Self Help

As part of our Shift Left strategy we deploy tools and techniques that enable our clients’ users to restore and resolve issues for themselves, avoiding unnecessary downtime and cost. 

We achieve this by deploying things such as;

• - Workflow-driven ITIL automation for incident, problem and change management.
   
• - Customer Service Desk keeps users informed of progress, resolutions and work-arounds.
   
• - Monitoring and reporting of calls against agreed service levels with automatic escalation if thresholds are approached.
   
• - Tickets are tracked and recorded, in addition to resolutions, which are translated into a knowledge base where users can search for Self Service (Self Help).

Read more about Remote Support and Desk Side Support