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Home > Managed it services > Service Management & Reporting

Managed IT Services

Service Management & Reporting
Onsite IT Support

We believe that effective, managed IT services can only be delivered with transparent, meaningful IT reporting that measures a range of key performance indicators. This is vital from both a service governance perspective and in helping identify and measure continuous service improvement.

Optimising IT operates an award-winning IT Service Management toolset that’s:

  • Fully integrated with device and infrastructure monitoring and management capabilities.
  • Coupled with Microsoft’s Power BI to collate accurate and up-to-date Service Management data and present it in a simple and visual way.
IT service reporting
First Contact Resolution

78% Average First Contact Resolution

Customer Satisfaction

98.8% Average Customer Satisfaction Score

Rapid Response

Rapid Response Time

Cyber Focused Approach

Cyber Focused Approach

business intelligence

Business Intelligence

Having effective Business Intelligence around all IT Service Management elements — including having third-party and key business application providers in one place — can, when used effectively, provide a genuine competitive edge.

Business Intelligence also enables the Optimising IT Service Delivery team to:

  • Identify proactive problem management
  • Conduct root cause analysis
  • Deliver effective long-term resolution

This, in turn, will drive service improvements in underlying infrastructure performance and resilience, and lead to improved user satisfaction and increased productivity.

Continual Service Improvement

Our approach is to continually enhance the services we provide to our customers via the right mix of tools, process and people development. As part of our Operational Service Review process, we demonstrate the steps to enhance services in a measurable way that delivers results.

The Studio

Why Choose Us

Why Choose Us for IT Service Management and Reporting?

Award-Winning Service

We’re an award-winning, managed IT services business. In 2020, we were awarded the “Best Managed Service Provider – Small Enterprise” award by the Service Desk Institute (SDI).

At Optimising IT, we’re passionate about helping businesses grow and become successful. This is reflected in everything we do from our initial consultation to delivering your next big IT project.

Our First Contact Resolution (FCR) Exceeds 78%

Our service desk has a dedicated support team fixing incidents and a focused — and uninterrupted — service team delivering service requests. The net effect is a first contact resolution (FCR) that exceeds 78%. That means we resolve 78% of IT issues on the first phone call.

We achieve this by putting 2nd line engineers on the front line of our service desk to get the best help possible on your first call.

Leading IT Service Management Tools and Reporting

When it comes to IT service management, quality tools and reporting are integral aspects of the service. We seamlessly integrate monitoring alerts to the ticketing system coupled with management reporting via Power BI.

Power BI is a secure Microsoft hosted cloud service that lets users view dashboards and reports using a web browser or mobile app. It helps keep us in control of IT reporting and is a simple way to deliver easy to read and insightful information to our clients.

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process
people
first-rate service
seamless service

We Grow with You

At the end of the day, your success is our success. If your business grows, so does ours and so it’s in our best interest to ensure we offer the very best IT services possible. We don’t see our relationship with our clients as a transaction but rather a collaboration and partnership. Two teams of experts within their field, creating something remarkable together and moving closer to their business goals and aspirations.

We're Always Improving

Here at Optimising IT, we like to set realistic and meaningful targets for underlying incident reduction overtime via root cause analysis and proactive support. That means our service and ability to handle issues is always improving, giving your business the best support possible at all times.

Get in touch now to find out more about our Service Management & Reporting benefits and how our professional team can enhance your organisation by working as a partnership aligned with your business goals.