Service Delivery Management

OCSL-MS provides each client with Service Delivery Management as part of every contract.

Each client has a Service Delivery Manager who will act as the single point of contact for all matters relating to the service. Part of the role will be to understand your business and associated IT needs, which in turn will enable best practice to be continually driven and to ensure service levels are met/exceeded.

Every month a service report will be produced and delivered in a face to face meeting which will cover the following points as a minimum:

• Executive Summary
• Calls Logged, Closed and Open
• Changes Implemented/Outstanding
• Planned and Unplanned Outages
• Service Metrics – availability, capacity and performance of assets managed and/or monitored
• Service Improvement

The aim of the Service Delivery role is to provide each customer with visibility of the service we provide in addition to information that will enable organisations to maximise the business capabilities of the environments we host and manage on your behalf.

Technical resource will be engaged in the review process as deemed appropriate to each meeting and monthly activity that has been seen and where improvements are being proposed.