ITIL Diary 3 : Launch of Phase One

We are now up and running with our new improved Incident Management process and as some of you may already have experienced – our new phone system.  This new improved phone system, alongside our Service Desk email addresses allow you to communicate with our Service Desk engineers when you need us and allows us deal with your queries in a more focussed, timely and efficient manner.  In time this will evolve into a new customer portal, always focusing on ease of contact, efficiency and effectiveness.

You might notice something…

Our Service Desk team of engineers, whether working from one of our 3 offices or remotely are all ready to take your call.  You will notice some changes to the phone system when you call us.  Please take a moment and listen to the options offered so that we can connect you to the best person for your individual query directly and get any issues resolved as quickly as possible.

We love to hear from you!

At Intuity we enjoy getting feedback from our customers.  Please feel free to let us know what you think of these changes and how you think we are doing when you are talking to one of the Service Desk team or your Account Manager or when you receive an email with a feedback option from us. 

What do we do with this feedback?

We use all feedback to ensure that we improve what we do.  Continual improvement encompasses every aspect of a service management company like Intuity.   Through a combination of the feedback you provide and our Service Desk Key Performance Indicators (KPI’s) our continual improvement approach will ensure that we minimise customer down time and improve efficiencies in our incident and request handling. 

This is just the beginning of our ITIL Journey and reviewing how we are doing ensures that our best practices remain dynamic and continue to drive our focus on Customer Service Excellence.