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About
Acora
Acora is an IT service provider,
working with midrange clients (those with between 50 and 1,500 employees)
across the financial services, manufacturing and distribution networks. It
works with clients to transform their IT strategy and governance, and also acts
as an IT outsourcer, taking over as much responsibility for the IT function as
the client requires.
Where IT
outsourcing is concerned, this organisation understands that mid-range clients
are the most dynamic, and that they require IT solutions which are agile and
can adapt as the businesses develop and grow. Acora’s outsourcing model includes service desk, service management
and infrastructure management.
Service
desk solutions
Acora has invested heavily in its
service desk to ensure that client expectations are not only met but exceeded.
It offers a UK-based service desk function which is staffed 24/7/365 by
experienced technicians, and can resolve both end user and infrastructure
issues. It currently supports more than 20,000 users from its two operations
centres in West Sussex and the West Midlands.
Four key functions
are fully supported - incident management, service request, access control and
event management. Acora manages
7,000 tickets a month, with a Service Level Agreement (SLA) achievement of 97%
per month. A measure of client satisfaction is that 94% of contracts are renewed.
The Service desk
service is accredited to ISO standards, and a virtual Service desk provides a
single point of contact for all issues and requests. Every team has a dedicated
team leader and the strict SLAs ensure that the service provided is to consistently
high standards.
Service
management
The company’s
service management function supplements the Service desk by providing a
framework that can manage, monitor and report on IT delivery. Acora’s outsourcing clients have access
to a portfolio of IT services, and have the flexibility to select the services
that they require, such as capacity management, change management or supplier
management.
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