Service Management

Service Management

We provide the customer interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management. Defining service level agreements (SLAs) and ensuring contracted services are measured and achieved to exceed client expectations is a key function of our Service Managers.  We budget for in-scope contracts and services and identify and lead service improvement and cost efficiency initiatives through careful monitoring of expenditure within the agreed budget.  Our Service Managers build service relationships with internal customers and internal/external service providers and facilitate supplier and customer service review meetings.

DSSEC support IT projects and initiatives to meet the agreed business goals in compliance with relevant methodologies and quality standards, including:

  • Coordinate the provision of external resources from existing partners.
  • Assess the impact of the project on external contracts and BAU activities and make the appropriate changes to contracts and SLAs.
  • Ensure effective handover to BAU support.

DSSEC deliver a high level of Customer Service through a positive Customer focused attitude.