One Partner

Responsive Services (L1)

The PB Tech acts as the single point of contact for all incoming communications, whether via phone, email, portal or chat. Each channel is underpinned by service Level Agreement (SLA) that drives our approach to delivering consistent quality in our response. Initial troubleshooting is undertaken and a 65% First Touch Resolution is our target.

Ticket Management

All tickets are managed throughout the lifecycle in IT Service Management toolset. Ticket prioritisation, classification, next steps, statuses, all notes and resolutions are all captured throughout the ticket lifecycle. Every point is of utmost important is our philosophy in regards data capture throughout the ticket lifecycle.

Resolve Services (L2)

If level 1 is unable to resolve the ticket at first touch, the ticket is esculated to our experienced Level 2 team. We aim to have Level 2 working on the ticket within 4 hours of esculation, ensuring that each ticket progresses in a consistent and predictable manner.

Service Request Fulfilment

A service request is defined by ITIL as "A Service Request is a user request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure) or for access to an IT service." Examples of a standard request is a password reset, folder mapping, provision of an application or mapping of a printer.

Service Request fulfilment typically comprises about 50% of all service tickets and PB Technologies focuses on this key end-user function with purpouse intent including automation where possible, documented procedures, a focus on security and authorisation and classification.

Incident Resolution

ITIL defines an incident as “An unplanned interruption to an IT Service or reduction in the quality of an IT service”. Incidents reduce or stop individual and organizational productivity. PB Tech follows a prescribed Incident Management process in incident resolution and critical call management for Priority 1 and Priority 2 incidents. Our methodology is designed to keep downtime to the minimum possible duration.

Problem Management

Problem Management is a foundation process for PB Tech management services and sits firmly in the centre of our Constant Service Improvement approach to service delivery. Proactive Problem Management if the process of identifying root causes to problems in your IT environment through the gathering then trending of ticketing data captured over any given period. This process is reliant on accurate data capture and is in underpinned by our philosophy that ‘every data point is vital’.

Change Management

The purpose of Change Management according to ITSM “is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.” PB Tech supports ‘steady-state’ IT environments and understands the importance of tracking every change that changes that steady state. PB Tech.

Continual Service Improvement

Continual Service Improvement (CSI) uses a metrics-driven approach to identifying opportunities for improvement and to measure the impact of improvement efforts. PB Tech takes a structured approach to CSI, utilizing trending information gathered from Proactive Problem Management, root-cause analysis from Reactive Problem Management and trending alerts via Event Management. The customer will regularly be presented with information relating to where improvements can be made, while PB Tech will continuously use this information to ‘turn the screws’ on its delivery.

Lights-on Infrastructure Maintenance and Management

PB Tech LIMMS is all about undertaking the ground work ‘under the hood’ of your infrastructure and client devices to ensure they are securely patched, firmware is up to date (where required) and key exceptions monitored for proactive remediation of potential or actual incidents. It is PB Tech job to keep the ‘lights on’ with your infrastructure and when things do break, we will be working to quickly remediate. Obviously, however, we keep the likelihood of this happening to an absolute minimum through keeping your technology up to agreed update levels, and core processes such as robust Problem and Change Management and Continual Service Improvement identifying potential points of failure.

Governance

PB Tech places a great deal of emphasis on contractual governance to ensure that our delivery to the contract is transparent and regularly formally reported upon. One Partner customers have a Service Delivery Manager (SDM) who is the key delivery contact in the engagement. The SDM ensures contractual deliverables are being met, you have a consistent sounding board and ‘eyes and ears’ in PB Tech. One Partner customers also have a Technical Delivery Manager (TDM) allocated to their account. The TDM provides governance over technology matters in the engagement. The TDM is your trusted technology advisor, approves all significant changes in the environment and stays up to date and intimate with your technology.

Managed Anti-Virus

PB Tech will ensure anti-virus on your servers and client device fleet is kept up to date. On a monthly basis, an audit will be undertaken on a percentage of client and server devices and their anti-virus signatures checked. Where a core issue is identified with your anti-virus signatures or other issues, an incident ticket will be raised and the core issue identified and resolved.

Backup and Data protection

The importance of consistent and valid backups cannot be overestimated and backups may well be the most important IT operational function there is. PB Tech back-up and Data protection services will provide you with ultimate piece of mind that your data is safe and valid. PB Tech will undertake daily backup checks of all error messages to ensure that backups have successfully occurred, and if not, raise and incident ticket and remediate. PB Tech will also undertake regular test restores to ensure backed up data can be restored as and when required.