SUPPORT AND OPERATIONS
With a focus on technology and business, Infonova has provided IT service desk operations as a core competency along with our digital solutions for many years – operating successfully with a constant focus on continuous improvement. Infonova operates its global support service centre out of Graz, Austria. The 24x7 service centre operates to ITIL® best practice standards.
Infonova’s multi-lingual representatives are able to rely on standardised processes for first-contact incident resolution on a local and global level. The standard approach uses the service management standards (ITIL®) but also includes flexible and proven toolsets for incident management. Due to the Infonova innovation heritage, the processes are constantly updated with the latest toolsets to ensure that the customer receives not just professional experience and expertise – but also the result.
Our highly skilled team serves as single point of contact (SPOC) in 1st level (service desk, incident management and service request management) , 2nd level (support, troubleshooting) and 3rd level (expert service) support including coordination and dispatch to 3rd parties (e.g. on-site support, power user, IT management, vendor support, configuration advice, tuning) for maximised end-to-end resolution. A well-documented knowledge database and pre-configured processes (RFCs) are integral components of Infonova’s incident management solution to facilitate and enhance customer self-service options (e.g. solutions to most frequent 20 incidents). Additionally customer satisfaction feedback is a major focus for our post-incident assessments, questionnaires, service reviews and quality management. Infonova also provides support to partner 24x7 scenarios where the partners provide 1st and 2nd level support and Infonova provides the 3rd level.
We ensure that our technology and business digital solutions are backed with the skill, expertise and support you need to operate a successful business.
ITIL® is a Registered Trade Mark of AXELOS Limited and hereby used and licensed by ITSM Partner Consulting GmbH.