Our Approach

At IT Servicelink – our aim is very much focused on approaching IT as an Investment rather than a ‘Cost’.

While all operating capabilities such as IT need to be maintained on an ongoing basis, and as such have a cost of ownership, it is good business practice to concentrate on reducing these costs where possible.

On the flip side, we believe that most businesses do not manage to leverage an acceptable amount of the investment opportunity which IT can deliver to them.

Our approach is first to help the business adopt sensible ongoing IT management practices which ensure that IT delivers against the required service levels on a day by day basis – and where possible, to drive down cost of ownership by adoption of consistent standards, removal of core problems and use of automation to replace traditional manual activities such as ‘server maintenance’ where possible.

We then combine this with a proactive account management based approach which provides a formal structure in which we can help our clients develop an ongoing strategic direction for IT in support of their business, based on common sense investment principles, and providing a very wide ranging blend of skills and services to help realise this direction in a cost effective and timely way.

Typical Service Deployment
For most of our clients, a typical use of our services would be…

• A fixed price Remote Helpdesk Service. This provides all required remote resource necessary to return the client’s operational IT environment to a pre determined ‘known good state’ – effectively maintaining the Status Quo
  
• A fixed pool of ‘Engineering hours’ used to deliver against operational ‘change’ requirements on a day to day basis
  
• Specific investment projects managed and delivered on a quarterly cycle basis

The IT ServiceLink support package comprises of the following elements:

• Unlimited telephone helpdesk support
• Remote access for diagnosis and problem resolution
• Routine visits, with Preventative Maintenance Planning
• Bundled engineering time that can be called off as required for any IT related issue. This time is included in the support contract at a discounted rate
• The services of a dedicated Account Manager incorporating site visits, at no additional charge

IT ServiceLink will provide IT Support as required, providing unlimited telephone support during normal working hours and remote access to any site that supports VPN connectivity.