Total IT Management

Information security best practice helps protect the information your organisation needs. Risks are identified, understood and managed. The origin and integrity of data are validated. Users are authenticated appropriately.

Services, service components and practices are continually improved. Your IT services are aligned with your organisation as it evolves.

Relevant training and service information are delivered for a smooth and pleasant user experience. Users are enabled and empowered to make the most of the service.

Your service delivery manager establishes, monitors, manages and continually improves service delivery targets tailored to you.

Communication is open and transparent. Communication channels are planned, implemented, monitored and revised to strengthen our strategic partnership.

Incident resolution and service requests are managed through a single point of contact — the service desk. Service desk provision is scaled to your needs.

Every facet of our strategic partnership is designed for the co-creation of value. Your bespoke IT service creates value for your organisation and your users.

Relevant data from various inputs is collected, where valid and appropriate assessments of the data are made. Levels of uncertainty are decreased whilst supporting good decision making and continual improvement.

We offer rigorous service level management. Service delivery is monitored, assessed and managed proactively to anticipate and adapt to your requirements.

The full lifecycles of your IT assets are planned and managed to maximise value, control costs and manage risks. Assets are purchased, re-used and retired appropriately. Regulatory and contractual requirements are met.

Risks are identified, understood and handled to ensure the sustainability of your organisation.

We focus on your users above all else: improving their tech journey at every touchpoint. Satisfied users create more value.

Your IT service achieves agreed and expected performance. Current and future demand is satisfied cost effectively. Standards are continually improved.

Risks are properly assessed, all changes are authorised to proceed, and change schedule is managed appropriately. The number of successful IT changes is maximised.

Service requirements are defined, developed, deployed, measured, monitored and continually improved by your service delivery manager.

Controlled release management means users are working with the latest features and safety measures of the service. Rigorous change control processes reduce negative impacts on users.

Information and knowledge about your IT environment are securely and efficiently managed within ROCKipedia, our knowledge management system. Effective knowledge transfer facilitates faster and more reliable service delivery.

A single source of consistent information on all services and service offerings amplifies effectiveness.

Structures and relationships between configuration items are detailed for effective management of your unique service configuration.

Changes to service are implemented with minimal impact. Stakeholders are managed carefully for buy in and adoption. Transformation is accelerated and morale is protected.

We’ll carry out regular risk analysis and management exercises to determine potential for failure, identifying and implementing appropriate responses that meet agreed business continuity targets.

Every organisation should be reaping the benefits of a technology audit. As a business, it’s imperative you know how reliable your technology is.

Incident impact is minimised and normal service operation is restored as quickly as possible. Root cause analysis mitigates the risk of similar incidents occurring.

All pre-defined, user-initiated service requests are handled effectively for a good user experience. The agreed quantity and quality of services are upheld at all times.

Services and service components are systematically observed. Events are recorded and reported by prioritisation of infrastructure, services, business processes and information security. Appropriate responses to events are pre-established.

The likelihood and impact of incidents is reduced by identifying actual and potential causes. Workarounds and known errors are managed for efficient problem solving.

Suppliers' performance is managed to ensure they’re delivering value for money. Includes full management of incidents involving third parties.

Services deliver tailored availability according to user needs. Service provision is scaled and adapted to fulfil your organisation's requirements as they change.

Your infrastructure and platforms are monitored for optimal performance, including technology provided by external suppliers.

Hardware, software, documentation, processes and all live environments are managed effectively. Components are also deployed to other environments for testing and staging.