Have you ever wondered what IT support looks like, what it covers, and how is it organized? Why is it important for sustainability and efficiency of your company? Do cloud or security-based projects and development of business solutions really end on a specific date?
As recognized experts in cloud business management, security and enterprise solutions, Span's professionals see a broader business picture and base maintenance services on this viewpoint. Therefore, Solution and Service Management (SSM) department is the backbone of IT support services.
Span offers a rich portfolio of services and products in the domain of information technologies:
Solution and Service Management integrates varied know-how from these areas of expertise and responds to all infrastructure requirements of contracted services and products. This means that Solution and Service Management is the fifth item in a comprehensive portfolio of services and products.
Learn how Span's engineers maintain customer systems and eliminate faults, monitor and proactively manage all IT challenges, often without you even noticing.
“We always say that our main goal is customers satisfaction what sounds very simple. However, behind the scenes it is far more complicated with all roles (technical and non-technical) that are working hard to achieve the goal following many but clearly defined processes. Year after year our operational excellence proved us as one of the top service providers with focus on Security and Cloud’’, Trpimir Kutle, Solution and Service Management Director
Let’s take a closer look at the latest technologies – who’s behind Span's 24x7 support?
Key to success is knowing as many evolving technologies as possible, while keeping up with latest developments. Customers should get access to the best and latest proven solutions.
When new technologies (based on Microsoft technologies) are released, Span's engineers are the first to master them. They implement, test and improve these technologies internally, on their systems, so that they can give recommendations to customers and ensure trouble-free implementation.
IT support is firmly based on certified employees and continuous development of their competencies. Resources are invested in the education of experts who are familiar with the broader picture of customer's business operations across almost all industries. That makes a difference.
The goal of IT infrastructure support is to alleviate the burden from customers by ensuring that they don’t have to know every little detail about the infrastructure and to respond to every challenge. This is the task of Span's army of engineers who use their knowledge to solve complex day-to-day challenges. Is there anything they don't know? Absolutely, however the figures show they successful master new technologies in record time.
“You’ve handled the incident before we’ve even noticed it”
24x7 IT support is provided in compliance with ITSM, ISO 20 000 and ITIL standards. Proactivity is predefined by these processes – customers’ systems are actively monitored with a close eye on all changes that may occur, and that’s how unnecessary and unforeseen incidents are mitigated.
More work in the beginning means fewer incidents in the future. Systems focused on improvements on a technical and process levels are built from the ground up.
Process level is extremely important as it helps foster a productive relationship with the customer. Resolving simple requests and changes on a lower level is prioritized, as it means spending less time and customer's resources.
Technical level is based on best practices – systems are implemented and custom-tailored for individual customers.
Defined processes and procedures ensure that customers’ incidents are resolved as soon as possible, and that the most frequent feedback from customers is a satisfying – “You’ve handled the incident before we’ve even noticed it”.
“Span Solution and Service Management (SSM) division provides active Service management and support for the infrastructure services for Span Customers.
In a nutshell, that means we provide support for Customer’s active IT services, taking care of their daily operations, monitoring service health and making sure everything is running smoothly at all times (24x7), so that the Business services of Span customers are working as expected.
As an added value, we also make sure there are active and optimized processes utilized and aligned, so that the Customers see Span as a partner and a part of “their team”, and that they feel comfortable with talking with us about every need they might have’’, Ivan Loborec, Service Delivery Team Leader
Who needs 24x7 IT Support?
Span is the first company in Croatia to establish a Service Desk department with engineers that monitor and analyse customers’ systems and respond to their requests and incidents 24/24, 365 days a year. Sustainability of this complex business model is the reason why Span is one of the few companies that still provides this type of infrastructure services. IT Support involves more than 200 engineers divided into several teams, with one such team being the Service Desk department with more than 70 engineers responding to even the most complex customer requests working in shifts around the clock. Architects and developers are joining the process of resolving specific customer requests.
Service Desk is considered a 2-level support, meaning that all communication flows between customer's IT experts and Span's engineers.
24x7 IT Support is used by companies with several hundred thousand employees, as well as companies with only a dozen employees, which is possible by adapting and applying best practices in large and small, complex and less complex systems.
Service Desk department is the central communication point. This ensures a perfect balance between processes, resolving incidents and mitigating communication barriers between customers and assigned engineers.
Sharing knowledge with customers
In addition to procedures and thoroughness, efficiency is another extremely important factor in stacking little pieces of infrastructure. Resolving customers’ incidents goes hand in hand with transparency – how challenges are addressed. Key is to avoid repeating unnecessary actions and learning from experience. Operating principle dictates that both sides have to know the solution to each incident. Why is that? This helps nurture trust and relationships with customers, and expands the pool of knowledge, especially when it comes to simpler requests.
24x7 Support places special emphasis on building a comprehensive view of the entire system:
- What was customer’s infrastructure like before Span’s support?
- What have Span’s engineers implemented to improve the existing system or create a new one?
- How do we maintain proper functioning of such systems?
Main benefits of IT Support
Building an entire infrastructure from scratch is an extremely complex process which, indubitably, depends on customer's requirements.
Here are the main benefits provided by IT Support after the infrastructure has been implemented:
- Saves time and resources
- Mitigates risk and improves efficiency
- Grows customers’ business opportunities thanks to expert guidance provided by engineers
By collaborating with the 24x7 team, customers no longer have to spend time and resources solving problems and maintaining operational stability.
Span’s teams are certified for eliminating all risks and problems faced by customers in their day-to-day business activities – based on ITSM Best Practices.
In addition to eliminating risks and proactively responding to challenges presented by your IT infrastructure, our experts will also advise you on how to improve business processes and technical performance.
What’s the difference between 24x7 IT Support and traditional IT Help Desk?
Span's 24x7 IT Support provides assistance to customer’s internal IT team, which is significantly different compared to the standard support role like a typical call centre for end users, which is not part of Span's domain.
When customer’s IT team cannot respond to complex requirements of their systems, this task is assumed by IT Support at Span.
Working environment of a 24x7 team
More than 70 engineers are making sure that Service Desk successfully handles all infrastructure-related requests sent by customers on all continents – 24x7
Large customers and projects requirea well-coordinated and established team that fosters a culture of exponential knowledge-sharing. Caring for employees is the same as caring for customers.
Balance can only be achieved by hiring experts and building a network based on knowledge, information and experience.
These are just some of our customers with whom we’ve built trustful long-term partnerships.
Establishing stable systems that support day-to-day business operations of customers
Long-term stability of any company largely depends on a well-established IT infrastructure. Beating heart of Span's support are stable and secure systems that give customers piece of mind to focus on their business goals.
The goal of Span's 24x7 Support is to ensure stability of systems that support day-to-day operations of customers with minimal disruptions.
Subscribe here to our 24x7 Support Services News!
Contact: Serghei Smigaliov, Country Manager Span Moldova
Phone: +373 79 222 555
E-mail: serghei.smigaliov@span.eu
News 
