Service management
Clear ownership across the service lifecycle
Define who monitors, responds, coordinates, changes and reports across carriers, platforms, sites and teams, before an incident tests the model.
An owner for every activity
- Services in scope
- Support hours and contact methods
- Priority definitions and escalation
- Your responsibilities
Operating model
A documented operating model
The service schedule should identify in-scope services, support hours, contact methods and priority definitions. It should also cover response and restoration commitments where contracted, escalation, maintenance, changes, reporting, exclusions and your responsibilities.
Scope
In-scope services, exclusions and customer responsibilities.
Contact
Support hours, contact methods and maintenance arrangements.
Priority
Priority definitions, escalation, and response and restoration commitments where contracted.
Change and reporting
How changes are requested and made, and what is reported.
Support hours, priority definitions and targets are defined in the service schedule for your services, not on this page.
Lifecycle activities
Five activities, each with an owner
The lifecycle runs from first validation to controlled handover. Documentation is kept current, so nothing already known is lost when a service, supplier or scope changes.
Onboard
Validate inventory, contacts, access, documentation, dependencies, priorities and escalation
Support
Receive eligible incidents or requests, establish impact, triage and coordinate the responsible team
Change
Assess, approve, schedule, communicate, implement, test and record controlled changes
Review
Report performance, recurring issues, capacity, risks, upcoming renewals and agreed actions
Transition
Maintain documentation and controlled handover when services, suppliers or scope change
Each activity applies only to the services included in your agreement. You keep control of what is in scope.
Discuss service managementIncidents
Incident priority based on impact
Priority should reflect users, sites, applications, workaround, safety, revenue and time sensitivity.
The support process must keep response, update frequency, workaround, restoration and root-cause review separate, rather than treating them as one promise.
Priority reflects
- Users affected
- Sites
- Applications
- Workaround
- Safety
- Revenue
- Time sensitivity
Kept distinct in the support process
- Response
- Update frequency
- Workaround
- Restoration
- Root-cause review
Multi-provider coordination
One coordination point, separate obligations
Where included, Tech As A Service can act as a coordination point across agreed suppliers. Each contract still keeps its own obligations and limitations.
Your organisation
Authorises access, sets business priorities and keeps the responsibilities named in the service schedule.
Tech As A Service
Where included, coordinates incidents, changes and escalation across the agreed suppliers.
Carrier
Keeps the obligations and limitations of its own contract, including its service levels.
Technology provider
Keeps the obligations and limitations of its own contract for its platform or product.
Authority, access, information sharing and escalation are defined before support begins.
Reporting
Reporting that drives action
Useful reports combine service inventory, availability where measurable, incidents, restoration, recurring faults, changes, capacity, performance, credits, risks and actions.
Every action should have an owner and due date.
- Service
Service inventory, availability where measurable, and performance.
- Incidents
Incidents, restoration and recurring faults.
- Change and capacity
Changes made and capacity trends.
- Credits, risks and actions
Service credits, open risks and actions, each with an owner and a due date.
Renewals and lifecycle control
Decide renewals while you still have options
Keep contract and end-of-life dates current, and review usage and performance. Then start renewal decisions early enough to keep your alternatives open.
- Contract datesMaintained for every service in scope.
- End-of-life datesTracked alongside contract dates, so replacement is planned.
- Usage and performanceReviewed before a renewal decision is made.
- No default auto-renewalAuto-renewal should not become the default strategy.
Questions
Frequently asked questions
Straight answers about scope, SLAs, existing services and service reviews.
Is Tech As A Service the service desk for every product?
Only for the services and activities included in the executed agreement. The service schedule must identify contact paths and responsibility boundaries.
Does one support number mean one SLA?
No. Underlying products can have different availability, support and restoration commitments. The service model coordinates them but does not silently replace contractual standards.
Can you manage services we bought from other providers?
Potentially, where you authorise access and the provider, contract and operating process allow it. Discovery confirms feasibility and scope.
What should a service review cover?
Cover service performance, incidents, recurring issues, changes and capacity. Include security or operational risks, contract dates, credits, improvement actions and upcoming business change.
Related services
The services we coordinate
Service management is most useful where several sites, carriers and platforms meet.
-
Enterprise Connectivity
Enterprise fibre, NBN pathways, business broadband, fixed wireless, mobile, satellite, private networks and cloud connectivity, subject to location and catalogue.
Explore -
Managed Networks and SD-WAN
SD-WAN, routing, monitoring, security integration, performance visibility and controlled change.
Explore -
Cloud and Data Centre
Assessment, migration, connectivity, backup, disaster recovery, hosting, colocation and managed cloud pathways.
Explore
Need help with a service you already have? Visit Support
Service management scope
Agree ownership before the next incident
Tell us which services are involved and where ownership, escalation or reporting breaks down today. We’ll confirm what can be brought into scope and the operating model that fits.
Helpful to have ready
- Scope: connectivity, managed network, mobile, voice, cloud, AI platform or other
- Approximate number of sites, circuits, users, services or devices
- Support you need: business hours, extended hours, 24 by 7 for eligible priorities, or co-managed
- Current model: internal service desk, multiple provider desks, existing managed service or not defined
- Main issue: ownership, escalation, reporting, change, inventory, renewals or recurring incidents
Do not include passwords, access credentials or detailed network configurations.
Already a customer?
Use the contact path in your service schedule for eligible priority incidents.