Support and Service Management
Support and service management from Equiniti Group helps you to improve the effectiveness of IT operations by implementing industry best practice and standards. Our team of professionals provides support and service management based on ITIL principles, complying with defined standard service levels including support response times, defect resolution, maintenance updates, system upgrades, and change controls.
Delivering service desk support and providing effective incident management can be expensive and a drain on resources. Delivering a consistent, high quality service can also be challenging.
Equiniti Group provides flexible service desk support options. You can fully outsource your help desk operation or we can supplement your in-house resources by filling any gaps that you may be experiencing.
We are committed to providing the highest quality of service and deliver a responsive service where users can call, email or raise a ticket to report an incident and we will support them through their preferred channel whether by phone, email or by remote support software. All incidents are recorded within customer-specific target response and resolution times.
All incidents are recorded and resolved through the application of documented incident management using our call monitor software. The software defines prioritisation, business impact, classification updating, escalation, resolution and formal closure of all incidents.
All identified problems are recorded within our call monitoring system and are dealt with in accordance with documented problem management procedures.
Appropriate trend analysis including analysis of incidents is carried out to proactively identify potential problems.
Service level management
Equiniti Group works with the client to define, agree and document the full range of services to be provided from which a Service Level Agreement (SLA) is created. Service levels are monitored and reported against targets and any necessary actions for improvement are recorded and implemented.
We develop comprehensive capacity plans in conjunction with our clients to address current and predicted capacity and performance requirements. Service capacity is monitored and service performance is brought in line where necessary.
Equiniti Group develops and maintains the Information Security Management System (ISMS) and security management plan in accordance with client requirements. The plan adheres to the relevant impact level and protective marking levels and if required, the ISMS will incorporate the development and maintenance of risk management systems (RMADS).
Equiniti Group is accredited to ISO/IEC 27001:2005 for Information Security Management Systems. The ISO 27001 accreditation ensures that Equiniti Group maintains and continually reviews all security management systems and plans and undertakes regular risk assessments.
All Equiniti Group suppliers are managed efficiently to ensure the provision of seamless, quality services. Contracts with suppliers are regularly reviewed and any changes are made through the change management process.
Performance against service level targets are tightly monitored and reviewed and changes are made as appropriate.