Processes and Procedures Necessary for Managed Services Delivery

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Description

Erick Simpson’s 12 page Processes and Procedures Necessary for Managed Services Delivery White Paper provides information to help you deliver Managed Services efficiently and profitably.

Contents:

  1. Service Desk Goals
  2. Duties of a Service Desk
  3. Example SLA
  4. Example Support Tiers
  5. 17 Step Service Request Escalation Procedure
  6. Service Desk Operations
  7. Service Desk Delivery Process
  8. How System Engineers Use Information and Tools During Service Delivery
  9. How System Engineers Use Problem Management and Resolution Workflow during service delivery
  10. The System Engineer’s Operational Role in the Managed Services service delivery process
  11. Day to Day Service Delivery
  12. Identifying Methods of Service Delivery
  13. Remote Service Delivery
  14. Service Delivery at the Service Provider’s Facilities
  15. Service Delivery at the Client’s Facilities