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
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