It is a global trend for companies to outsource the operation of non-strategic or highly specialized operations to their partner. The partner makes the necessary investments CAPEX & OPEX and charges the customer a monthly cost. This category is the Managed Services.
Each customer is unique with special and specific needs that can be met within a comprehensive service plan. Monitoring and measuring the performance of the services provided is an integral part of the daily operation of the customer. It is the only way to determine whether the agreed Service Level Agreement (SLA) is adhered to, which describes in detail the level of quality and responsiveness to the services provided.
Space Hellas, following the international market trends and the international standards, continuously improves the provision of services to its customers, providing Managed Services. According to the Yankee Group, the market for Managed Services is estimated to grow by 20% each year.
For the provision of Managed Services, Space Hellas uses equipment of the leading manufacturers and tools of state of –the –art technology. Through them can be performed from simple Monitoring of the customer infrastructure up to full network management IT infrastructure, IP telephony, full call center management as well as integration of the whole environment, depending on the requirements and needs of each customer worldwide. These services include proactive and reactive support, incident management, problem management, change management, performance management, security management and are performed either remotely or on-site by specialized and certified staff. In each sector, the appropriate reporting is provided which is used in the daily work and monitoring of SLAs.
All actions are governed by the Continuous Improvement process, which is based on both the utilization of KPIs output from the systems and the evaluation of the results derived from the measurement of customer satisfaction.
The infrastructure of Space Hellas is organized and structured in such a way as to provide a reliable and fully secured environment for the provision of Managed Services to customers.