MANAGED AND SUPPORT SERVICES

ITM Communications has significant experience of delivering managed and support services, to demanding SLAs, for high profile corporate and government Clients. Clients can expect cost effective and superior support services when dealing with ITM on either an ad-hoc or contracted basis.

Our support and service capabilities are tailored to meet the particular needs of each Client, and can include either Resident Engineer(s) or Fly to Site Engineer(s).

A critical phase in defining and optimising any managed service or support is to understand the workload, and change frequency required by the customer and its business units. With this in mind, a Service Workshop is utilised that enables us to accurately define the correct resource levels for each Client, and agree a statement of works (SOW) and optimum service level agreement (SLA).

Typical aspects we consider at a Service Workshop are;

  • Cost
  • Customer interface
  • Risk management
  • Integration and enhancement with existing work practices
  • Scope and service description
  • Agreement of optimum, commercially balanced SLAs
  • Priority level definitions, escalation, service credit triggers and score carding
  • Processes for invoking a request through to sign off and call closure
  • Method statements and risk assessments
  • Stockholding definition
  • Documentation
  • Personnel

Capabilities

  • 24x7 service management desk providing reporting, escalation, administration using ITIL best practice
  • Web based electronic catalogues and service management portals
  • Change management and capacity planning services
  • UK wide installation service for all fibre, copper, small electrical and racking infrastructure
  • Documentation services
  • Audits, asset management and CMDB services
  • IP based energy monitoring and measurement
  • Build services, racking of equipment, electrical and network connectivity
  • Tape changes, hardware installations and upgrades
  • Spares asset management
  • Equipment staging, physical migration, lift and shift
  • Server migration services
  • Technology and equipment roll outs
  • Other adhoc works and services as required

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