SLA DRIVEN IT SUPPORT
BROCENT enforces the strict SLA based IT Service delivery model. Service window, intervention and repair time can be updated whenever your business needs change, and you require other levels of services. BROCENT Help Desk and FSS technical engineers are available 24 x 7 x 365. You can open a trouble ticket either by toll free hotline or business email.
Moreover, based on the urgency and impact level from the business IT needs, BROCENT offers the matrix of response time and escalation scheme for P1-P5 so as to cater for the business requirement. How BROCENT responds client IT request reflects the strength, reliability, efficiency and confidence of the overall IT service delivery capability.
Service Level Agreement (SLA)
Service Level Agreements (SLAs) essentially represent the BROCENT's promise to manage your IT issues and requests within a given time frame.
They show that we have a standard and verified process for providing the IT support that you can have confidence in us.
Priority Definition of Client IT Request
BROCENT use the commercial IT service management tool, that is defined with SLA timers . Timer is used to measure the time on the specific IT request with the priority of your issue or request. When client raises a ticket, BROCENT GSD team makes an assessment based on the provided information, and then define the Priority of the issue.
Priority is the combo justification based on two factors: urgency and impact.
Urgency Assessment of Client IT Request
It simply assess how the incident affects the business users -
- LOW – a few users in the organization got impact
- MEDIUM – a department or more got impact
- HIGH – the entire organization got impact, and stops the production
Assessment of Business Impact
IT SERVICE DELIVERY DASHBOARD
This section illustrate the performance of IT service delivery as-of June 2020 by presenting the statistics
Total Opened Tickets | 39450
As of July 2020, 39,450 IT request and incidents were handled by Brocent service desk. It includes the IT administration request, incident and problems, and new installation service.
Total Resolved Ticket | 39210
Among 39,450 inbound tickets, 39,210 tickets were resolved completely with the input of concrete worklog and signed-off service report. The resolutions were done either by remote sessions or onsite service.
SLA in Compliance | 96.8%
Each customer and IT project owns a SLA plan that defines the response time, and resolution time, that all are governed by Brocent Help Desk System. 96.8 % resolution and SLA compliance rate in July 2020.
Customer Satisfactory Level | 98%
Throughout the customer satisfactory survey, the survey system invites IT users to comment and score the service efficiency and quality in recent 2-3 weeks. 98% IT users are happy with Brocent responsive IT Service.