Networks First has adopted ITIL best practice to help ensure it effectively manages its service delivery operations and maintains a high quality, customer focused professional support service. This in turn leads to a strong relationship between Networks First, its partners and their end user customers.
We provide our partners and their customers with a single point of contact for all service related issues to be reported on a centralised, skilled Service Desk.
Performance and management of the Service Desk is key to ensuring quality is maintained. Customers are contacted after resolution and prior to closure to ensure satisfaction and this is generally followed up with a quality questionnaire.
To enable Networks First to manage each incident, the Service Desk will clarify the incident type with the customer in order to establish the priority with regard to business impact and urgency.
The Service Desk can then use its knowledgebase to ascertain if the incident is a known error. In all cases the Service Desk will manage the incident through to resolution.
ISO 9001
Networks First have passed ISO 9001 twice, both times with first time passes and without any non compliances. Only 10% - 20% of all audits achieve first time pass status
At all stages the partner and customer are kept aware of the incident progress through regular updates and should the customer be dissatisfied, Networks First has a robust escalation process for both functional and hierarchical issues. Networks First has realised many benefits from adopting ITIL best practice and plans to implement a continuous program of training, assessments and improvement.
