HOW WE WILL ON-BOARD YOU
Drawing on our collective expertise and skills, we have designed a Client Enablement Process to ensure you are provided with all of the information and guidance you will need throughout your relationship with us. This is our standard approach to the service and also ensures that both parties have upfront and transparent access to key personnel involved and a template for ongoing client information and communications.
SERVICE TEAM ESTABLISHED
Upon agreement of the scope of work identified in this proposal, key representatives across the Everon Service Delivery function meet to commence the onboarding process, where a Lead Engineer will be assigned to the client account.
Clients are supplied with their personalised Welcome Documents that detail the ticket logging process, key account personnel and escalation hierarchies to ensure all eventualities and scenarios that may occur during your IT support services are to hand. We also provide a simplified Ticket Logging Guide that can be shared among your colleagues for easy reference.
ONSITE CLIENT ENABLEMENT
Your Lead Engineer will be dispatched to spend time onsite to identify and document the current network status. This process will take a number of days (depending on the size of your business and infrastructure).
We have a standard process that guides the engineer through the ‘Enable’ process which includes creating a number of client specific documents and diagrams, such as a high level network overview, and usernames and passwords for all of the relevant equipment on the site(s).
From the Network Health Check that will have been undertaken on your infrastructure, we will also already have a task list for areas we want to examine or improve. This work will all be undertaken by the Lead Engineer whilst the ‘Enable’ process takes place.
Everon utilises IT Glue as our Information Database and knowledge hub. Collected client information will be stored centrally and to ensure rapid access to relevant information without compromising security.
The Lead Engineer will present client documentation to Service Desk tiers so that there is a uniform understanding of the client information across teams and engineer tiers.
Your Client Manager will schedule periodical Service Reviews (monthly or quarterly) with your team to check we are delivering against your expectations and work with you to understand the future direction of the company to ensure IT enables and supports these plans.
THE EVERON WAY!
Using the knowledge we have gained supporting hundreds of organisations since 2008, we have developed a structured methodology around which we want our customer’s infrastructure to be configured. This approach allows us to minimise potential threats to your network thus maximising the uptime of your services – allowing you to focus on your core business activities. We call this ‘The Everon Way’ and believe it’s a true differentiator between us and our competitors.
HOW IS THIS DELIVERED?
The approach we adopt happens every day in the background however we are now introducing an additional process which will include an audit completed by one of our Senior Engineers to ensure that your infrastructure aligns to the standards we have developed and therefore helps us to ensure we deliver a stable solid business infrastructure.
The consultant will give you a call a few days before his visit to arrange a time to attend site and begin the audit process, this service is provided without charge as reducing the problems with your environment is core to what we as an organisation want to achieve.
Prior to the engineers visit it would be useful for you to make sure any outstanding tickets are logged with the Service Desk, this is to ensure they are already being worked on by the desk and the engineer can be left to focus on the audit process rather than getting pulled into new user tickets which could be addressed beforehand.
When the engineer arrives onsite they will introduce themselves to you and ask if there are any areas you would like them to focus on as part of their audit. The next stage will be for the engineer to log into their audit tool and begin working through the questions which are appropriate to your environment, once they have reviewed all of the questions they will then review the technical documentation we have for your environment to ensure the Service Desk engineers have access to the most up to date documentation.