FORGOT YOUR DETAILS?

B-Logic

REACT Services

Fast and effective IT Managed Service for all IT related incidents, requests and problems. Our aim is to achieve the fastest and most effective resolution of tickets possible.

Service Desk

The Service Desk is the single point of contact for all service-related requirements. It's also the focal point of our remote end-user support services. Using our Service Desk as a front-end to the IT Support functions is critical for several reasons. These include:

  • Provision of a formalised, simple and seamless process
  • Coordination of activities
  • Management reporting on usage and throughput statistics
  • Assignment of the correct resource to a problem
  • Performance management.

Irrespective of the nature of their IT problem, clients can dial a single local number that will be answered by the B-Logic Service Desk. From that moment, B-Logic will manage the user’s call through to its resolution. The clients may also log a call via email, which is often a more efficient way of gathering technical details such as screenshots or error messages. Our support email is helpdesk@b-logic.co.za.

All calls are logged using the leading cloud-based professional service automation toolset from Connectwise. This product offers many benefits including call life-cycle management, fast/intuitive call logging, service level agreement escalation and notification/reporting facilities. The call logging service operates 24 hours per day. Call management processes operate from 07h00 to 18h00 daily, excluding weekends and public holidays. Although, they can be tailored via the service level agreement (SLA) to work within your business hours.

All calls/tickets are logged by the B-Logic Service Desk, irrespective of who will be responding. The reasons for this include:

  • Provision of a single point of contact for the user
  • Ability to provide management statistics covering all IT-related calls.

All calls are automatically allocated a unique number. All details as presented by the user will be recorded. The call will then be allocated to the most appropriate support team member. If a ‘first line fix’ cannot be put into action, a second line support technician will contact the user. The second line support technician will then carry out the problem-solving process.

Whilst this is happening, the B-Logic Service Desk will be monitoring the call. This is to ensure that any agreed service levels are being adhered to. Such monitoring will extend to the full lifecycle of the ticket, regardless who the resolver may be. Clients can request B-Logic to configure appropriate severity levels and service categories. All calls will be assigned and monitored accordingly.

Once a call is resolved between the resolver and the user, B-Logic provides a ‘Customer Care’ service. This is whereby the B-Logic Service Desk will contact the user to ensure they are satisfied with the resolution. If necessary, the Service Desk will re-open the call. Calls that are determined to require third-party involvement will still be managed by B-Logic. Examples of such third-party involvement include a specialist software provider, ISP or hardware-related call. In these instances, the call is tracked against any service level agreements B-Logic already has in place with these third party vendors. B-Logic actively monitors all outstanding issues and resolves them on the customer’s behalf. A monthly report will be supplied to the client’s management, detailing various Service Desk statistics.

First Line Support

All tickets/issues/calls or problems are received by our team of first line support technicians. This team works under the discipline of the Service Desk and is coordinated by the Service Coordination Function. The first line team have 30 minutes to resolve an issue. After this, they move the issue to the second line support team.

Second Line Support

The second line support team receives an issue directly, depending on its severity level. Under normal circumstances, the second line team will work on an issue or problem for 60 minutes. If a resolution is not imminent, then the second line support technician will move the issue to the next level.

Third Line Support

The buck stops here. The REACT team has a third line support function and is given 210 minutes to resolve. If they need help, then the CTO’s office and the Senior Technologist get involved. If vendor support is required, this is where we manage the vendor escalation. Very few companies have our ability to handle the tough problems that do happen, but we can.

Field Support Services

This is the mobile element of the command centre. The field service technicians are our road warriors and provide services on the client sites. The technicians do as they are directed and scheduled by the Service Desk. These technicians are multi-skilled & all have many years of end-user support experience behind them.

Onsite Resources

These resources are dictated to client sites, be it for a day, a week or full time. Onsite resources are an extension of the Command Centre onto the client site. They also work directly under the control of the Service Desk. All Service Desk processes apply to onsite support technicians.

Contracted Resources

Contracted resources work directly for the client. The client manages the day-to-day workload and tasks the contracted resources accordingly. Contracted resources do not use the B-Logic Service Desk.

After Hour Support

The B-Logic Command Centre is manned between 07:00 and 18:00 on work days. After that, we switch to a standby service. This standby service is for emergencies and is manned by our most experienced support technicians.

Contact us today and find out how we can make a difference.

B-Logic

REACT Service
Management

“To ensure that standardised methods and procedures are used for efficient and prompt handling of all changes and incidents.”

The How of our Services

All calls to the B-Logic Service Desk is managed by means of formal incident management procedures. This means that all incidents are managed in a standard and consistent way. Flexibility to cope with a user’s needs is provided by means of call impact codes. B-Logic will agree with the client on a range of call impact codes. This will be appropriate for different types of incidents, based on the impact of the incident on the user’s business activity. This agreement will be incorporated in the contracted Service Level Agreement (SLA). The Service Desk is then responsible for managing the incident escalation process. This is done through on-going monitoring of outstanding calls, dependent on the call impact code or fault category. Incidents are managed and recorded through the use of a unique call reference number. It is then used to track/manage the incident as it is transferred between various internal/external specialist support groups. The user placing the call is supplied with this number by the Service Desk. Client users will be given a single telephone number to call and log incidents, change requests and any other user requirement for which the Service Desk may have responsibility. In the event of an outage, communication is maintained through the use of e-mails, fax and telephone messages. The most appropriate means of communication depends on the outage at the time. Communication means and processes will follow a set of procedures agreed by both parties. Client's staff are given access to the Service Desk, either directly or through a web front-end.

Problem Management is invoked for those calls placed for many similar incidents which are recognised as trends. These calls are actioned as problems. In this case, it is necessary to investigate the underlying cause and possibility of workarounds.  This is managed by a nominated Service Desk Problem Manager. Their responsibility is to escalate and ensure an expedient resolution is achieved. The escalation process is an important, contractually negotiated topic in a managed services contract. It ensures that both parties to a contract have a formal means of identifying and agreeing on call priorities. It's the route by which key members of staff are notified when incidents occur which may require their attention.
Impact codes are assigned to an incident based upon the impact the incident has on the customer's business.  They are used to prioritise incidents, gain the correct focus and to set target times for incident resolution. The Service Desk will jointly assess and agree with the user the business impact at the time a call is placed. An appropriate impact code will then be allocated to the call. The impact code may change, up or down, as more information is gathered. Changes to impact codes should only take place in exceptional circumstances, dependent on changing business circumstances. They are to be authorised by the Service Desk first, too. There are normally four codes, each having an initial target recovery time within which a call should be resolved.

The B-Logic change management process allows for a degree of flexibility for implementing each customer’s change management requirements. This typically gets discussed during the transition process and agreed prior to service commencement. We recognise that within any service contract, there are two significantly different implementations of change management. The first is that of managing day-to-day changes required to deliver the existing service. For example, the installation of a new server or software package.  The second covers changes to the contract. For example, additional or reduced services that may affect the scope and price of the service. Both types of change are catered for by B-Logic but each may have its own process. When managing and implementing change, we adhere to the industry recognised ITIL guidelines, which lists the goal of change management as:
“To ensure that standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of any related incidents upon service.”

TOP