Reporting – a key element of our Management Framework
All devices we support are joined to the Centrality Management Framework.
This enables several important remote functions:
- setting up individual emails and other personal elements of a user’s desktop
- allowing us to remotely install software that a group of users (but not everyone on the system) requires
- providing Centrality’s Help Desk / technical team with a view of every machine we are supporting, allowing us remotely to check the many operating parameters that may impair performance.
Performance reporting
The tool used to provide Management Information remotely (MIS) is made available to our customers to review the progress of Help Desk calls from their staff. In addition, Centrality will report on service performance levels.
"Centrality provides a monthly Service Review pack which is reviewed jointly by the NSL and Centrality management teams. Overall KPI performance has been excellent and as a result service credits have never been sought for the contract. Centrality also provide NSL with an on-line Helpdesk MIS tool, this has proved extremely useful in managing the service and understanding the detail behind a call".
