Mozaic-Services Limited

Service Desk Shift Left Service

This service assesses, plans and delivers a radical shift-left through a combination of improved quality and use of the knowledge base increasing 'self help', AI technology and 'virtual agents', high levels of service orchestration removing manual intervention and our Problem Management approach removing the root cause of high volume issues.

Features

  • Performed by expert Service Managment and Service Operations consultants
  • Deep industry and operational experience
  • Based on in-depth understanding of the tooling and automation possibilities
  • Uses our best practice, proven, multi-supplier and Cloud capability/process models
  • Standard methodology refined to your requirements
  • Considers your current model and tooling implementation
  • Structured/rapid approach to improving Knowledge Base and Knowledge Articles
  • Implements AI and Machine Learning solutions to automate 1st-line support
  • Automation of operational delivery workflows, removing manual deployments and fixes
  • Incident and Problem Management functions, removing causes of first-line contacts

Benefits

  • Improved customer experience through the resolution of underlying service problems
  • Improved customer experience by implementing automated service requests/incident resolutions.
  • Significant operating cost reductions through the removal of contacts
  • Improved 2nd/3rd line incident/problem resolution through AI ticket allocation
  • Highly-effective Problem Management
  • Provision of management insight though the improvement of service data/reporting.

Pricing

£380 a person a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 9 7 8 7 7 7 6 9 0 2 1 8 6 7

Contact

Mozaic-Services Limited Aileen Coull
Telephone: +44 203 709 1625
Email: aileen.coull@mozaic.net

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Execution of the plan to deliver the automation opportunities is an integral element of this service.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Quality Assurance and performance testing of any planned tooling required to deliver the automation is included

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We are able to provide ongoing tooling, automation, process improvement and Problem Management capabilities.

Service scope

Service constraints
Our service does not have any constraints.

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
N/A

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£380 a person a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.