The complexity of today's business critical applications and infrastructures requires a deep level of understanding to manage them effectively and consistently. The Client is at the centre of our holistic approach to IT Service Management, and we are dedicated to and passionate about supporting our Client solutions throughout the entire service lifecycle, truly differentiating Attenda's Exceptional Service.

During the Migration stage of a Client solution, and prior to go live, an Operations Manual is completed for each Client solution. This acts as the 'runbook' for the solution, providing a key reference document for the Client support team who, once live, become responsible for the day to day management of the solution.

Our ITIL based Service Desk, known as the Monitoring and Management Centre (MMC) is manned 24 x 7 by qualified and accredited technical analysts and your call is answered by a technical support engineer not routed into a call centre. The MMC focuses on proactive monitoring and management of Clients' business critical applications and infrastructures, whether physical, virtual or Cloud solutions. Our comprehensive shift patterns ensure that at any given time, first second and third line support analysts are always available. The MMC responds to over 8,000 alerts every day, of which over 95% are indentified before they become critical.

Incident and Problem Management

The objective for our Incident Management process is to restore normal service as quickly as possible. We work with each Client to define and agree the approach on how different categories or priority levels of incident should be handled, to ensure that we adopt a consistent approach to incident handling.

Some 85% of the incident tickets raised are derived from our monitoring system, the remaining 15% are typically Service Requests made by Clients.

Our ITIL based approach to Problem Management provides high availability through the effective management and systematic elimination of known errors. The wealth of problem management that we have built up over time on supported technologies is a key advantage to adopting Attenda's managed services. We rapidly accumulate knowledge of known problems, known errors and their fixes because of the critical mass of Clients and focused technical resources. Fixes are built into future Client solutions through changes to design guidance, build standards and so on.

Client Service Level Management

A dedicated Service Delivery Manager (SDM) is responsible for the day to day Service Level management activities. The SDM monitors service availability and performance on an ongoing basis. This is reviewed formally with the Client in regular Service Review meetings, reporting on service level commitments, to ensure that we are providing the highest level of service and Client satisfaction. In addition to the reports presented at the Service Review, the secure online Client Portal provides access to a comprehensive set of service delivery and operations reports.

The focus for the SDM is also to understand the future plans for the Client's business and how it may affect capacity requirements, in addition to making recommendations to maximise performance and availability, or proactive planning for changes that may be required to the solution due, for example, to changing business volumes or seasonal peaks.

 

  • Client comment

    • We plan to turn over £300 million through our websites this year, so every minute they are down it would cost us, as bookings can't be made

      Audrey Bell

      Service Manager, bmi

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