Uptime Management Services

ITV IMS understands the criticality of your business operations and offers a full spectrum of Managed IT services to keep your business in the pole position. ITV helps organizations focus on their core competence by taking over technology support and IT infrastructure completely and thereby releasing organization resources involved in day-to-day IT management.

ITV delivers complete end-to-end Technology Support Services
Call Management System and using best practices. ITV provides Managed Services compliant to the IT Infrastructure Solutions. Using proprietary web-based Call Management System and SLA driven service delivery, ITV IMS gives clients world class service, enabling organizations to outsource their technology implementation and management, thus freeing CIOs from IT management and helping them focus on using IT to deliver more business benefits to the customers.

Help Desk Services

Key Activities
• Receiving, recording, and prioritization of service calls.
• Monitoring and status tracking of all registered calls.
• First line support.
• Escalation and referral to other organizations / vendors.
• Coordinating second and third party support.
• Keeping customers informed of request status and progress.
• Closing incidents and confirmation with the customer.
• Provide the management of client organization with reports as defined below.

Deliverables
• Log user calls and assign a ticket.
• Assign severity level to each call based on predefined criteria.
• Track each call to resolution.
• Escalate calls to the IT ITV of client organization, if necessary.
• Escalate calls to third party vendors, if necessary.
• Generate call reports.
• Analyze call statistics.
• Provide the management of client organization with reports as agreed to.