Service Desk - System Management

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 correctly. Our customers need to understand the business impact of outages, as well as maintain the ability to control and execute changes with the minimum of disruption maintaining service availability, as well as report on and understand performance of their solutions with regards to SLA's.

The mmXcellence Service Desk is a comprehensive, scalable IT Service Desk designed to provide a 24/7 support service Customers and partners alike. Using the mmXcellence Service Desk ensures our Customer’s can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. The Service Desk provides effective controls for our Customer’s critical service support and service delivery processes.

Challenges of service and support management
Managing service commitments and keeping our Customer’s networks running is the core goal of mmXcellence 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 Customers change as their business evolves. To meet this challenge our mmXcellence are constantly being aiming to do more within a shorter timescaleto meet the increasing expectations of our custoemr base on managing service commitments, whilst motivating and effectively managing support personnel, addressing governance issues and doing so with the constraints of declining budgets.

Optimising service and support
Our Service Desk addresses the challenges of managing today’s complex service and support requirements. Providing a comprehensive and scalable service management solution The Service Desk is available to Customer’s 24/7, 365 days a year reflecting your need to be always available. The technology behind our Service Desk is designed to reap maximum benefits to our Customer’s through a service and support solution that can grow in parallel with our IT Service requirements. With the capavbility to service the UK, Ireland and into Europe, the mmXcellence Service Desk has the capability to handle thousands of incidents and requests each year.

Distinctive features and functionalities
The mmXcellence Service Desk is designed to meet all your  service and support requirements. Whether they need network integration with supporting IT management or highly capable knowledge resource, mmXcellence's 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 Customer’s experience within their IT Infrastructure. All incidents are logged, either automatically via our monitoring solutions or, via a customer phone call to the Service Desk and are tracked through to resolution.

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. mmXcellence'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 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 Service Desk records ensuring high levels of productivity.

Service level management
The Service Desk also features dynamic Service Level Agreement (SLA) management capabilities.  All incidents, requests and engineer calls are recorded into an inventory allowing the mmXcellence Service Desk to quickly search any recent or previous call records. The 24/7 Service Desk has the ability to receive and track calls at any time of the day or night ensuring that Customer’s are supported in the most efficient way possible, keeping downtime to the absolute minimum.

Key features include:
> Unlimited SLA’s
> European network of field engineers to assist in rapid rectification of issues, no matter where your office is.
> User defined priorities
> Breached and near breach analysis with warnings via e-mail, pop up notify, colour coding, BlackBerry/PDA and mobile phone alerts

To find out how we can assist you further with your Maintenance requirements please contact us today where one of our representatives will be on hand to deal with your enquiry in more detail.