Layer 7: IT Service Desk (End User Help Desk)
  • Act as a single escalation point between your users and IT Service Management for all voice related requirement and incident management.
  • Provide an interface for other activities such as customer change request, third parties (e.g. maintenance contracts) etc.

Layer 6: Solutions Assurance Consultancy

  • Link and align customers’ required business outcomes and business performance over time to underlying technology, assets, skills, processes, applications and infrastructure.

Layer 5: Service Management
  • Multi-vendor Incident Management
  • Service Reviews (quarterly or as required by Service)
  • Service Engagement Manager – “Business Executive Service SPOC”, focused on Service Level management and Continual Service Improvement. (Including customer service planning meetings & follow up, regular Service Reports & Dashboards reviews, SLA & KPI Analysis and review, Service Escalation Management…etc.)
  • Technical Account Manager – “Technical Service SPOC” (Major Incident oversight, Problem Management/RCA, Chronic/recurring issues tracking, and Technical coordination for advanced Preventive and/or Evolutive Maintenance

Layer 4: Configuration and Asset Management
  • On-demand MACD requests (System, Platform Administration support-related)
  • Proactive management of the Telecommunications & Contact Centre Solutions

Layer 3: Software Update Management
  • Minor releases, dot/patch/svc packs, applicable TLS certificate renewals
  • Pre-deployment evaluation & planning (assessments, risk & asset management, vendor requirements & pre-requisites
  • Release Deployment (scheduling, backups, remote / on-site implementation)
  • Management Reporting (inventory management & completion)

Layer 2: Event and Performance Monitoring

  • Monitoring Platform Performance, Application (VoIP and/or Video call quality [QoE/QoS]
  • Event/Incident Response & Management, Infrastructure thresholds events, Trunking error/capacity utilization thresholds events
  • Reporting (informational events and trending)

Layer 1: Product Support Services
  • Basic product alarm monitoring, Incident Management, Remote SW & HW support, Manufacturer Support, On site Technician Support, Parts Management…etc
7 Layer Model