Service Description
Clear and Transparent Pricing
The cost of a service desk will depend on a number of key factors - the location and availability of the service desk, the volume of calls received, the service levels to which the desk is required to work, the call centre software required and the requisite telephony and network infrastructure to support the levels of service needed. For an organisation without specialist skills in this area, the cost of providing even an average level of service desk provision could result in a large capital outlay, without any guarantee of getting a successful service.
By leveraging shared infrastructure and technical skills, for a defined monthly cost which is a fraction of the capital outlay described above, our clients can benefit from a professional managed service desk operation, operating on a 24 x 7 basis against a defined Service Level Agreement.
Service Level Agreement
It is important that both the organisation and service provider know what measurable objectives can be met in order to assess whether or not the service is working effectively. Service levels are a way of defining success and ensuring that measurement is accurate and consistent throughout the contract period. Service levels for the service desk are typically based around call-flow (pickup times, escalation), resolution of issues and repeat call statistics. Once detailed SLA's have been agreed, BSG will report against these pre-defined levels on a regular basis to ensure that the client's needs are met and that this information can be put to good use in the future (see Knowledge Management).
Vendor Management/Escalation
Some incidents that are reported to the Service Centre will demand resolution from another supplier or third party. To avoid a conflict of expectations, the SLAs from these other suppliers need to coincide with the Support Centre's SLAs. All parties - the client, BSG and the third parties - need to openly discuss and agree the Operational Level Agreements (OLAs) to ensure all SLAs from all organisations support each other and are achievable. In line with planned change, the OLAs need to be updated with the agreement of all the relevant parties to ensure that the overall service keeps in step with itself - and the client's needs and expectations.
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