In order for Acora to provide its selection of 24/7 IT managed services, it is vitally important that we have optimised systems, processes and functions to deliver the service certainty that our clients demand.
Acora has integrated the de-facto standard for IT Service Management, ITIL, within our Service Desk and Service Management processes which ensures our processes, and the maturity of our processes, are delivered in line with best practice, providing service certainty for our clients.
The benefits of ITIL
By integrating the best tools and processes in to our managed services offerings, you can be sure your IT operations are in safe hands.
There is no single of point of failure for key processes, such as Major Incident Management and Event Management. In addition, we ensure that the appropriate level of staffing and skills coverage is in place and available when our clients need it.
The systems and application on which our services are dependent are resilient, scalable and protected to ensure that services can be continuously delivered without any interruption or downtime.
Our people participate in a structured training technical programme, which is aligned to the technologies and applications of our clients to ensure that Acora can always provide the expertise necessary to resolve issues that occur within our clients’ IT environments.
Through the standardisation of key processes, our clients can be confident that any issues or requests are handled effectively, and consistently, resulting in a predictable outcome.
Through our dedicated Business Excellence team, we are constantly evaluating and measuring each of our processes across a range of parameters. This enables us to drive continuous service improvement initiatives throughout our organisation, evolving our services in a manner which not only eliminates any potential services risk, but also improves the overall maturing of our services, which results in an ever-improving, highly-optimised experience for our clients.
Services ingrained in best practice standards
It would be easy to take our word for it; by using recognised, industry standards to validate our services and processes, our clients can be confident that are consuming services which have stood up to external measures and scrutiny.
Our ISO Accreditations ensure that our processes and procedures are monitored and measured against an industry wide and recognised standard. Acora holds ISO Accreditations for Security, Quality, Service Management and Business Continuity.
The number of accreditations that Acora hold are fundamental to us in making a selection around a supplier. Accreditations around security and service standards are extremely important. If we didn’t have visibility of those we would be tasked with a lot more work in terms of due diligence and validating for ourselves the controls, discipline and data governance.