Our Support Services Portfolio
At Dimension Data our approach to the development of support services is structured and thorough. We understand that both the market and the needs of our clients are constantly evolving … for example, the current economic downturn has sent enterprises around the globe into cost-cutting mode and many CIOs are scrambling to do more with less. Consequently, they are on the lookout for partners that have a comprehensive suite of service offerings and who will allow them to pick and choose between different service levels according to their specific business requirements – and budgets.
In light of these factors, we’ve elected to take a portfolio-approach to the ongoing evolution and development of our IT support offerings. By applying our product lifecycle management capabilities, we are able to constantly refine and tweak our support services to remain responsive and relevant to your unique requirements as well as changing macro-economic trends.
How Does your SLA Shape Up?
In the current economic climate, organisations are increasingly on the lookout for partners that have a comprehensive suite of service level offerings and that allow them to pick and choose between different service levels according to their specific business requirements – and budgets. More and more, companies are asking questions such as: “For less business-critical services, can you offer me a 8x5x next business day SLA, but perhaps also allow me to opt into a 24x7x365 restore SLA for another area of my infrastructure where I can’t afford to have breaks in service? Do I have the option of engineer on-site versus an engineer to site? If it’s a business-critical service, can I opt into having a dedicated service delivery manager?” and so on.
Are you grappling with your Service Level Agreement? Need to understand which criteria will best meet your unique business needs? Try out our free online SLA calculator and discover what type of SLAs your business needs.
All Service Level Agreements are not Equal – Nor Should They Be…
Recent research indicates that around the globe, CIOs are making great strides in strengthening their Service Level Agreements by working more closely with both their business stakeholders and service providers and are leveraging the benefits of IT Service Management Best Practice frameworks. How do your organisation’s SLAs shape up?
In this opinion piece, we bring you up to speed with the current state of play in the market, show you where your competitors are making advances in their processes, illuminate their errors, and provide some guidelines to help you assess where you are in the journey to effective SLA management.
Dimension Helps Ziggo Gain Greater Control and Visibility of its Revenue-Generating Network
Telecommunications Service Providers in Europe and indeed around the world are facing significant challenges as a result of sweeping industry changes and increased competition. Network convergence – that is, the combination of voice, data and video networks into a single system using IP – has resulted in previously disparate services now being offered in bundles. As a result, individuals and businesses have a wide range of choices and fixed-line operators, wireless telco operators, Internet content providers and cable television network providers are all competing for the same share of consumer wallet. Service providers need to be able to react to changes quickly and effectively while maintaining the highest levels of performance and reliability. This merciless market demands nimbleness, innovation and most importantly service excellence.
Ziggo realised that it was critical to be able to deliver services fast and efficiently at all times, in order to drive up revenues and avoid customer churn. The option of outsourcing its network maintenance function to a specialist provider made business sense. Read more.