| |
|
| |
Providing an exceptionally high level of service to a company’s user base is an IT organisation’s top priority.
Users are demanding greater levels of service and support and with highly distributed working patterns an ever expanding IT infrastructure has become
a significant IT support challenge for any organisation.
As a leading provider of IT support services, Q Data is uniquelypositioned to provide a comprehensive set of user and infrastructure support
services. The cornerstone of our support offering is built around our Service Management Centre (SMC) providing a single point of contact for users
to report and resolve issues. Through our advanced real-time service management and monitoring systems, we are able to monitor, manage and report
support requests and identify key trends, thus ensuring continued and enhanced IT services to achieve business objectives.
Our regional SMC based in the UK is a well established part of our service offering, supporting thousands of users across the European
region. We operate as a fully integrated part of our largest SMC located in Johannesburg, South Africa providing seamless extended capacity when
required. Our SMC services include;
|
| |
|
 |
Reactive incident management |
|
|
|
Providing a single point of contact for the effective co-ordination and resolution of all incidents.
|
|
|
|
Proactive problem management |
| |
|
|
Including problem identification, reporting, resolution and trending provided as an integrated service with your IT service provider.
|
| |
|
|
First line support |
| |
|
|
Including comprehensive company specific user administration, problem detection, recording, resolution andSLA based incident tracking.
If required, escalation to 2rd and 3rd line support will be undertaken in conjunction with our technical specialist centres.
|
| |
|
|
Vendor management |
| |
|
|
Providing central management and reporting of ICT service requests to 3rd party vendors.
|
| |
|
|
Change management |
| |
|
|
Providing comprehensive management of all activities needed to schedule, plan, communicate, co-ordinate and document ICT infrastructure changes.
|
| |
All our SMC services are expertly managed using our integrated Remedy service management systems.
Incidents are tracked real-time providing valuable trend and statistical analysis and continuous measurement against agreed SLA’s.
|
| |
