Dimension Data improves support services

Dimension Data support services for multi-vendor environments get enhancements

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Dimension Data improves support services The new service will increase uptime, reduce costs and improve visibility into system status, says Lopez.
By  Mark Sutton Published  January 17, 2013

Dimension Data has announced enhancements to its Uptime Maintenance and Support Services to help its customers to manage uptime and support costs.

The systems integrator offers proactive support services for multi-vendor environments, on a global basis.

The improvements to the service include uptime monitoring, so that Dimension Data engineers have instantaneous access to clients' incidents for faster resolution; asset tracking capabilities to have an accurate installed asset database of client environments; standardised API for better service desk integration between Dimension Data and clients' systems; mobile service centre application so clients can track incidents from smartphones or tablets; and IT Support Assessment to ensure that clients' IT support contracts provide the right level of coverage on devices.

Rob Lopez, Dimension Data's group managing director for Services said: "Our clients are looking for three outcomes from their IT support contracts. These include cost reduction, service levels gains and access to better information. Simply put, they're demanding more value at less cost, and they will switch providers quickly if they see an opportunity to obtain this. With proactive Uptime services, we're delivering on what our clients want.

"Uptime already offered a number of compelling benefits for clients, like our ability to offer in-country technology expertise across multiple vendor technologies; a wide range of service levels with guaranteed delivery time frames and 24x7 access to service centres in every region we operate in.

"The new release of Uptime includes a series of proactive new tools and automation, underpinned by a new IT service management platform and even broader multi-technology/multi-vendor capabilities. These investments mean that our clients get the cost reduction and operational efficiencies they're asking for," he added.

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