Support Services

Managed Services Overview

At the end of the day, if a solution is implemented but not supported effectively, it will not meet its objectives. Votum knows that ongoing solution support requires complete documentation, full response procedures, and a critical focus on customer satisfaction and continuous improvement. Votum works with our clients to establish support protocols, and deliver in-sourced, outsourced, or combined support services that sustain technology solutions success for the long term.

Votum provides the following services to our clients to assist them in successfully moving functions to an outsourcing partner:

  • Program and project management of outsourcing initiatives
  • Selection of managed services, security and telecommunications partners
  • Contract negotiation
  • Training our client’s personnel to effectively manage outsourced services through key performance indicators (KPIs) and services level agreements (SLAs)

Votum provides the following services to our clients in conjunction with our managed services, security, software, cloud and telecom partners:

  • Multi-tier help desk services, incident reporting and tech dispatch
  • Business continuity, backup, recovery and cloud services
  • Desktop and mobile support
  • Software as a Service
  • Cloud Services

Votum provides the following services to our managed services, security, software, cloud and telecom partners to ensure they consistently meet their client’s Service Level Agreements:

  • Selection and implementation Service Impact Tools
  • Training for employee usage of Service Impact Tools in order to ensure all customer SLAs are continuously met
  • Establishment of enterprise-wide metrics
  • Establishment of strategic and visually appealing dashboards for every employee that directly tie their daily activities to the goals and objectives of the company
  • Alignment of all employee KPIs with company KPIs
  • Training employees on root cause analysis and problem resolution
  • Establishment of a continuous improvement program
  • Establishment of appropriate award systems for top performance