Service Desk & Service Management
Serco have been delivering Service Desk & Service Management in Europe for over 20 years.
Our customers benefit from our adoption of ITIL as a core operating methodology in both our remote and local Service Desk provisions.
With a mature and expert Service ethos, dedicated infrastructure operational 24x7, hosted Service Management tools and extensive personnel expertise, we are able to deliver service desk and call centre functions using a variety of models. Our hosted management tool set means that even organisations who require an onsite presence can benefit from a managed software solutions delivered in a Software as a Service (SaaS) model.
Our approach to performance management ensures that comprehensive reporting and data is available to our customers enabling them to understand where investments need to be made to increase the overall value of information technology within your business.
Our business growth is wholly reliant on our successful delivery to our customers, adapting to their needs and providing the right levels of reporting , support and advice to enable evolution. All of our contracts are governed by Service Level Agreements, Key Performance Indicators and Operational Level Agreements - the majority with improvement expectations built into the base contracts.
Our approach to Service Level Management ensures that potential problems are identified (for example; increased resource utilisation in a particular area, performance degradation) and actions undertaken to minimise any risk of downtime or service failure