Service Delivery - Service Delivery Management

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In an ever changing business environment, we need to work with a managed services partner that can offer us a flexible service that is able to adapt to the way we work allowing us to deliver a first class service to our customers.

Head of Corporate Services
HS1
Through working with Advanced 365, our ICT team can now focus on those areas of IT that add unique value to the organisation.

Virtual IT Director
AAT
By working alongside Advanced 365, we've proven that we offer an extremely successful service to our clients - a service that simply wouldn't have got off the ground without the knowledge, expertise and support of Advanced 365.

Operations Director
NLA
We first started working with Advanced 365 as a training provider training our team on JBoss technology. It was from this initial engagement that Advanced 365 quickly became a trusted advisor and key partner throughout the lifecycle of the project.

Head of Development
Siemens Financial Services Ltd
Advanced 365 has enabled Marie Curie to obtain the best value for money from its technology investment. As a charity it is critical that every '£' spent on IT offers more than a '£' back in benefit.

IT Director
Marie Curie Cancer Care
By choosing Advanced 365, we now have a robust, resilient and efficient managed IT service in place which allows Intertek's personnel to concentrate on those areas of the business which give us real competitive advantage.

CIO
Intertek
The technical support we have received from Advanced 365 has been key in allowing us to develop our new e-commerce application with Advanced 365 acting as both a trusted partner and technical consultant throughout the process.

Head of E-Commerce
RS Components
From the beginning Advanced 365 demonstrated they understood what we wanted to achieve and how technology could best be utilised to meet our needs.

Head of Information Systems
Royal Albert Hall
Our partnership with Advanced 365 creates real business value for Fixnetix and from day 1 Advanced 365 were able to demonstrate both their technical expertise in Sun technology and an in-depth understanding of how to solve our business requirements.

Chief Technology Officer
Fixnetix
As the strategic systems team for Morgan Sindall, we wanted to provide our business with the best solution possible around our key business challenges: expand business collaboration, increase efficiency and improve workflow.

Group Head of Information Systems
Morgan Sindall Plc
Advanced 365 helped us produce an online proposition that has been universally well received by consultants, employers and scheme members alike.

Vice President
Merrill Lynch Investment Managers
Advanced 365's experience and reliability has proved important in allowing Moorfields to fulfil its main role as a national centre for ophthalmic care.

IT Director
Moorfields Eye Hospital
ABS' system, coupled with Advanced 365's managed service, will provide us with a flexible solution that can adapt with the ever-changing needs of the NHS, both now and in the future.

Strategic Project Manager
Tees, Esk and Wear Valleys NHS Foundation Trust
Deploying a new infrastructure in parallel with an office move had the potential to be immensely stressful but working with an IT partner whom we could have 100% confidence in made the process so much easier.

IT Manager
Bristows

Advanced 365 believe in strong Service Delivery and Account Management to ensure that relationships are nurtured and kept on track. A typical Advanced 365 account manager has worked in the industry in excess of 5 years and brings a wealth of customer experiences to share, as well as a good technology understanding and a strong understanding of our capabilities. In addition, Project Management is also used in the initial stages, both at a Discovery and Transition phase to ensure client projects keep to time and budget and that the relationship gets off to a solid start.

A Service Delivery Manager is assigned to all clients during transition and will ensure the service is moved into operation as a live services contract. With all clients regular Service Review meetings take place, ensuring that the service is being delivered as expected and to ensure that anything that needs to be reviewed and resolved is done so in a timely manner. During these meetings monthly service reports will be provided which will outline our performance and document technology and process roadmaps. In addition quarterly contract meetings will be held between both parties.

We have found that the key to a successful relationship in IT managed services is about the client and Advanced 365 becoming a partnership rather than retaining the more formal traditional supplier, buyer model. We achieve this by entering into the contract on an open book basis where ever possible. We are very keen to be as transparent as possible since this leads to clarity and trust between clients and ourselves. All meetings involve minutes and actions, which are all time-lined as well. From an information consolidation perspective we provide all clients access to our customer portal extranet, which contains all project related documentation, as well as minutes from meetings and any other joint information. This information can be accessed by all approved resources, with secure access. Throughout the various phases of the process, (pre-sales, discovery, transition and operation) we envisage consistency within the Advanced 365 account and technical teams.

Customer Survey

We carry out a Customer Satisfaction Survey every 6-12 months. The feedback received from our clients is analysed and compiled into a report which is distributed to all key stakeholders in Advanced 365. The questionnaire results provide an insight into how customers perceive the service provided and with this information we implement changes to our processes which are rolled out across the Managed Services business.

Ongoing Management

After the successful completion of the transition process, the ongoing delivery of Advanced 365 Managed Services includes as standard the following core elements:

Formalised SLA’s for all elements of service

Dedicated Service Desk

Comprehensive infrastructure monitoring to application process levels

Formal Incident, Problem and Change Management for all elements of the service

Regular management information packs detailing service performance against SLA, system availability and operational status of infrastructure

Regular service review meetings

Formalised Continuous Service Improvement Plan (CSIP)

Dedicated Service Delivery Manager (SDM)

The above methodologies are applied to all provisioned services at all times and appropriate case studies detailing our success from the use of this service framework can be provided on request. As each Managed Service provides a unique set of requirements we are constantly working with customers to bring innovative and bespoke solutions to each. This process begins at the outset of the relationship and may relate to the design and deployment of improved technical solutions utilising the latest technical advancements such as Virtualisation and remote or innovative solutions to existing customer service provision process issues.