SMART Incident Management
SCT provides a tailored and personal approach to Incident Management, 24×7. This engagement is designed to resolve business-critical issues quickly through technical guidance and rapid hardware replacement. Minimising IT outages is imperative to both SCT and its partners achieving service excellence from the client's perspective.
SCT utilises Opentext’s Assure Business Process Management (BPM) product as its ITSM platform. This strategic choice has enabled SCT’s Service Desk to be tailored in order to fulfil the specific business requirements of today whilst remaining scalable, agile and flexible for the diverse service propositions available in the future. Process automation has become a key component in exceeding partner expectations. In addition to the Service Desk, SCT’s dedicated and extensive testing lab also enables networking issues to be quickly replicated, providing real value by improving resolution times.
ITIL methodologies and industry best business practice principles for IT service excellence are embedded within SCT’s Service Desk at both a system and personnel level. This forms a fundamental solid platform from which to deliver its services. In turn, this enables SCT’s business to rapidly evolve when needed, providing increased efficiency and service performance which meets its partners’ requirements today and in the future.
SCT’s Incident Management Team consists of highly qualified engineers who provide first, second and third line multi-vendor support, 24 hours a day, 365 days per year. The team’s ‘can-do’ work ethics help drive the success of SCT in the eyes of its partners and their customers. Trained in the principles of ITIL, SCT’s team utilise best-practice methodologies, including rapid escalations to senior level engineers or technology specialists whenever required.