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Meet our Dedicated ITIL Team

ITIL is a framework of best practices for delivering IT services. ITIL’s methodical approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.

As an award-winning provider of 24/7 IT service desk dedicated and shared, based within the UK, using ITIL methodology and best practice, our ISO 27001 certified Service Desk operates on a 24 x 365 basis to deliver flexible and scalable solutions to customers around the world.

We have a dedicated qualified ITIL team rather than individual ITIL qualified analysts because we put the quality of your service at the forefront of our business. Having a dedicated ITIL team means that we have a team that focuses on the bigger picture to ensure we can concentrate on consistently delivering stellar service to all our customers.

So what is ITIL?

ITIL is the most widely accepted approach to IT service management in the world, with ITIL best practices providing a framework for businesses to manage their IT services more effectively. Within this framework, the primary purposes of a Service Desk include incident control and customer communication. ITIL can ensure your company is getting the very best service and work with you to build an IT environment that can be cost effective and continue to grow with your business.

What our ITIL Service Desk offers?

Our highly qualified and fully trained UK-based agents handle the full suite of dedicated Service Desk functions for Managed 24/7’s customer base and can support you with the following ITIL procedures:

  • Incident Management
  • Problem Management
  • Change Management
  • Access Management
  • Asset and Configuration Management
  • Major Incident Management
  • Event Management
  • Patch and Release Management
  • Transition and Onboarding
  • 24/7 365 UK based IT Support
    • First Line Support
    • Second Line Support
    • Third Line Support (Infrastructure, Networks, Security)
    • IT Service Request Fulfilment

How can ITIL improve my company's business performance?

At Managed 24/7 we aim to assist you to manage risk and keep the infrastructure and networks running, not only saving you money, but also allowing your team to do their jobs more effectively.

Ensuring correct usage of the ITIL lifecycle can remove time from technical teams to allow them to focus more on resolution and solution. We understand how frustrating it is when incidents happen more than once and become an ongoing problem, our ITIL team work on Problem Management to ensure issues are detected, logged, categorised, prioritised and work towards finding a resolution for the problem.

For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to get back to work much more quickly.

Why is it important to have a dedicated ITIL team?

At Managed 24/7 we have a dedicated and highly trained ITIL team on hand to help guide you on best practice. ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:

  • reduced IT costs
  • improved IT services through the use of proven best practice processes
  • improved customer satisfaction through a more professional approach to service delivery
  • standards and guidance
  • improved productivity
  • improved use of skills and experience
  • improved delivery of third-party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements

According to Axelos, ITIL can also help businesses improve services by:

  • helping businesses manage risk, disruption and failure
  • strengthening customer relations by “delivering efficient services that meet their needs”
  • establishing cost-effective practices
  • building a stable environment that still allows for growth, scale and change.

We work with your business using the ITIL framework to deliver best practice to ensure your business is managing your IT services more effectively.

Meet our ITIL Team

Helen Tyler

Helen has worked in IT for over 17 years and has been involved in multiple areas of the ITIL lifecycle throughout her career. As part of our onboarding Helen works closely with the Delivery Team to ensure that the right processes are defined for our customers and also ensuring that each function that we deliver has a defined end to end standard operating procedure in place. Another part of Helen’s role is to ensure the co-ordination of the delivery of ITIL functions to our customers and to also ensure that the Service Desk teams are fully aware of the process and procedures that we have in place and correct adherence to these standards takes place.

Brigitte Kidd

Brigitte has worked in in the MSP landscape since 1996, working on a variety of roles including First Line Analyst, End to End Incident Management and Major Incident Management, Brigitte manages various ITIL functions within the team, ensuring our customers get the very best service. Brigitte’s main focus is on one of our dedicated desks ensuring Change Management and Request Fulfilment are delivered within SLA. Brigitte has a wealth of experience in the industry and is a lead contributor in continual service improvement.

Macauley Copping

Macauley’s day to day role in the ITIL team focusses on Incident Management, created reports that are run daily, to ensure the Service Desk is working to the Service Level Agreements made with our customers. Macauley runs Change Management for Managed on a daily basis and is responsible for Patch Management.

Kirsty Wright

Kirsty assists with the creation of the Processes and Standard Operating Procedures as part of the onboarding experiences for our internal customers. Her role is mainly focused on our dedicated customers Request Management process and fulfilment and Problem Management for Shared and Dedicated customers.

About the Author

Managed 24/7 Marketing

Managed 24/7 is an award winning, UK based IT managed services provider, which delivers a seamless 24x7x365 extension to end users in key areas, including: IT managed services, network & application monitoring, consultancy & professional services and workforce productivity tools. Through its unique combination of monitoring technologies, business intelligence and analytics, Managed 24/7 focuses on delivering better workforce productivity for its clients by solving issues before they become employee affecting.

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