Support that meets its service levels.
We bring structure to IT support: how requests are categorised and routed, how service levels are measured, and how users' workstations and access are monitored.
- Duration
- 3–6 weeks
- Delivery
- On site or remote
- Deliverables
- SLA-06
Signs you need this
- Some tickets wait too long and nobody knows why.
- SLA compliance is claimed but not measured.
- Users lose access before anyone notices.
Scope of work
Support request systematisation
Ticket categorisation by type, routing by support tiers and basic incident classification.
SLA compliance analysis
Review of actual response and resolution metrics against agreed service levels.
User service and workstation monitoring
Endpoint device status, corporate application and network access monitoring.
Knowledge for support
Structured instructions and standard solutions (see Data & knowledge).
We bring structure to IT support: how requests are categorised and routed, how service levels are measured, and how users' workstations and access are monitored.
Deliverables
SLA-06
Ticket categories and routing rules
Every request lands with the right team.
SLA-06
SLA compliance report with improvement actions
Where service levels are missed and how to fix it.
SLA-06
Endpoint and access monitoring setup
You see problems before users call.
Before you ask
Do you replace our service desk?
No. We improve how it works and hand it back to your team.
Which tools do you work with?
The service desk and monitoring tools you already use.
Want support to meet its service levels?
Tell us about your situation. Your enquiry goes straight to the specialist who would do the work.