ITIL-aligned management of your IT infrastructure and applications, backed by an experienced service desk and SLAs tailored to meet your needs.
Our managed services contracts and service level agreements can be customised and tailored to suit the environment you have and the KPIs you need to meet.
These services are offered under the following arrangements:
Fully outsourced managed service – Full support is provided to a customer for a specified system or service as per an agreed Service Level Agreement (SLA)
Cover service – This includes the same level of support as the full outsourced service option, with the exception that it is on a short term basis as agreed by an SLA agreement between Theta and the customer
On-demand and project services – On demand services are short term ad-hoc requests from customers. These requests will typically be project based tasks or ticket based activity
Our experienced service desk provides specialised support, troubleshooting and problem solving to many customers, and is renowned for going the extra mile.They provide the following services:
First Line Contact – First line contact and support for our customers via phone, email, customer portal and other sources such as systems monitoring
Incident Management – Includes Incident detection and recording, classification and prioritisation (in conjunction with the customer), investigation, escalation, diagnosis, resolution and closure processes
Problem Management – establishing root cause and Known Errors, providing input on historical data and trend analysis
Service Level Management – The implementation of Service Level Agreements (SLAs) for the definition, monitoring and measurement of the in-scope IT services
Change management – The processing of Change Requests, CR monitoring and tracking
Knowledge Base – Establishment of knowledge bases for incident and problem resolution
Service Requests – Processing of service requests
Reporting – SLA tracking and reporting and management reporting
And we’re ITIL certified, giving you confidence that our managed services meet industry best practice.