The Platinum Managed Services team have extensive enterprise support experience. We have well established processes which drive us to work within the well matured ITIL framework.
Our drive towards set repeatable processes insures any system changes are well thought out and have the right business approval in order to avoid causing any outages.
System outages are managed within the incident management process, allowing us to prioritise work based on business impact and resolving outages within agreed Service Levels.
Major or re-occurring incidents are put through our 5-Whys Problem Management Process to ensure we understand the true route cause of the outage, in order to stop it from reoccurring in future.
Our passion for ongoing continuous improvement ensures our team are always looking for ways to step up the quality of support and ensure our clients are delighted by the service they receive and the fact that their systems just work.
We take a flexible approach in terms of the ITSM tool sets we use. Our clients have the option of leveraging the Platinum internal tools set, or have us log into their system to manage a queue. Whether you use ServiceNow, BMC, Avanti or any other ITSM toolset, Platinum Technology will be there for you.