Unified draws heavily from ITIL best practice. We do this to ensure that we’re effectively managing our service delivery operations and delivering the highest quality, customer-focused professional support service.
All our services are documented using the ITIL format, giving our customers the ability to to clearly understand what the service provides. Please contact us for a copy of any of the ITIL service descriptions. We also provide an ITIL process-compliant Services Catalogue. You can click on the link below for a copy.
And here’s more value-added ITIL-compliant service from Unified. Our ITIL-accredited management structure has prime responsibility for service support and service delivery, as well as the Help Desk team.
We provide our customers with a single point of contact for all service-related issues to be reported and serviced through a centralised, skilled Help Desk.
Why is this service important to you? Because efficient and effective performance and management of the Help Desk is key to ensuring that quality is maintained across your operations. To enable Unified to manage an incident, the Help Desk will clarify the incident type with the customer in order to prioritise the incident with regard to impact and urgency.
The Help Desk can then use its knowledge database to ascertain if the incident is a known error. If it is, the service desk will manage the incident until resolution.
At all stages the customer is kept aware through regular updates of the progress being made in managing the incident. Should the customer be dissatisfied with any aspect of the incident management activity, Unified has a robust escalation process for responding to both functional and hierarchical issues.
In all cases, Unified contacts customers after problem resolution and prior to ticket closure to ensure the highest level of satisfaction. Then, we follow up the entire process with a quality questionnaire that results in continuous process improvement.
Unified is committed to applying ITIL’s best practice to the most rigorous customer requirements. Please contact us for more information on this valuable service.
For more information:
Support Services-V2.4.pdf
UNSL Service Catalogue.pdf
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