IT Lab Limited

Service Management, Solution Integration and Management with ServiceNow

IT Lab will act as an agent of clients to provide federated service brokerage, technical integration, ITIL based process integration and business engagement; alongside having specialist skills and wide ranging capability in the delivery of support services, tooling, ticket management and user support for small organisations and large enterprises.

Features

  • Provide overarching management of cloud services and on premise services
  • Client specific dashboard and multi-supplier metrics
  • Cross functional and cross supplier reporting and management information
  • Support supplier selection and contracting with future suppliers
  • Business case assessment, review and development
  • Assessment, recommendation and implementation of applications, technologies and services
  • Migration and transition of services, both new and legacy systems
  • Change and transition planning and delivery
  • ServiceNow support, configuration and management
  • ITIL Service Management, Incident, Problem, Change using ServiceNow

Benefits

  • Specialist support provider, invested in delivering high quality, tailored services
  • Cross service provider service management and multi supplier collaboration
  • Receive supplier agnostic management
  • Receive integrated management and service desk
  • Gain flexible service management and service desk support
  • Expert service brokerage, integration and management
  • Cross supplier tooling and ticket management
  • ITIL Service Management, Incident, Problem, Change using ServiceNow
  • ServiceNow operational excellence in Service Management and ITIL processes

Pricing

£550 per person per day

Service documents

Framework

G-Cloud 11

Service ID

1 6 9 6 9 1 2 8 0 7 3 6 1 0 4

Contact

IT Lab Limited

Michael Bateman

020 7030 3333

MBateman@itlab.com

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security audit services
  • Other
Other security services
  • Enterprise Mobility + Security consulting
  • Microsoft Cloud Security consulting

Ongoing support

Ongoing support
Ongoing support service No

Service scope

Service scope
Service constraints None.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Depends on the priority of the ticket. Initial responses are tied into our response SLAs, however response times for general questions are not targeted. Response times at weekends will depend on whether weekend support is taken up.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Support levels IT Lab's 24/7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place. We also provide a Remote Help Desk service and Out of Hours service.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £550 per person per day
Discount for educational organisations No

Service documents

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