Service Management
At adapt, service management is at the heart of our business
Our ITIL compliant service desk is the first line interface to our customers for service calls, change requests, incidents and problem management and as such, has to reflect the importance we place on our customers. Our service desk tool, e-service desk has been developed upon the industry leading business process management (BPM) tool - Metastorm. This capability enables the integration of our system management and monitoring tools to automate the integration, notification and escalation of events into adapt service management. The adapt service operations centre (SOC) incorporates our 24x7 service desk and operations centre - supporting our customers and monitoring their technology infrastructure, every minute, 24 x 7.
Service Delivery Management
Service delivery management ensures that our customer agreed service level agreements (SLAs) are attained and reported upon on a monthly basis at a service delivery meeting. The service delivery manager will form an integral part of the adapt relationship management team, along with the account manager and technical account manager, who will deal with all service queries and developments.
System Monitoring and Management
Several OEM system management tools and probes all report into Mutiny; the core of the adapt system management portal. Through this portal, adapt will monitor your infrastructure ensuring that proactive management maximises the service uptime of your systems. In the event of failure necessitating third party intervention, adapt will manage all aspects of the escalation process to ensure a swift response and easy access to your facilities to reduce the maintenance period.
With adapt service management you can benefit from:
- ITIL compliant service management
- Dedicated service delivery managers
- 24/7/365 service operations centre
- Customer dedicated service portal and online monitoring
- Technical specialists who understand the infrastructure
- Choice of SLAs to match the business
- Best of breed
- Optimised service support
- Escalation and management
