Service Management

TecSurge OnDemand component

Customer Benefits

  • Visibility into service delivery history & upcoming events
  • Identification of process improvement opportunities
  • Ability to monitor service levels
  • Efficiency of service delivery

Service Management

Unlike the traditional alternative of directly hiring technical staff to perform user support and system administration for engineering IT systems, TecSurge OnDemand operates as a fully managed service. Key to the success of this approach is ensuring that customers are involved in a detailed onboarding process, and kept informed of key aspects of service delivery over time via regular status reporting.

Our Solution

  • Our initial onboarding process:
    • Aligns service delivery with customer process
    • Documents the customer’s technical landscape
    • Integrates service delivery team with customer organisation
  • Monthly status reports provide:
    • A summary of user support and administration requests
    • Confirmation of scheduled administration performed
    • Consolidated service delivery history
    • Recommended customer actions
    • Service level performance metrics
    • License allocation, utilisation and plan comparisons
    • Notification of planned activities

Onboarding Process

TecSurge conducts a one off initial onboarding process, in order to truly understand a customer’s environment and to operate in its context.

Depending on the complexity of the application implementation and configuration, this onboarding process may range from a remote process involving a questionnaire teleconference discussion, through to a multi-day onsite discovery workshop involving key customer personnel.

Backed by customer specific procedure defined in an onboarding process

The results of this onboarding process are captured in a collated set of customer specific information such as:

  • Application and database products and versions
  • System customisation, integration and interface points
  • Key contacts and organisational structure
  • Scheduled administration details
  • IT policy and process
  • Current project workload and projected demand
  • IT landscape and technology environment

The customer handbook is a TecSurge internal document that is referred to by the TecSurge service desk team, in order to access and integrate with customer specific information during the fulfilment of a request. This approach enables TecSurge to provide high quality responses, efficient request resolution and a seamless end user experience.

Excerpt of monthly status report

Regular Status Reports

The customer obtains visibility into service delivery history, upcoming events and opportunities for process improvement through a detailed monthly status report. This Regular Status Report also allows the customer to monitor compliance, service consumption and license utilisation.

If you would like more information about Engineering Managed Services or any of the TecSurge OnDemand components, contact us today for a TecSurge OnDemand demonstration.