SSIL's Service Management services allow SSIL to not only manage your user's expectations but allows us to exceed them. We can tailor our service management solution to your business objectives, prioritising business critical equipment and users to ensure support issues are resolved effectively. By having multiple methods of contact between the customer and the service desk, communication of faults and resolutions is constant with the customer having access to view and update calls they have raised, e-mail status reports and access to a customer facing knowledge base.

Service Overview
Our highly skilled technical service desk coupled with our service management processes allows us to offer many unique features:

• User Issue Management and Resolution
• Customer specific business processes and workflows
• Clearly defined service agreements
• Web portal access to incident management and knowledge base
• Comprehensive service management reporting

Processes specific to your business
By tailoring our processes to each of our customers specific needs we are able to offer a personalised service that ensures the service we offer is aligned to your business objectives.

Service Agreement Definitions
Every customer that utilises our service management service is provided with a Service Catalogue document. This document contains all details relating to the service management service including Service Level Agreements, Service Definitions, points of contacts within the SupportPlus team and available escalation procedures.

Comprehensive Reporting
Our monthly or weekly reporting services allow our customers to see how the service desk is dealing with their issues. Are calls being resolved within SLA? Why are calls going out of SLA? How many calls are being logged? What types of calls are being logged? How does this compare with previous months? These are all questions that are answered in our unique reporting formats.