Managed Services - IT InfrastructureDynaTech provides a world class managed service to its Premium/SLA clients. This service is supported by industry leading ITIL (Information Technology Infrastructure Library) compliant Service Desk software and an advanced helpdesk facility. All calls logged are managed through a sophisticated SLA management system that supports unique SLA monitoring for each customer. Automated notification and escalation ensures that service is proactively managed.
All calls are prioritised and routed based on SLA and severity. Engineers working on incidents give continuous feedback thus ensuring that customers are always informed on progress. The service delivery manager monitors quality of service and measures customer satisfaction level.
Service Management Methodology
The service management methodology adopted by DynaTech is based on ITIL and consists of the following:
Incident Management is used to record any event that has an impact on the delivery of a service. It is used to track the incident from initial recording through to resolution.
Problem Management is used to identify problems, investigate and diagnose and classify problems so that prevention measure can be implemented. Problems are created from incidents. As a result proactive prevention can be achieved.