Support
IT Service Management – this means professional IT service management to meet our customers’ requirements using a suitable combination of people, processes and information technology.
ITIL-certified & maximum flexibility - this applies to our whole support team, internationally. For our customers, this means: proved and established procedures, solid project management and, above all, the best possible service. ITIL is a process-oriented collection of best practices that helps us optimise the efficiency and quality of our services.
The basis of the apsolut Support portfolio can be broken down into the following model:
Transparency & time-based maintenance
Every support agreement includes a transparently defined set of base services. Our customers can rely on the apsolut Help Desk and short response times. All incidents will be handled according to a defined Incident Management Process to ensure service levels are met.
We provide ongoing incident analysis to identify recurring root causes. Through a defined change management process, the resolution of potential issues will be addressed.
Shift resources from operations to innovation
Within our Solution Operation & Monitoring service, we provide application administration, system health checks and monitoring. Required changes will be addressed through a defined change management process.
A Single Point of Contact to ensure services meets expectations
Our Technical Account Management is your direct contact regarding governance, planning & resource coordination. It is your first point of contact for our monthly operational reporting and also in case of escalations.
