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Digital Devices

Case Study - Healthcare IT
Assets Remote Monitoring-  Technology Support

Our client is a Healthcare based MSP and aims to  remotely support including Service Desk, Knowledge Base, Hardware and Software Asset Management, Asset Auto Discovery and Change Management modules.


Challenge for client - High labour cost has to be reduced. Post studying their setup we offered our services for

Technical Service Desk

  • UK based 24x365 Technical Service Desk

  • Customer calls logged via telephone, email or web portal

  • Trained/Experienced/Qualified Technical Service Desk

  • Focused on using customer tools to ensure service integration to their own Customer contact centers  

  • Varying levels of Service support hours (up to 24x7x365)

  • Highly committed and secure remote support tools for remote resolution within framed SLAs

  • Continuous improvement programme in place

  • ITIL v3 Standards compliant with 40% reduction in timelines

  • Targeted incident prioritisation based on business needs

  • 98% customer satisfaction

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Network Monitoring

  • Remote NOC enabled services for infrastructure and networks 

  • NOC interface with department assets to provide remote health of assets

  • Troubleshooting areas where required

  • Proven NOC process with optimised triage process for incident resolution

  • Remote management capability for scheduled and ad hoc maintenance

  • Central management console for response and resolution within SLAs

  • Managed capacity planning service to audit customer’s IT environment

  • Single management console to identify, manage and track IP-enabled devices

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IT Security Management

  • Data Security & information management for healthcare, insurance and other regulated domains

  • Keeping Data secure is the key following ISO 27001 Standards.

  • Expert Professionals were engaged to protect assets of the Organisation.

  • Monitor & manage Organizations back at all times.

 

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