Service Management
SLA and Contract Management
Monitor the performance of your IT infrastructure and that of your service provision, through SLAs. Multiple contract types. Multiple contracts per client. Multiple contracts on the IT infrastructure (of a client). Per contact, multiple activity types and tariffs. This enormous flexibility remains manageable. Ensure optimum employee and customer satisfaction through the 24/7 standby functionality of Gensys.
Service Level Management
Monitor the performance of your IT infrastructure and that of your services, through SLAs. Define multiple SLAs because (internal) clients do not have the same requirements. This stays manageable because Gensys takes care of controlling the IT management tasks. Ticket information is augmented automatically with the reaction, escalation resolution times for the relevant SLA. The SLA contains the norms for, among others, each ‘severity’, ‘service window’ and the availability and performance KPIs.
Contract Management
Multiple contract types. Multiple contracts per client. Multiple contracts on the IT infrastructure (of a client). Per contact, multiple activity types and tariffs. This huge degree of flexibility lets you meet the wishes of your (internal) clients. Gensys keeps this flexibility manageable and checks which contract the activity is covered by, whether it’s a subsequent calculation or fixed-price contract, whether the use must be charged to a prepaid contract, etc.
24/7 and standby
Ensure optimum employee and customer satisfaction through the 24/7 standby functionality. If your IT management department is unmanned, then notifications requiring action in accordance with the SLA, are forwarded to the available and scheduled standby staff-member(s) with the relevant ‘skill’ and the appropriate rights. Change a scheduled stand-by service yourself? No problem and no permission is needed from others, e.g. managers. Easily ‘dispatch’ the stand-by service to a colleague, of course with permission. Drawing a service to you is also possible, i.e. a ‘takeover’. A takeover or dispatch is accompanied by the rights of the original employee.
Learn what it means to really be in total control. Read the brochure.
“Significant savings are made by billing IT resources”
Frank van Gemerden, Team Manager of the IT Department