Challenge
The in-house IT team spent most of its time on routine user requests, and the office segment had neither a single ticket log nor end-to-end monitoring. Management wanted a measurable service level with transparent reporting.
What we did
- Took over the office segment after an audit and agreed a service catalogue and SLA
- Launched a service desk with SLA timers and a single entry point for requests
- Unified server and network monitoring and set up backups with restore testing
- Support is remote: on-site hands-on work is done by client staff following our runbooks
- Agree a monthly SLA report, breach causes and work plan with the IT department
Outcome
Under the SLA we respond to a critical incident within 30 minutes and aim to restore service within 4 hours. Over two years 97% of tickets were closed on time, and the in-house IT team moved on to development projects.