Our service desk is more than a call centre in that our mission is to protect your investment in technology by ensuring that ongoing change management and system monitoring/audits form part of the service we offer to you.
Technology Implementations often fail where processes and systems that were implemented are not adhered to or when key people leave the organisation and internal training of resources are not done in accordance to the implemented process/operation strategy. This result in the need of re-implementation of your solutions at a significant cost investment. Optipro Solutions, as part of our methodology, hand over the project deliverables to our Service Desk team for monitoring and auditing. By signing an SLA with Optipro, we build a dashboard of events measuring adherence to business and systems processes. We monitor these on a weekly basis to ensure that no system/business process degradation takes place and escalate these to the project sponsor. Further, a annual audit investigates the ineffeciencies in the use of the system as well as auditing whether the defined business processes still support the organisation strategy. We advise and conduct impact studies on any new releases of software and advise our SLA customers on the benefits and risks assosciated.
Our highly skilled support staff will log every problem and provide telephonic and remote support as part of our SLA offering. This service is in place to ensure we reduce the risk to business where system problems can cause the business downtime in operations. We also have back to back agreements with our software vendors and we will manage the response to system errors through our vendor relationships.