Open Access’ IT Service Management (ITSM) makes use of state of the art technology, driven by best practices and IT governance frameworks to deliver IT management, IT functionality and all required support activities. Our ITSM is committed to achieving and maintaining service delivery excellence throughout each Services’ lifecycle, whilst ensuring everything we provide continuously integrates with the needs of your business.
All of your calls to our Open Access Service Desk are managed by means of formal incident management procedures. This ensures all incidents are managed in a standard and consistent way. Flexibility to cope with calls is provided by means of predetermined call impact codes. These cover a range of differing types of incidents, based on the degree of impact to your business activity. The contracted Service Level Agreement (SLA) agreed with you will detail the range of these call impact codes.