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Service Delivery

Capabilities / Enterprise IT Services / Service Delivery

Computer systems exist to create insight and value for users. Providing excellent service delivery starts with a good help desk, but also incorporates desk side support and VIP support, both of which happen face to face with a customer, not over the phone. Our service delivery follows ITIL v3 processes and protocols, and is augmented by an excellent knowledge management capability and service management infrastructure to establish metrics and report on results.

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Case Study: Net-Centric Integrated Enterprise Information Technology Solutions (NIEITS)

NetCentrics provided help desk Support and desktop support for OSD, satisfying EITSD customer needs for secure, accessible, and stable IT support. As the leading and largest services provider in the Pentagon with a daily call volume exceeding 500 calls, NetCentrics continues to meet and exceed all OLAs and KPIs on a monthly basis: Calls abandoned under 6%; Calls answered by technicians within two minutes greater than 95%; Critical tickets resolved within 2 business hours greater than 95%; High tickets resolved within 4 business hours greater than 95%; Medium tickets resolved within 6 business hours greater than 95%; and Low tickets resolved within 8 business hours greater than 95%.

Desk Side Support


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