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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.
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.