Dimension Data unveiled an enhanced, proactive version of its Uptime Maintenance and Support Services that will help clients maximize the availability of their IT estate while optimizing total IT support spend.
The new release of Uptime includes a series of proactive tools and automation, underpinned by a new IT service management platform and even broader multi-technology/multi-vendor capabilities.
These enhancements and their benefits include:
* Uptime monitoring − Gives Dimension Data engineers instantaneous access to clients' service- affecting incidents so they can begin to work on, and achieve, resolution faster.
* Asset tracking capabilities − Ensures clients maintain an accurate installed asset database so they are assured of the right support coverage.
* Standardized API for service desk integration − Incorporates the IT service management systems of Dimension Data with those of its clients so that both entities can communicate more quickly and accurately with each other, which in turn, leads to faster diagnoses and resolution times.
* Mobile service center application − Allows clients to keep tabs on incidents from their smartphone or tablet.
* IT support assessment − Ensures clients' IT support contracts provide the right level of coverage on devices.
"Our clients are looking for three outcomes from their IT support contracts - cost reduction, service level gains and access to better information," said Rob Lopez, managing director for group services at Dimension Data. "Simply put, they're demanding more value at less cost, and they will switch providers quickly if they see an opportunity to obtain this. With proactive Uptime services, we're delivering on what our clients want."
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