Servizi SLA Based
The technical assistance services are provided by competent and certified ITIL Foundation professionals; these services are provided according to ITIL best practices.
The Service Desk acts as a single point of contact (SPOC) between the users and the technical structures of Medas; responds to user requests and operates independently and competently according to the planned activities and the measurements of the state-of-the-art monitoring system at its disposal. Manages the process in its entirety and complexity by activating the Technical Support Group in case of need to cope with specialist interventions on HW and SW.
The management of the activities is supported by a ticketing system of the latest generation that also allows to guarantee the service levels subject to specific agreements/ contracts (SLA BASED COMPLIANCE). Log in
The activities of the Service Desk are supervised and assisted by the PRINCE2 Foundation and Practitioner certified Project Management staff, which analyses the performance indicators of the service and evaluates in a CSI (Continual Service Improvement) perspective any corrective action.
The Service Desk is made up of remotely operating personnel suitably organized to ensure the execution of the H24 processes.