Service Management

Effective Service Management is at the core of the Kluetek Managed IT Services portfolio. We believe passionately about building positive and enduring relationships with our customers. This is based on a foundation of excellent service quality supported by continuous improvement programmes to deliver real benefits to our customers.

Our Approach

Our Service Account Management team are Service driven rather than Sales driven, which translates for our customers to a focus on delivering Service excellence rather than a purely sales orientated approach.
As with all our services our approach to Service Management is tailored to the specific requirements of our customers. It is typically based around regular Service Review meetings which form the basis for our service improvement discussions.

The Littlefish service experience is underpinned by our Enterprise-class IT Service Management system which captures and provides the necessary business intelligence upon which we can make informed decisions to improve your systems and services. This analysis is presented in our monthly report pack.

Because we work with customers of all shapes and sizes, we can also bring the experiences of similar organisations to help inform your business decisions. This might be from a business in the same sector, of a similar scale, or one that has overcome the same challenges that your business may be facing.

The Benefits

• Tailored approach to Service Management to suit your business requirements
• Informative monthly reporting pack demonstrating service performance
• Continual Service Improvement Programme
• Shared experiences from other customers to help inform your business decisions
• Strategic guidance to help define your IT roadmap

What next?

If you would like to discuss a Managed IT Services engagement with Kluetek then please contact us today to arrange a meeting and evaluate how we can help your business.

Infrastructure Management

Infrastructure Management

No business underestimates the criticality of keeping their server and network infrastructure up and running. In many cases when server/network outages or service degradation occurs it can prevent your entire business from operating. With this in mind it is crucial that appropriate measures are taken to safeguard your systems and applications. Kluetek provides a comprehensive Infrastructure Management service that maximises uptime and ensures that your systems and applications, be they on-premise, hosted, or Cloud based, are optimally configured for performance.

We adopt a three-pronged approach to Infrastructure Management:

• Support – In essence keeping the lights on and ensuring appropriate technical resource is available 24/7 to address issues rapidly and prevent/reduce downtime.
• Monitoring – Keeping a comprehensive eye on the availability, performance and health of your systems and applications. When issues occur we identify and address them rapidly. Reports are generated monthly and analysed by our team to ensure developing trends are captured.
• Management – Broken down as:
  • Configuration – Ensuring appropriate configuration of your infrastructure and adapting it as your requirements develop and change.
  • Administration – Assuming the role of the old-fashioned Systems Administrator. Undertaking frequent housekeeping routines to ensure that you’re getting the best from your systems and applications.
  • Optimisation – Continually assessing the configuration and performance of your systems and applications to ensure optimal performance and usability.

Service Features

• 24/7 service delivered by a team with extensive enterprise-level skills and experience
• Access to Kluetek ‘Labs’ – a custom developed toolset moulding multiple best of breed monitoring systems into a single platform
• Comprehensive coverage encompassing the management of backups, end-point security and patch deployment
• Strong knowledge and experience supporting and implementing infrastructure solutions adhering to PCI, SOx and ISO27001 requirements
• ITIL aligned (but not constrained) support processes with a strong focus on Change Management
• Broad range of technical capabilities and accreditations covering Microsoft, Citrix, VMWare, Cisco, Apple, Linux, NetApp, and many more

KLUETEK HELP DESK

Help Desk

Whilst our Help Desk team are highly capable from a technical perspective they are also schooled in the softer side of service delivery, ensuring an empathetic approach to your user’s problems and providing a personalized service. Kluetek`s Help Desk is a Business hour manned operation delivered from our Operations Center in Downtown Toronto. We are experienced in transitioning and supporting 1st to ‘nth generation outsources and recognize the ‘leap of faith’ required on the part of the customer. With this in mind our aim is to as seamlessly as possible integrate with your pre-existing operations, whilst also recognizing the opportunity to implement ‘quick-wins’ to impress your users from the outset. 

We also Implement KLUECONNECT our own secure remote access portal. This can be initiated by either an access code between Kluetek staff or a pre-installed KLUECONNECT agent.

Service Features

• Enterprise-ready 24/7 service (delivered across a global customer base)
• Extensive remote support and management capabilities (99%+ remote fix)
• Highly skilled Service Desk engineers (Microsoft accredited as standard)
• Third-party supplier interaction
• Enterprise class IT Service Management system – this can be extended into your environment too
• Robust and extensive Knowledge Management process
• Evolving 1st line Line of Business (LoB) support – our Help Desk is constantly learning to ensure we can address ever more at the first point of contact

The Kluetek Difference

• Access to Service Desk ‘Pods’ and named engineers for consistency of service
• Multiple Service Desk contact mechanisms to suit your user’s varying needs, including LF Live Instant Chat
• Innovative desktop support and management processes with the ability to take a step beyond the traditional ‘remotely take over your keyboard and mouse’ approach
• A commitment to industry leading First Contact Resolution (FCR) attainment
• An underlying focus on user experience which is captured through our various methods of satisfaction polling
• A flexible and tailored approach to service design – aligning to (but not being constrained by) ITIL