Support Delivery Model

The Service Delivery Manager is the custodian responsible for the overall end to end Support Service Delivery to the client and manages regular Service Reporting and Reviews as part of the agreed Service Governance model. Update meetings with client stakeholders regularly review Service Levels and KPI’s – key to ensuring the service evolves based on the changing needs and requirements of the client.

infographic Support Delivery Model

Service Desk

Our Service Desk is UK-based and provides the core of Keytree’s 24×7 global support operation. The Service Desk team is responsible for the day-to-day progression of incident, problem, change and service requests within the service model. They route requests to the correct resources and track associated Service Levels and invoke escalation procedures as required and fully support the Service Delivery Managers with Service Monitoring and Reporting.

Support Operations

Keytree Service Operations teams are technology aligned pools of consultants who support progression of requests through respective ITIL processes to a conclusion – providing ownership and accountability for each request. Where client aligned teams have been agreed, each new consultant joining the Managed Service team is on-boarded through our client academy to ensure alignment to specific process and security requirements for that client.

Specialists

We recognise the value of having a pool of specialist consultants and architects who are readily available to support teams on demand, providing product expertise and thought leadership across capability groups. The team is also responsible for ensuring that all product and process benefits are passed to Keytree clients such as security fixes or legal and statute changes.