Service Level Management

Amicus ITS Service Level Management ensures the standard of service meets and, where possible, exceeds the agreed Service Levels. Each Managed Service customer of Amicus ITS has a dedicated Service Delivery Manager who ensures that all Service Level Management principles and all the other ITIL disciplines are followed, providing the customer with a single management advocate within Amicus ITS.

The Service Delivery Manager ensures the service is maintained to the agreed levels by regular monitoring and review of the Service Level Agreement (SLA), which is agreed with each Managed Service customer at the outset of the contract.

Service Delivery Manager

• First point of escalation for incidents
• Ensures delivered service achieves SLA
• Customer advocate within Amicus ITS
• Conducts regular Service Review and Operational meetings
• Quarterly assessment of customer views and perceptions
• Manages 3rd Party suppliers
• Produces regular minutes of meetings and ensures completion of actions
• Ensures Service Improvement Plans are agreed and implemented
• Ensures that reports are collated and presented to the customer each month.

Service Level Reporting

• Incidents fixed within SLA
• End user queries
• Infrastructure Health
• Server Hardware
• Server Operating System
• Applications
• Switches
• Network Printers
• System Reporting
• Availability of End to End Systems
• Server Status
• Server Capacity Utilisation
• Reports customized to suit individual customer requirements

Managed IT Services