Service Management

13-03-2014

Getting your technology solution in place and optimizing the management of your applications are major steps forward. But in addition you must ensure that your solution continues to meet the dynamics of your business and your customers’ demands. For instance, how does deploying new functionalities impact your environment? And how do you respond to ever-changing customer needs?

Basefarm’s Service Management guarantees the continuity of your business services using pre-defined operational processes, reports, and follow-up by our experienced service managers.

Our Service Management offering spotlights capacity management, change management, incident management, problem management, release management, service level management, and handling service requests.

The Service Management focus

To better match the needs of your organization, our service management offering is fully customizable. It builds on the ITIL framework and secures the parts of the business that are most important to you. Our specialists will be happy to guide you in choosing the best level of service management for your operation.

24/7 skilled service desk

The Basefarm service desk is the critical point of contact with your business. Our experienced, dedicated operational engineers are available 24/7 to receive your calls concerning, for example, queries, fault reports and change requests. Approximately 80% of all enquiries are resolved directly at the service desk; more complex issues and matters that might impact your environment heavily are transferred to a highly skilled technical account manager (TAM) who is fully responsible for the technical operation of your solution.

Customer Portal – a window into your environment

Basefarm’s customer portal is always available to provide you with information about your environment, for instance: the status of reported cases, notifications from our service desk, and more general information about Basefarm. And you can easily get useful statistics and reports there. This way you can always be aware of the usage, functionality, performance, and operational status of your environment.

Your TAM – The key player in solid service management

To best serve your business, we assign you an experienced technical account manager (TAM). Your TAM knows your environment and understands its technical issues and infrastructure. With an eye on the future, your TAM also gives you functional and technological advice on possible improvements to your environment.

We deliver

  • A dedicated Service Manager; your champion within Basefarm;
  • Access to the customer portal with statistics and technical information;
  • Access to a dedicated, experienced Technical Account Manager;
  • Access to the service desk 24/7/365;
  • Up to 24/7 support;
  • Service based on service level agreements;
  • Availability guarantee;
  • ITIL service management.
     

Read more about our high-touch Service Management

Discover what we can do for your organization.
Contact our specialists for detailed information.

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