Effective and efficient service and support in line with ITIL
For us, the most important thing is to meet the needs of our customers. It is our constant aim to improve our service in order to anticipate – and even to exceed – the expectations of our customers. Providing the highest possible level of service support allow us with confidence to give guarantees of quality and customer satisfaction and to build up long-term customer relationships founded on trust and integrity.
Our ultimate aim is to provide user satisfaction and to resolve errors as quickly as is humanly possible in order to keep any negative effects on the business process to the absolute minimum.
Our local service desks have an important role to play here. Thanks to our contact points in Europe, USA and Asia we are in a position to respond appropriately to the cultural and linguistic differences between our customers. Our support teams are located across different time zones, with the effect that they are available practically around the clock.
Our service desk technologies are, on the other hand, centrally set up, enabling us to keep track of and monitor errors centrally. IT field service management and service level management will profit from this.
Service-Support (in line with ITIL)
It is the task of service support to support IT services at the operational level.
OPUS here offers you the following service support components:
- Service desk
- Incident management
- Problem management
- Configuration management
- Change management
- Release management
Our incident management ranges from the user help desk (single point of contact – SPOC) via first level support all the way up to third level support or, if necessary, development. We will of course be happy to offer you strategic and tactical support as well.