The Digital Roadmap Demands a New Type of ITSM Support

Critical challenges faced by an organization is like changing the wheels on a race car moving at a speed of 190 mph. Prodapt knows that organizational challenges can be overcome by adopting the practices that have withstood the test of time.

Prodapt has consistently delivered on projects to gain customer trust. Prodapt achieves success in its own unique way, not just by doing something different, but by doing something better. Prodapt provides a center of excellence for service delivery and 24x7x365 service assurance. Prodapt’s service excellence team provides support throughout the contract lifetime through efficient implementation of various aspects of ITSM, such as project management, service management, change management, technical design authority (as required), and assurance management.

ITSM Services

The Prodapt support team structure, consisting of several major roles, ensures that a group of dedicated contacts, who can be contacted throughout the service lifecycle, is covering all service aspects.

  • Incident Manager, Assurance Manager, or Problem Manager can be the primary customer contact for all service assurance related requirements; they can ensure that the incidents with respect to network, security, voice, or AAN are processed according to agreed support standards of detection, notifications, resolution, and problem management.
  • Project Manager, Change Manager, Service Delivery Manager, and MACC (Moves, Adds and Changes Coordinator) are responsible for all aspects of service delivery. They will coordinate resources required to successfully implement infrastructure and service change requests and will ensure timely communication and work-in-progress reporting.
  • Technical and Customer Design Authorities or Customer Solution Leads own the technical design and documentation of the network. They are involved in the implementation of complex changes; they also assist with problem investigation, conduct topology reviews, and act as contact for design recommendations.
  • Service Managers monitor service quality and initiate service improvements with the customer operations group throughout the service lifecycle. They serve as a point of contact for queries and escalation level for operational issues; they also provide monthly SLA performance reporting and maintain this customer service plan. Service Managers carry out service review meetings with customers on a regular basis.
  • Account Manager is a further focal customer contact, covering all of the contractual and commercial aspects of a project. They serve as an escalation level and conduct reviews and steering meetings with the customer regularly to discuss the service development, costs, change performance, and billing issues.
  • Incident management is often the first IT service management process that every organization adopts. Many Prodapt clients have a well-established and mature incident management process. Prodapt understands that this doesn’t mean that there is no opportunity to improve, as there are always things that could be done better, and opportunities to learn from experience.
  • ITIL® (the most widely used framework for ITSM) says that the purpose of incident management is to “restore normal service operation as quickly as possible and minimize the adverse impact on the business.” In addition to this, Prodapt endeavors to take up some additional things to perform a better job.
+ Customer Operations Support

The Prodapt support team structure, consisting of several major roles, ensures that a group of dedicated contacts, who can be contacted throughout the service lifecycle, is covering all service aspects.

+ Roles & Responsibilities
  • Incident Manager, Assurance Manager, or Problem Manager can be the primary customer contact for all service assurance related requirements; they can ensure that the incidents with respect to network, security, voice, or AAN are processed according to agreed support standards of detection, notifications, resolution, and problem management.
  • Project Manager, Change Manager, Service Delivery Manager, and MACC (Moves, Adds and Changes Coordinator) are responsible for all aspects of service delivery. They will coordinate resources required to successfully implement infrastructure and service change requests and will ensure timely communication and work-in-progress reporting.
  • Technical and Customer Design Authorities or Customer Solution Leads own the technical design and documentation of the network. They are involved in the implementation of complex changes; they also assist with problem investigation, conduct topology reviews, and act as contact for design recommendations.
  • Service Managers monitor service quality and initiate service improvements with the customer operations group throughout the service lifecycle. They serve as a point of contact for queries and escalation level for operational issues; they also provide monthly SLA performance reporting and maintain this customer service plan. Service Managers carry out service review meetings with customers on a regular basis.
  • Account Manager is a further focal customer contact, covering all of the contractual and commercial aspects of a project. They serve as an escalation level and conduct reviews and steering meetings with the customer regularly to discuss the service development, costs, change performance, and billing issues.
+ Incident Management
  • Incident management is often the first IT service management process that every organization adopts. Many Prodapt clients have a well-established and mature incident management process. Prodapt understands that this doesn’t mean that there is no opportunity to improve, as there are always things that could be done better, and opportunities to learn from experience.
  • ITIL® (the most widely used framework for ITSM) says that the purpose of incident management is to “restore normal service operation as quickly as possible and minimize the adverse impact on the business.” In addition to this, Prodapt endeavors to take up some additional things to perform a better job.

Prodapt Differentiators

  • Prodapt focuses on customer experience and business value
  • Clear understanding of high uptime and resolution concepts
  • Knowledge and training are used to help less-skilled people resolve incidents that were previously managed by skilled individuals
  • Creation of knowledge and information to help others resolve incidents
  • Effectively categorizing incidents to ensure timely resolution
  • Ensuring metrics-driven behavior meeting industry standards of incident management

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