letting you do what you do best... run your business. www.sironasolutions.com 0161 850 1000 Letting you do what you do best... run your business www.sironasolutions.com 06 850 000 For years, IT companies and their clients have been working against each other. Something breaks, the IT company

More information

Service Support. Benning provides highest safety combined with high economic efficiency, reliability and highest comfort 365 days a year

Service Support. Benning provides highest safety combined with high economic efficiency, reliability and highest comfort 365 days a year World Class Power Solutions Service Support Benning provides highest safety combined with high economic efficiency, reliability and highest comfort 365 days a year 2 BENNING World Class Power Solutions

More information

AdvancedHosting SM Solutions from SunGard Availability Services

AdvancedHosting SM Solutions from SunGard Availability Services AdvancedHosting SM Solutions from SunGard Availability Services A SINGLE POINT OF CONTACT A COMPLETE MANAGED SERVICES SOLUTION Higher levels of availability Continuous investment in people, technology

More information

INCIDENT MANAGEMENT SCHEDULE

INCIDENT MANAGEMENT SCHEDULE INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault

More information

The Power Of Managed Services. Features

The Power Of Managed Services. Features b u s i n e s s C a r e m a n a g e d S e r v i c e s Lower costs, increased profitability, new market expansions and happier customers. These are just a few of the most important priorities for business

More information

Business Continuity Policy

Business Continuity Policy Business Continuity Policy Software, consultancy and services for global trade and supply chain management Business Continuity Policy Companies using AEB solutions for managing and monitoring their logistics

More information

DOCUMATION S CREDIT CARD STATEMENT PROCESSING

DOCUMATION S CREDIT CARD STATEMENT PROCESSING Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

More information

DOCUMATION S SELF-SERVICE PORTAL

DOCUMATION S SELF-SERVICE PORTAL Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

School Admin Network Support. Specialist telephone, remote and scheduled onsite support for the school admin network.

School Admin Network Support. Specialist telephone, remote and scheduled onsite support for the school admin network. School Admin Network Support. Specialist telephone, remote and scheduled onsite support for the school admin network. Introducing school admin network support. In addition to our scheduled onsite technical

More information

government sectors. p. 1300 563 689 w. www.relianceit.com.au e. admin@relianceit.com.au

government sectors. p. 1300 563 689 w. www.relianceit.com.au e. admin@relianceit.com.au Reliance Technology is an information and communication technology firm with a focus on providing reliable IT solutions. We provide support for small to mediumsizedenterprisesacross the business, education

More information

Help Desk Best Practices

Help Desk Best Practices Help Desk Best Practices As an IT service provider, you know the key to maintaining customer satisfaction is keeping IT functions running smoothly for your clients. While it isn t possible to have 100%

More information

DOCUMATION S CUSTOMER SERVICES SOLUTION

DOCUMATION S CUSTOMER SERVICES SOLUTION Documation s Customer Services Solution Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations

More information

LHRIC Network Support - Additional Service Features

LHRIC Network Support - Additional Service Features LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number

More information

SAP Managed Services SAP MANAGED SERVICES. Maximizing Performance and Value, Minimizing Risk and Cost

SAP Managed Services SAP MANAGED SERVICES. Maximizing Performance and Value, Minimizing Risk and Cost SAP Managed Services SAP MANAGED SERVICES Maximizing Performance and Value, Minimizing Risk and Cost WE RE FOCUSED ON YOUR GOALS Increase productivity with fewer resources. Optimize IT systems while cutting

More information

About Us. 2 Managed Services E: sales@ironcovesolutions.com T: +310.823.2047 W: www.ironcovesolutions.com. Our Mission. What We Do

About Us. 2 Managed Services E: sales@ironcovesolutions.com T: +310.823.2047 W: www.ironcovesolutions.com. Our Mission. What We Do MANAGED SERVICES About Us Iron Cove Solutions is a cloud-computing deployment provider offering industry-leading cloud services to SMB sized businesses. We are cloud consultants assisting in the assessment,

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

Managed Services. 24x7 UK Based Service Operations Centre

Managed Services. 24x7 UK Based Service Operations Centre Managed Services 24x7 UK Based Service Operations Centre Managed Services Intrinsic runs a 24x7 UK Based Service Operations Centre (SOC) from it s head office in Haydock. The SOC is manned around the clock

More information

Expert IT help, advice and 24/7 support, whenever required.

Expert IT help, advice and 24/7 support, whenever required. IT Services IT Support & Maintenance Expert IT help, advice and 24/7 support, whenever required. What is it? IT Support and Maintenance delivers comprehensive, responsive and proactive support services

More information

Managed Data Center Operation and continuous transformation of data center environments

Managed Data Center Operation and continuous transformation of data center environments Managed Data Center Operation and continuous transformation of data center environments Managed Data Center In order to improve their IT and thus give their business an added boost, enterprises are constantly

More information

DOCUMATION S ACCOUNTS RECEIVABLE SOLUTION

DOCUMATION S ACCOUNTS RECEIVABLE SOLUTION Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

THE RIGHT CHOICE. A PARTNER THAT CARES AS MUCH AS YOU DO. Smart Services

THE RIGHT CHOICE. A PARTNER THAT CARES AS MUCH AS YOU DO. Smart Services Smart Services A PARTNER THAT CARES AS MUCH AS YOU DO. We bring over 100 years of leadership in imaging innovation and healthcare IT. Our worldwide services team works along side your professionals, keeping

More information

Monitoring, Managing, Remediating

Monitoring, Managing, Remediating MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard

More information

Providing a quality IT Support & Consultancy service in the South East

Providing a quality IT Support & Consultancy service in the South East Providing a quality IT Support & Consultancy service in the South East At M2 Computing, we provide flexible, affordable IT consultancy and systems support across the South East. With a proven track record

More information

Mobitex. System Support Description

Mobitex. System Support Description Mobitex System Support Description Contents 1 Introduction 3 2 The benefits of Mobitex Support Services 3 3 The Mobitex Support Services 4 3.1 System Support... 5 3.1.1 Helpdesk... 5 3.1.2 Emergency Support...

More information

1.1 In consultation with management, to identify against business objectives, issues of self-development and training.

1.1 In consultation with management, to identify against business objectives, issues of self-development and training. London Fire Brigade is run by the London Fire and Emergency Planning Authority Fire Our vision To be a world class fire and rescue service for London, Londoners and visitors. Job Description JOB TITLE

More information

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13 Customer Guide Helpdesk & Product Support [Customer Name] www.four.co.uk Page 1 of 13 Table of Contents HELP DESK AND PRODUCT SUPPORT SUMMARY... 3 1 FOUR HELP DESK STRUCTURE AND CALL ESCALATION... 6 2

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

SIMATIC Remote Services. Industry Services

SIMATIC Remote Services. Industry Services Industry Services SIMATIC Remote Services Proactive remote support for the SIMATIC automation system optimum support for the efficient operation of your plant siemens.com/siremote Proactive Virus Pattern

More information

ICT Strategy 2010-2013

ICT Strategy 2010-2013 ICT Strategy 2010-2013 If you would like to receive this publication in an alternative format (large print, tape format or other languages) please contact us on 01832 742000. East Northamptonshire Council

More information

Perform-Tools. Powering your performance

Perform-Tools. Powering your performance Perform-Tools Powering your performance Perform-Tools With Perform-Tools, optimizing Microsoft Dynamics products on a SQL Server platform never was this easy. They are a fully tested and supported set

More information

Managed Services INFRASTRUCTURE DESKTOP SUPPORT DATA SECURITY PROCESS MANAGEMENT CLOUD APPLICATION MANAGEMENT STRATEGIC ADVICE

Managed Services INFRASTRUCTURE DESKTOP SUPPORT DATA SECURITY PROCESS MANAGEMENT CLOUD APPLICATION MANAGEMENT STRATEGIC ADVICE Managed Services INFRASTRUCTURE DESKTOP SUPPORT DATA SECURITY PROCESS MANAGEMENT CLOUD APPLICATION MANAGEMENT STRATEGIC ADVICE At AVC, we believe ICT has the power to transform the way you do business.

More information

ThinPrint 10.6 Simply Better

ThinPrint 10.6 Simply Better ThinPrint 10.6 Simply Better Simply Better Printing For All IT Architectures Reduce the burden associated with user support Eliminate bandwidth, server and printer hardware costs as well as reduce paper

More information

Data Center Infrastructure Management

Data Center Infrastructure Management Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS Proactive Care Advanced Presented under Non-Disclosure A New Style of IT Driven by Four New

More information

MyOfficePlace Business Critical Services Handbook

MyOfficePlace Business Critical Services Handbook MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments

More information

Six Steps to Improved SharePoint Performance & Operations

Six Steps to Improved SharePoint Performance & Operations Accelerating SharePoint Performance The guys at Application Performance quickly understood our SharePoint problem. They demonstrated that the combination of WebTuna and Riverbed SteelApp Web Accelerator

More information

DOCUMATION S ACCOUNTS PAYABLE INVOICE MANAGEMENT SOLUTION (IMS)

DOCUMATION S ACCOUNTS PAYABLE INVOICE MANAGEMENT SOLUTION (IMS) Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

DOCUMATION S TRAVEL & EXPENSES

DOCUMATION S TRAVEL & EXPENSES Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

Sector-leading support and in-depth expert knowledge

Sector-leading support and in-depth expert knowledge servicedesk on demand Comprehensive, expertly-managed support services from Axonex that provide flexible and reliable solutions tailored to meet any of your IT infrastructure requirements or challenges.

More information

We protect IT. Act instead of react. Professional facility & services for your IT infrastructure. Member of the DATA CENTER GROUP

We protect IT. Act instead of react. Professional facility & services for your IT infrastructure. Member of the DATA CENTER GROUP We protect IT Act instead of react Professional facility & services for your IT infrastructure Member of the DATA CENTER GROUP High level of cost-effectiveness due to optimal service Professional maintenance

More information

Metrohm Care Contracts. Protect your investment the smart way

Metrohm Care Contracts. Protect your investment the smart way Metrohm Care Contracts Protect your investment the smart way Metrohm Care Contracts service, certainty and so much more 02 No matter whether you work for a private company or for a public institution,

More information

Managed IT Secure Infrastructure Flexible Offerings Peace of Mind

Managed IT Secure Infrastructure Flexible Offerings Peace of Mind Managed IT Secure Infrastructure Flexible Offerings Peace of Mind Your Place or Ours Why Trust Your Network to SymQuest? SymQuest is an industry leader with a national reputation for service excellence

More information

CPI Customer Success Story Sawyer Savings Bank

CPI Customer Success Story Sawyer Savings Bank CPI Customer Success Story Sawyer Savings Bank Technology Management for Optimal Performance, Security & Cost Savings Leveraging CPI s expertise in capturing true IT value, mitigating risks and reducing

More information

GO LIVE, ON TIME, ON BUDGET

GO LIVE, ON TIME, ON BUDGET GO LIVE, ON TIME, ON BUDGET HOW TO OPTIMISE SAP Implementations AND UPGRADES THE PROBLEM IT leaders are familiar with demands-juggling ; a skill that reflects the success of IT. Business software systems

More information

Optimize SAP Performance

Optimize SAP Performance SOLUTIONS FOR SAP Solutions for SAP Optimize SAP Performance Information Lifecycle Management I Data & Document Archiving I Application Decommissioning I Output Management www.macro4.com Safeguard Business

More information

A print infrastructure that guarantees efficiency, productivity and cost savings.

A print infrastructure that guarantees efficiency, productivity and cost savings. A print infrastructure that guarantees efficiency, productivity and cost savings. Managed Print Services you can A Canon Managed Print Service genuinely manages your print environment to deliver significant

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Cloud Services. Talk to us about LETN Cloud Services today 01189 070 070. At the core of LETN Cloud Services: Infrastructure as a Service / IaaS

Cloud Services. Talk to us about LETN Cloud Services today 01189 070 070. At the core of LETN Cloud Services: Infrastructure as a Service / IaaS Simplify and reduce IT Infrastructure costs Increase business application protection Talk to us about LETN Cloud Services today 01189 070 070 LETN Cloud Services are hosted infrastructure services that

More information

BizTalk Integration Services

BizTalk Integration Services BizTalk Integration Services What is integration? Your internal and external customers all expect integrations to make boundaries between systems disappear, in order to provide smooth and immediate access

More information

Hosting services. Managed hosting delivering your applications anywhere, 24x7 Ensuring the right experience, security and availability.

Hosting services. Managed hosting delivering your applications anywhere, 24x7 Ensuring the right experience, security and availability. Claranet services services Managed hosting delivering your applications anywhere, 24x7 Ensuring the right experience, security and availability For more information : claranet.co.uk - twitter.com/claranet

More information

Cisco Unified Computing Support and Warranty Services

Cisco Unified Computing Support and Warranty Services Cisco Unified Computing Cisco Unified Computing Services The Cisco Unified Computing System provides the foundation for a broad spectrum of virtualization initiatives that can reduce equipment and operating

More information

Customer Service and Support. Our people make the difference to our customers.

Customer Service and Support. Our people make the difference to our customers. Customer Service and Support. Our people make the difference to our customers. 1 Fuji Xerox Customer Service and Support at a glance. NZ wide service network Support of rural and remote areas Our people

More information

Oracle Advanced Customer Support Services

<Insert Picture Here> Oracle Advanced Customer Support Services Oracle Advanced Customer Support Services Janez Bostner About Oracle Advanced Customer Support Services Mission Critical Support Services Oracle Global Support Services Advanced Customer

More information

Remote IT Support. What is RITS?

Remote IT Support. What is RITS? Remote IT Support Many businesses, charities and other organisations rely heavily on their computer systems. We are committed to providing you with a fast response to problems as they occur, and working

More information

DOCUMATION S DOCUMENT MANAGEMENT

DOCUMATION S DOCUMENT MANAGEMENT Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

IT Technology Consulting

IT Technology Consulting IT Technology Consulting Modern IT Architectures and Technologies: Better Performance. More Flexibility. Lower Cost. Certified Future-Proof. Ready for Cloud! Driving value with IT Scale-out versus Scale-up

More information

Planning and Deploying a Disaster Recovery Solution

Planning and Deploying a Disaster Recovery Solution Planning and Deploying a Disaster Recovery Solution Produced by SearchStorage.com Presenters: Jon Bock and Ian Selway Sponsored by Copyright 2008 HP. All Rights Reserved. Reproduction, adaptation, or translation

More information

www.eaton.eu/aftersales The Best For Everyone: After Sales Service

www.eaton.eu/aftersales The Best For Everyone: After Sales Service www.eaton.eu/aftersales The Best For Everyone: After Sales Service As Close as You Want It Whatever your requirements, we will provide you with excellent service. AFTER SALES SERVICE Service specialists

More information

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare MT Services Computer Systems Ltd MT Services SystemCare As technology continues to have a substantial business impact, having an expert IT solutions partner can significantly improve your business performance,

More information

Customer Service. Clear Direction for the Road Ahead

Customer Service. Clear Direction for the Road Ahead Customer Service Clear Direction for the Road Ahead We Align With Your Business Goals At UPS Logistics Technologies, our Customer Service Department is focused on quality, integrity and a commitment to

More information

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation.

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. Introduction Chris Senior Network Engineer Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. And if things go too wrong for too long then

More information

H2O Customer Service. Effective and Reliable.

H2O Customer Service. Effective and Reliable. Leaders in Zero Liquid Discharge German Engineering H2O Customer Service. Effective and Reliable. www.h2o-de.com Our aim is to support you comprehensively. Thus customer care is of particular importance

More information

Market Data + Services. Advanced outsourcing solutions. IT Hosting and Managed Services

Market Data + Services. Advanced outsourcing solutions. IT Hosting and Managed Services Market Data + Services Advanced outsourcing solutions IT Hosting and Managed Services Table of Contents 3 Table of Contents Introduction Market Data + Services powers the financial community with a range

More information

JOB AND TASK DESCRIPTION

JOB AND TASK DESCRIPTION JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General

More information

SIMATIC Virtualization as a Service

SIMATIC Virtualization as a Service Industry ization as a Technology-based services for a greater competitive edge Minimum downtime and the optimum use of staff and resources are key to sustainable success in industry. Siemens provides the

More information

Product Maintenance Services. General Terms for Product Maintenance

Product Maintenance Services. General Terms for Product Maintenance Product Maintenance Services Product Maintenance Services General Terms for Product Maintenance 2 Contents Product Maintenance Services General Terms for Product Maintenance Terminology Product Life Cycle

More information

Fare collection systems. FareGo Life: Your Go! to comprehensive service

Fare collection systems. FareGo Life: Your Go! to comprehensive service Fare collection systems FareGo Life: Your Go! to comprehensive service Content 02.2015 Scheidt & Bachmann GmbH 2006e/1-0215/1500 2 04 I 05 Your fare collection system our responsibility 06 I 07 Our modular

More information

Data Centres and IT Infrastructure

Data Centres and IT Infrastructure Data Centres and IT Infrastructure Expertise you can depend on Onyx Group is setting the standards of provision and customer care. We provide a national service, with a local feel, to over 2,000 satisfied

More information

Customer Care Charter

Customer Care Charter Customer Care Charter Maintenance Agreement & Prospectus All rights reserved. No part of this manual may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,

More information

ITIL v3 Incident Management Process

ITIL v3 Incident Management Process ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target

More information

Maestro Managed Services from Silicon allows organisations large and small to forget about internal IT systems management and support and instead

Maestro Managed Services from Silicon allows organisations large and small to forget about internal IT systems management and support and instead Maestro Managed from allows organisations large and small to forget about internal IT systems management and support and instead focus on key business activities. Reduce IT expenses and improve productivity

More information

Create Order and Think Freely. Application Management Services.

Create Order and Think Freely. Application Management Services. Publisher: T-Systems Enterprise Services GmbH Corporate Marketing & Communications Mainzer Landstrasse 50 60325 Frankfurt am Main, Germany Cust. no. 641 261 704 Updated 08/2008 modifications and errors

More information

Customer Hosted Service Description and Service Level

Customer Hosted Service Description and Service Level Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November

More information

Real Time Monitoring: Features, Functions & Benefits. Technology for the way you do Business!

Real Time Monitoring: Features, Functions & Benefits. Technology for the way you do Business! Real Time Monitoring: Features, Functions & Benefits Technology for the way you do Business! Features, Functions & Benefits - 24x7 s Windows Services s s every 5 or 15 minutes to ensure Windows services

More information

NVIRON SUPPORT SERVICES OVERVIEW

NVIRON SUPPORT SERVICES OVERVIEW NVIRON SUPPORT SERVICES OVERVIEW NVIRON SUPPORT SERVICES OVERVIEW SERVICES TO MEET EVERY REQUIREMENT Nviron support services are designed to minimise the cost of running your IT infrastructure and help

More information

WHITE PAPER. Avoiding the Pitfalls when Transitioning into Managed Services. By Nick Cavalancia

WHITE PAPER. Avoiding the Pitfalls when Transitioning into Managed Services. By Nick Cavalancia Avoiding the Pitfalls when Transitioning into Managed Services By Nick Cavalancia As you begin your journey transitioning into managed services, you ll quickly find the transition is more about how you

More information

Scheduled Onsite Technician Support. Fully scalable onsite technical support services for the UK education sector.

Scheduled Onsite Technician Support. Fully scalable onsite technical support services for the UK education sector. Scheduled Onsite Technician Support. Fully scalable onsite technical support services for the UK education sector. Scheduled onsite technician support for schools. Our ICT provides a scheduled onsite technician

More information

ENABLE ENHANCE EXCEL www.layerv.co.uk

ENABLE ENHANCE EXCEL www.layerv.co.uk ENABLE ENHANCE EXCEL ABOUT US LayerV is an IT consultancy and end-to-end cloud service provider. We deliver winning IT strategies to help companies generate new value and manage technological change throughout

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services: Removing the Complexities of Communications Network

More information

Welcome to ITB Managed Services

Welcome to ITB Managed Services Welcome to ITB Managed Services Access, On-Board, Manage, Protect and Optimize THE OVERVIEW ITB MANAGED SERVICES WHAT IT CHALLENGES ARE YOU FACING At ITB we understand your time is precious. You have more

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

17 Courtenay Park Newton Abbot TQ12 2HD Phone: 01626 360011 Email: info@mdgp.co.uk Web: http://www.mdgp.co.uk

17 Courtenay Park Newton Abbot TQ12 2HD Phone: 01626 360011 Email: info@mdgp.co.uk Web: http://www.mdgp.co.uk 17 Courtenay Park Newton Abbot TQ12 2HD Phone: 01626 360011 Email: info@mdgp.co.uk Web: http://www.mdgp.co.uk 1. Introduction Myriad Digital specialise in supplying professional IT support and other IT

More information

Security Solutions Secure your network and minimize the risks

Security Solutions Secure your network and minimize the risks Secure your network and minimize the risks 02/08 Charting a safe path to the future Security is becoming one of the major business concerns for telecommunications around the globe. In the past, security

More information

Private Cloud for Dynamics AX

Private Cloud for Dynamics AX Private Cloud for Dynamics AX Why consider Private Cloud for Dynamics AX? Microsoft Dynamics AX is a flexible, feature rich product which, if managed and supported proficiently, delivers significant business

More information

Networks, communication and telematics.

Networks, communication and telematics. Networks, communication and telematics. _The company They are the absolute essentials: information and communication technologies (ICT) determine everyday corporate life. On the IT side, this involves

More information

The Pure Data Group Services Portfolio Introducing the Purists!

The Pure Data Group Services Portfolio Introducing the Purists! The Pure Data Group Services Portfolio Introducing the Purists! Our customer centric business model After 5 months of hard work we completed the installation of the new equipment across all our 138 Pearson-owned

More information

Service Desk Level 1 Service Description

Service Desk Level 1 Service Description Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client

More information

ITIL v3 (Lecture III) Service Management as a Practice IT Operation

ITIL v3 (Lecture III) Service Management as a Practice IT Operation ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation

More information