IT Service Management

NTT Europe understands that effective IT service management is vital in order to provide the highest possible levels of service to our customers.

NTT Europe ISO20000 Certificate
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Because of this, NTT Europe has a continuous service improvement programme in place, which is underpinned by ITIL® and best practice guidelines to ensure the smooth running of IT operations.

All NTT Europe's managed services operations across Europe have been officially verified by Lloyd’s Register Quality Assurance as being compliant with the ISO/IEC 20000 standard for IT Service Management.

NTT Europe’s strong commitment to service management is demonstrated through the expertise of its account and service management teams.

 

 

Account Management

NTT Europe recognises the importance of managing clients’ expectations.  To achieve this, every client is assigned a named Account Manager.  The Account Manager acts as the main point of contact and is responsible for ensuring that customers receive the level of service and support they need.  Account Managers are in regular contact to understand the challenges and unique demands that customers face, enabling them to help scale and enhance solutions as the customer's business changes. 

Premier Service Management

For larger, more complex solutions, a team of individuals within NTT Europe’s operations team are available to provide customer care and service delivery support.  Acting as the customer’s voice within NTT Europe, the Service Manager provides:

  • Monthly service reporting and service review meetings 
  • Future planning 
  • Pro-active alerting and response to potential problems 
  • Reporting of incidents 
  • Pro-active monitoring of service level agreements 
  • Dedicated monitoring of any customer-driven commercial events or campaigns including capacity planning assistance for future events.

Service Management Options

NTT Europe provides a flexible Service Management facility, delivering the most appropriate level of support depending on the requirements of our customers.

The Standard Service is available on all solutions to demonstrate NTT Europe’s continual commitment to delivering the highest possible quality of service. 

The Enhanced Service is designed to manage more complex solutions. Examples include third-party support services or additional hosting locations for service continuity purposes.

The Premier Service is for highly complex or mission-critical solutions and may involve multiple suppliers, hosting locations and technologies.