SERVICE MANAGEMENT

CLOUD GATEWAY IS DELIVERED AS A FULLY MANAGED SERVICE WHERE CUSTOMER SATISFACTION IS AT THE HEART OF EVERYTHING WE DO.

At Cloud Gateway we firmly believe that effective Service Management is fundamental to maintaining lasting and valued relationships with our customers and partners. Our Service Management Model provides a unique, state of the art support framework that is tailored to the specific requirements of your business. We utilise the latest VeriSM guidelines, combining cutting edge DevOps methods with tried and trusted ITIL support practices, to deliver reliability and transparency to your operations in an agile way.

Cloud Gateway is fully managed by a specialist team of experienced, industry experts and underpinned by a bespoke SLA measuring the success criteria most important to your business. Your dedicated Service Account Manager will work closely with the Transition team to ensure smooth on-boarding, whilst also coordinating with the Service Desk, once BaU support commences to ensure timely resolution of incidents, requests and all other Service related issues.

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    DEDICATED TELEPHONE AND PORTAL SUPPORT

    Using the leading industry Service Management tool, ServiceNow, we can fully integrate with your own Service Management platform via the Cloud Gateway Portal. From here you can log and respond to incidents and service requests.

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    WE EMPLOY DEVOPS AND AGILE TECHNIQUES

    To rapidly design, develop, deploy and test solutions tailored specifically to your business requirements.

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    A FAST ON-BOARDING PROCESS

    Enables rapid provision and implementation of new functionality and features so your business can begin reaping the benefits of Cloud Gateway without delay.

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    YOUR OWN DEDICATED SERVICE ACCOUNT MANAGER

    Is on hand to ensure the service levels agreed in the SLA are fulfilled, supported by specialist support staff with SMEs in VeriSM, ITIL and other frameworks, as well as Cloud and network technologies.

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    TAILORED, MEANINGFUL AND ‘SMART’ SERVICE LEVEL AGREEMENTS

    That measure the things most important to your business, ensuring you get accurate, trustworthy performance data and analytics for internal reviews and reporting.

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    A RESPONSIVE CHANGE AND RELEASE MANAGEMENT PROCESS

    Aligned to your business requirements. Standard change models, maintenance windows and CAB attendance are all coordinated inline with your business cycle.

View solution brief
THE CLOUD GATEWAY SUPPORT MODEL
The Cloud Gateway Support Model is a state of the art VeriSM based approach to Service Management, managed by our experienced and passionate Service and Helpdesk teams. See below for a visual representation of how these different components fit together.
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GET IN TOUCH

For more information on laying the foundation for your journey to the cloud contact us below.