Technical Support
Services lines
- Full 1st , 2nd and 3rd line technical support response team structure
- Coordinated response across Digica teams, in-house staff and third party suppliers
- Formal service management delivery integrating with Digica's enterprise management facilities and our customer services support centre
Features
- Continuous 24 x 7 x 365 operations
- Onsite or remote support models
- Integrated with our service desk and comprehensive enterprise monitoring system
- User queries logged with the service desk via telephone, email or internet
- Support model based on ITIL best practise processes
- Supported by a comprehensive configuration management database - up-to-date (asset) register of hardware and software components
- Remote support support staff can take control of any device on the network allowing problem diagnosis and resolution without visiting the site
- Root-cause analysis to address underlying causes and reduce reoccurrence
- Contractual service level agreement guarantees response times and service standards
- Users are kept fully informed of call progress by our service desk
- Benefits transformation
- Improved responsiveness to the business through improved system availability and resilience
- Effective business-led service level agreements for support, backed with transparent reporting
Benefits IT value management
- No need to retain specialised resources in-house
- Benefits IT governance
- Pro-active support and trend analysis results in fewer problems and greater business continuity enhancing the performance of your business
- Comprehensive asset management means that costs can be properly controlled, and compliance with software licensing is ensured.
Digica's support is excellent - they are so pro-active that, if they can see something coming up, they let us know, which is excellent for us to plan ahead.
Stuart Nelmes, head of IT services, Pizza Hut (UK)