Managed IT Services
IT Support Services: Smooth IT Workflows, Satisfied Users
WHAT YOU GET WITH IT SUPPORT SERVICES
Multi-tier incident resolution pipeline:
- L1. A user support team.
- L2. A technical support team.
- L3. A team of software engineers.
Detailed descriptions of the IT infrastructure and operating procedures
- SOPs for ticket resolution, change and incident management, CI/CD flows.
- Network maps.
- Configuration management database.
- Infrastructure improvement plan.
Self-service training materials for users:
- Knowledge base articles.
- FAQs.
- User manuals.
User satisfaction and adoption improvements:
- UX testing/monitoring.
- Surveys and user experience studies with CSAT improvement plans based on their results.
Regulatory compliance assessments.
- IT environment benchmarking against PCI DSS, HIPAA, etc.
- Compliance gap mitigation plans.
Regular and transparent reporting
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security assessment reports.
- Incident reports with root cause analysis
SCOPE OF IT COMPONENTS WE TACKLE
WHY CHOOSE CODEBYTE
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10 years of experience in information technology. |
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7-years experience in help desk and application support. |
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10 years of experience in ITIL-compliant IT service management. |
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Microsoft Gold Partner, AWS Select Consulting Partner, IBM Business Partner. |
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10+ employees on board. |
COMPETITIVE TRAITS OF SCIENCESOFT’S IT SUPPORT SERVICES
Feasibility analysis of IT support projects
Before we take up your app or infrastructure support, we analyze TCO and ROI of supported assets and assess how far these financial estimates will be improved after we commence the support.
Result-oriented service and transparent reporting
Our IT support activities and service quality are reflected in regular reports with clear metrics for strict compliance with service level objectives. In our support projects, we use the following KPIs:
- Change requests implemented.
- Change requests waiting in the backlog.
- Satisfaction of key stakeholders.
Long-term collaboration
We believe that long-term IT support is mutually beneficial for a customer and a service provider, as a longer service term means fewer transition periods and integration phases for the customer and well-tailored working routines for the support team.
Case Study
We will help you to optimize the running costs of your IT department
Our IT services converge business and technology experts to help to manage business processes of all categories.
Full IT Support
Comprehensive support of your IT infrastructure, including:
- IT help desk.
- Network Operations Center.
- Software support.
Application Support
L1, L2, L3 support of your cloud or on-premises application, including:
- Monitoring, testing, code reviews.
- Configuring, hot fixes, code changes.
- Cloud consumption optimization.
- User satisfaction rate management.
- Regular reporting.
Network Operations Center
Preventive monitoring of IT network with L2, L3 support.
- NOC setup and introduction of efficient workflows and policies.
- 24×7 network monitoring, health checks, incident resolution.
- Regular reporting.
IT Help Desk
L1, L2, L3 support for enterprises, software companies and MSPs.
- Introduction of efficient SOPs and ITSM processes.
- Resolution of reported incidents.
- User satisfaction rate management.
- Knowledge base maintenance.
- Regular reporting.