Our Smart Service Desk™ utilises a knowledge-centred support approach that integrates technical expertise, best in class tools and mature ITIL processes to deliver a high level of user satisfaction and business benefit to our customers.

Our Smart Service Desk is just one of the reasons organisations trust us as their IT outsourcing provider. Many IT service organisations measure support “success” as simply compliance to contract service levels, and (hopefully) end-user satisfaction. At Service Innovation, we take it one step further.

In short, we believe our role as an IT outsourcing provider is also to truly add value to your business; and we do!

3466
incidents and requests resolved per month
97.7%
of phone calls answered in 30 seconds
94.6%
of incidents resolved without reassignment
98.1%
end user satisfaction

Relationship Benchmarking and Innovation Program

As part of our commitment to continually measure and improve the level of service and the value we deliver to our customers, we have developed and implemented an effective “Relationship Benchmarking and Innovation” program which we invite our customers to participate in.

The benefits our customers receive from this unique program include:

  • Identification of opportunities for innovation in existing services
  • Improved business to business alignment to solve wider business challenges
  • Cost reduction
  • Quantified improvement in end-user satisfaction

This program gives us a formal, structured framework and mechanism for continuous improvement, and quantified measurement of the relationship and innovation we deliver to each (individual) customer.

The value of this programme can be significant, and the team at Service Innovation would appreciate the opportunity to discuss your requirements, and present the detail on how this could benefit your organisation.