Overview 

Applicable’s Service Desk delivers 24-hour-a-day, 365-day-a-year technical support. We deploy a "shrink-to-fit" methodology to ensure that the service offering is a best fit for both your required service and budget. Support contracts can take many forms:

> Monthly contracted services for both reactive and proactive support
> Pay As You Go "reactive" support
> Incident Based Support (reactive and proactive).

Based upon ITIL® standards, your messaging and collaboration infrastructure benefits from a comprehensive, consistent, and coherent framework for IT service management across three critical processes:

> Incident management: to detect and restore interruptions to service
> Problem management: to identify root causes of Incidents, where possible, and provide recommendations for prevention
> Change management: to manage the approval, build, test, and implementation phases to reduce undesired effects

Incident Management:
The objective of incident management within ITIL is to restore normal operations as quickly as possible with the least possible effect on either the business or the user. Incidents may match known errors (previously identified root causes) or existing problems (unidentified root causes) under the control of problem management. Where existing workarounds have been developed, a quick first-line fix may be recommended as a first course of action. If an incident is not caused by an existing known error, it may require problem management and possibly a new problem record. Applicable’s processes within incident management typically involve:

> Incident detection and recording
> Classification and initial support
> Investigation and diagnosis
> Resolution and recovery
> Incident closure
> Incident ownership, monitoring, tracking, and communication

Problem Management
Where an incident’s cause is not known, Applicable’s Support Services offer a comprehensive set of procedures within problem management identify the root cause of the incident and possibly prevent the recurrence of incidents related to these errors. Applicable’s Support Services processes within problem management typically involve:

> Providing problem control
> Providing error control
> Proactively identifying problems
> Conducting major problem reviews
> Providing management information about problem management quality and operations.

Change Management
Changes in IT infrastructure are necessary for several reasons. An organisation may seek improved efficiency and effectiveness in its network to take advantage of business opportunities, for example. Changes may also be required in response to known incidents and problems.

Key Benefits

> 24x7 management to resolution, including tracking, escalation, and third-party escalation
> Remote problem resolution
> Monthly fault, configuration, and performance reports
> Quarterly service reviews

Applicable have the capability to use our remote management tools on your multi-vendor messaging environment from our NOC's in the UK and Australia to drive real efficiencies and saving into your estate.