Technology Services
The value of a platform is decided in the years after go-live.
A launch is a good day. The real test comes in the months that follow, when users find the gaps, the vendor ships new versions and the business asks for changes. Our certified teams stay to handle that work, against service levels we agree with you before support begins.
Support tends to fade when the project team leaves.
When an implementation closes, the people who configured the platform move on, and much of what they knew goes with them. Tickets sit in a queue with no clear owner. The same fault comes back every few weeks under a new number. A request to add a field to a form waits behind the next large program, and the upgrade everyone agreed to do last year is still on the list when vendor support runs out.
We set support up so that every request has an owner and every recurring fault gets investigated until the cause is gone. Your business owners can see what has been asked for, what is being worked on and what has shipped.
What post-implementation support covers.
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A tiered service desk in your ITSM
First, second and third line support working inside your own service management platform, such as ServiceNow. Your users raise requests the way they already do, and every ticket stays in your records, not ours.
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Incident and problem management
Incidents are worked to the priorities we agreed. When the same kind of incident appears more than once, we open a problem record, trace the cause and close the record only after the fix has held in production.
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A backlog of small enhancements
New reports, form changes, workflow adjustments. We keep these in one backlog, review it with your process owners and release in a regular cycle, so small requests stop waiting for large projects.
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Upgrades and patches
We track the vendor’s release calendar, test each version in a non-production environment first and plan the change window with your team. Security patches follow a faster path of their own.
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Knowledge and service reviews
Each resolved case adds to a shared knowledge base. Once a month we sit down with you to go through ticket trends, service level performance, open problems and the next set of enhancements.
How we set support up and run it.
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Handover from the project
We take over from the implementation and hypercare teams through a formal handover of configuration notes, run books and open issues, with both teams in the room.
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Service levels in writing
Before support starts, we agree priorities, response and resolution targets and the reports you will receive, and write them into the service description.
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Day-to-day running
Tickets flow through your ITSM. Each week we look at what came in and why, and pick the recurring causes worth removing first.
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Building your team’s hand
Your staff work cases alongside ours. Over time they take the first and second line, and we keep the specialist work for as long as you need it.
What changes once support is in place.
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Fewer repeat faults
Problems are closed at the cause, so the same tickets stop coming back.
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A supported version
Upgrades happen on a plan, and the platform stays inside vendor support.
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Requests that move
Small changes reach users in weeks, through a backlog everyone can see.
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A record of performance
Monthly reviews show service levels against target, so decisions rest on the record.
Delivered on
Work with us
Bring us the hardest decision on your agenda.
Start with the outcome you need and what stands in its way. Your first conversation will be with someone senior enough to shape the answer.