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IT Maintenance and Support
BSG's IT Maintenance and Support Managed Service offers 24x7 access to skilled technical expertise to meet your hardware, server or operating system needs.
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The Service
- Guaranteed managed cover via dedicated onsite staff or staff available on request, or
- Access to a technical engineer within an agreed Service Level Agreement.
- Remote monitoring and management of hardware, operating systems and networks using best of breed technologies that minimise the need for human intervention.
All services which are available include ServiceDesk support and can be augmented by BSG's Technical Assurance Programme (TAP).
Average Fix Time, Example Company
Report Statistics, Year to Date
Increased Focus
| Features |
Benefits |
| Clear and transparent pricing |
Defining a monthly cost for the use of the managed service against an agreed Service Level Agreement, ensures that pricing is viewed as a clear and transparent operational cost.
The IT Maintenance and Support Managed Service takes into account warranty, fix time SLA, length of contract and whether on or offsite support is required to achieve operational readiness again in a controlled manner.
BSG provides quarterly or annual pricing on a per unit basis and achieves this by creating a record of assets, holding spares, providing onsite resource or remote monitoring if required, all backed-up by a ServiceDesk that can be accessed 24x7.
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| Service Level Agreement |
The agreement of performance levels for IT within an organisation, acts as a focus both for the client and BSG, in terms of what is realistically needed and what can be expected from the technology in question. Consequently, BSG provides its clients with a range of SLA's. These can vary depending on the item covered or the location at which the item is deployed. They offer service during normal business hours or on a 24x7 basis depending on how critical the equipment is to the customer. More importantly, all this can be provided under one contract which in addition, caters for pro-rata additions and deletions as the business changes, thus enabling the SLA to flex with the business needs of the client. |
| Service Delivery Manager |
The SDM has the day to day operational responsibility for a client account making him/her a point of contact for any kind of problem management. This ensures that a quick escalation path is established and BSG develop a strong communication channel between the BSG operation teams and the client. This person will also ensure that all HR issues with onsite staff are dealt with, cover is provided as and when necessary and that the client is satisfied with the daily service provision offered. |
| Account Manager |
The account manager is focussed on ensuring that a client's IT needs are met in their entirety and that BSG is providing a high level of customer satisfaction. The Account Manager will schedule and conduct periodic reviews of service activity to identify any patterns in service requests and/or technical problems that may hinder service coverage. S/he will also ensure that any pro-rata additions to contract are dealt with and that any longer term business requirements are factored into the contract in future periods. |
| Vendor management/escalation |
BSG has high level accreditations and long standing experience working with major vendors, enabling it to take ownership of applicable vendor support contracts. This ensures that our clients don't have to manage such contracts separately, thus benefiting from reduced costs and management overheads.
If incidents demand resolution from another supplier or third party BSG will manage that aspect of the service such that it is seamless to the customer, but will nevertheless be made clear to them through the monthly reporting systems. If required, BSG will agree an Operational Level Agreement with the client and other third parties, thus combining all SLA's into one document which accords with the business requirements of the client.
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Improved Process
| Features |
Benefits |
| Transition Management |
The transition of any service from one provider to another is key to ensuring consistency of service and minimal end user disruption in what is always a testing period. The transition process for the IT Maintenance and Support, managed service includes a site visit, an examination of the configuration and build of critical equipment, creation of an asset register and an exact inventory (by serial number) of items under cover. This stock profiling exercise ensures BSG has the parts in stock to meet the agreed SLA. When relevant, BSG will also involve the client in the selection process for on-site staff. |
| Administration |
BSG can effectively remove the need for a client to administer its own IT function. For IT Maintenance and Support BSG will manage all aspects of the provision of on-site engineers, including HR functions and performance measurement. BSG will also take responsibility, via the ServiceDesk, for new asset registration, warranty calls, provision of engineer's on-site or remote support. |
| Reporting |
BSG is able to offer regular reporting in respect of both standard and bespoke elements of any service. The following elements can be provided as part of a monthly report tailored to meet the client needs:
- Calls logged each month
This report displays all fault calls in each month. It shows all details of the call ranging from what the fault was to how it was resolved and whether the SLA was met. In the case of a waived SLA, you will find further details on why within the report.
- Statistics - year to date
This report displays statistics for each month; comparing how many calls were logged in each month and which of these met the SLA.
- Statistics - average fix time
This report shows the average fix time for resolved calls for the year to date.
- Statistics - SLA measurement
This report evidences whether or not service levels have been met and to what degree each has been met in % terms.
- Statistics - Parts Replaced each Month
This report displays each type of part that was used in order to resolve a fault. The report lists the part and how many times it was replaced in each month.
- Statistics - Percentage Parts Replaced each Month
This report represents the percentage of parts replaced each month.
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| Change Control |
The ServiceDesk will be an integral part of the client's change control process, logging calls, tracking resolution of those calls and recording the closure of any incident. This means that changes are easily documented, actions can be escalated to the relevant personnel, traced and resolutions recorded for future reference. Call resolution can be monitored by the client should they choose to implement the Client Services option which allows a degree of self service in the area of call management.
For the IT Maintenance and Support Managed Service the change control process is instigated by phoning the ServiceDesk and can be used for a range of needs, including IT equipment moves and changes, spares management to reflect changed equipment or SLA changes.
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Wider Skill Base
| Features |
Benefits |
| Time sharing of resources |
In purchasing IT Maintenance and Support from BSG, our clients benefit from the wide range of skills available within BSG as well as leveraging off the years of investment in areas such as the helpdesk, network infrastructure, monitoring services and remote management which are all available to our customer base on a managed, and therefore more cost effective, basis. With BSG providing all HR Management, Managed Service clients with on-site staff benefit from never having to manage holidays and sickness etc whilst the Technical Assurance Process (TAP) allows flexible purchasing of resource across the whole BSG skill set against a choice of SLAs. |
| Self Service Components |
Although BSG manage each and every part of a purchased service, clients often find it useful to have access to information regarding their service. BSG's web based Client Services application offers clients visibility of this information, including status of ServiceDesk calls in real-time and contract details. |
| Security |
BSG is one of the few companies operating in its market place to hold a ISO27001 certification for its data centre and managed hosting operations, and any service managed by us is subject to the best practices used to gain this accreditation, ensuring that the security of a client's data and premises is as important to BSG as it is to the client.
All BSG engineers are security aware (both in terms of physical and electronic security), and in many cases already checked against the Criminal Records Bureau. In addition BSG are happy to comply with the security procedures of client organisations and indeed measure security around client concerns and policies for scenarios such as entering a client site at night. |
| ServiceDesk |
BSG operates an ITIL compliant ServiceDesk for all of its clients. Operating best practice processes and procedures, the ServiceDesk offers the client a dedicated line of escalation 24x7 for all issues technical and non technical e.g. on equipment or contract. |
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