Service Delivery Management
BSG believes in strong Service Delivery and Account Management to ensure that relationships are nurtured and kept on track. A typical BSG Account Manager has worked for BSG in excess of 5 years and brings a wealth of customer experiences to share, as well as a good technology understanding and a strong understanding of the BSG’s capabilities. In addition, Project Management is also used in the initial stages, both at a Discovery and Transition phase to ensure client projects keep to time and budget and that the relationship gets off to a solid start.
A Service Delivery Manager is assigned to all clients during transition and will ensure the service is moved into operation as a live services contract. With all clients regular Service Review meetings take place, ensuring that the service is being delivered as expected and to ensure that anything that needs to be reviewed and resolved is done so in a timely manner. During these meetings monthly service reports will be provided which will outline BSG’s performance and document technology and process roadmaps. In addition quarterly contract meetings will be held between both parties.
BSG has found that the key to a successful relationship in IT managed services is about the client and BSG becoming a partnership rather than retaining the more formal traditional supplier, buyer model. BSG achieves this by entering into the contract on an open book basis where ever possible. BSG is very keen to be as transparent as possible since this leads to clarity and trust between clients and BSG. All meetings involve minutes and actions, which are all time-lined as well. From an information consolidation perspective BSG provides all clients access to our customer portal extranet, which contains all project related documentation, as well as minutes from meetings and any other joint information. This information can be accessed by all approved resources, with secure access. Throughout the various phases of the process, (pre-sales, discovery, transition and operation) BSG envisage consistency within the BSG account and technical teams.
Customer Survey
BSG carry out a Customer Satisfaction Survey every 6-12 months. The feedback received from our clients is analysed and compiled into a report which is distributed to all key stakeholders in BSG. The questionnaire results provide an insight into how customers perceive the service BSG provide and with this information we implement changes to our processes which are rolled out across the Managed Services business.
Ongoing Management
After the successful completion of the transition process, the ongoing delivery of BSG Managed Services includes as standard the following core elements:
- Formalised SLA’s for all elements of service
- Dedicated Service Desk
- Comprehensive infrastructure monitoring to application process levels
- Formal Incident, Problem and Change Management for all elements of the service
- Regular management information packs detailing service performance against SLA, system availability and operational status of infrastructure
- Regular service review meetings
- Formalised Coninuous Service Improvement Plan (CSIP)
- Dedicated Service Delivery Manager (SDM)
The above methodologies are applied to all provisioned services at all times and appropriate case studies detailing BSG success from the use of this service framework can be provided on request. As each Managed Service provides a unique set of requirements BSG is constantly working with its customers to bring innovative and bespoke solutions to each. This process begins at the outset of the relationship and may relate to the design and deployment of improved technical solutions utilising the latest technical advancements such as Virtualisation and remote or innovative solutions to existing customer service provision process issues.