Support designed for trust and simplicity.

A point of contact for business IT needs, providing end user support, incident resolution and service request management. Delivered with defined SLAs, this service ensures reliable business IT operations through multi-channel access, escalation management underpinned by service reporting.

Supporting complex IT issues beyond the Service Desk. This includes advanced troubleshooting, root cause analysis, system administration and application development. Delivered under defined SLAs, Level 2–3 support ensures business critical systems remain available, productive and optimised for internal employees or external customers consuming a business service.

Fulfilment of standard IT service requests, including Moves, Adds, Changes (MACs) providing efficient, controlled execution of routine changes under defined processes and SLAs, supporting business agility and productivity for the end user.

Planned improvements to existing IT systems, applications and platforms delivering new features, functionality and optimisations. Enhancements are prioritised with the business, delivered under structured change processes and aimed at driving efficiency and scalability including end user experience uplift.

Ongoing assessment and optimisation of IT services to enhance performance, reliability and end user experience. CSI identifies opportunities through data, feedback and trend analysis for implementing incremental improvements that align IT services with evolving business needs.

End to end support for business applications ensuring stability, availability and end user productivity. This service covers incident resolution, upgrades, and maintenance, while optimising license usage, ensuring compliance and maximising return on software investments.

End to end support for business core infrastructure and platforms on a distributed or enterprise scale. This service ensures secure, reliable and scalable operations covering servers, storage, networks and aaS solutions enabling business operations, business continuity and agility for digital growth.

Protection of business data through secure, scheduled backups and rapid recovery capabilities. The service ensures data integrity, availability and resilience minimising downtime and risk in the event of system failure, cyber incidents or data loss.

Support the creation, maintenance and accessibility to a catalogue of all IT services offered, ensuring end users and stakeholders have clear visibility of available services, service levels and support options.

ITSM includes Incident (including Defect), Request, Problem and Change Management to ensure service reliability and quick resolution. Our processes are underpinned by co-design and agreed Service Levels that drive business focused outcomes and experiences.

Event and Alert Management detects and responds to issues in real time. We focus on end user productivity (business process) and system availability to ensure the Ex and Cx are optimal within the core operating hours of the business.

Performance Analysis to identify bottlenecks or inefficiencies in system performance. A key insight for Capacity Forecasting & Planning to ensure systems can meet current and future business demands.

Knowledge capture, sharing and accessibility to make information available for end users. A value based service to enable Self Help, Self Enablement and AI driven initiatives for collaboration across the business.