Our dedicated service desk functions as our central services center. It is also our ‘single point of contact center’ (SPoC). From here we provide the full managed-services package, remote management as well as monitoring services to all our clients. We offer ad hoc as well as permanent, on-site based technicians and SLA support.
ECOTECH Converge makes use of the Autotask and Solarwinds N-Able range of products to provide managed, dedicated or shared service desk capabilities coupled to the full remote management, monitoring and support services capabilities. The ECOTECH Converge ‘Managed Services’ and ‘Operational Support Services’ teams are fully aligned with the ITILv3 best practices.
The ITIL (Information Infrastructure Library) approach is a set of best practices for IT service management that focus on aligning IT services with the needs of your business.
ITIL describes processes, procedures, tasks and checklists that are used by an organization for establishing integration with strategy, delivering value and maintaining a minimum level of competency. It provides a baseline from which one can plan, implement, and measure, and is used to demonstrate compliance and measure improvement.
- Incident Management: Restores normal service operation as quickly as possible.
- Problem Management: Resolves the root causes of incidents, prevents recurrence of incidents related to these errors and includes problem identification and recording, classification, investigation and diagnosis.
- Change Management: Ensures that standardized methods and procedures are used for efficient handling of all changes.
- Asset Management: The management and traceability of every aspect of a configuration from beginning to end, which includes identification, planning, change control, change management, release management and maintenance.