Service Support

This area is focused on supporting a service once it is deployed. It includes everything from call centers and technical support to field service and logistics.

Customer Centricity will help you build or refine your support functions to meet the service expectations of your customers. Our associates have built and operated support organizations in a number of industries and know what it takes.

Operational Processes

• Service Desk / Contact Center - The service desk is the central point of contact between the customer and the service provider in all matters concerning services provided. This includes “help desk-like” functions as well as coordination of change requests, service level management, configuration management, and all other service management processes. The service desk is not a process but a function within the service provider’s organization. In its unique role as a first point of contact with the customer, the service desk is of critical importance, because it embodies the image and quality of the service provider’s organization.
• Incident Management - The process to restore service or respond to customer requests as quickly as possible, within the defined service level, while minimizing negative effects on the customer’s business process. Also, ensures contact is maintained between the service provider and customer for incident-level activities.  Involves a group of specialists working together in virtual unison, made up of first, second and third-level support units.
• Problem Management - The objective of problem management is to prevent and reduce incidents as well as to provide quick and effective problem solving to ensure a structured use of resources.  Includes all aspects of service failures including identification and resolution of root-cause.
• Change Management - The process of methodically and economically scheduling and executing maintenance activity, to the service delivery infrastructure, to ensure that impact to the customer is minimized or eliminated.
• Configuration Management - Providing up-to-date secure information about the configuration elements in use, ensuring a link with all other disciplines of service management. Shows the interconnection of service elements in the overall service delivery infrastructure.  Enables service management to be in control of elements and assets (e.g., hardware, software, documentation, licenses, etc.).
• Release Management - Ensures the successful planning and control of hardware and software installations. Its focus is on the protection of the production environment.  Releases are bundled to minimize occurrences of required downtime and based upon dependencies between software and hardware versions.
• Field Service - Effectively managing geographically dispersed personnel to perform all activities necessary to maintain the service delivery infrastructure and installed customer-base, per agreed upon service levels.