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[Quoted from http://g2sf.com/white-paper/]

The starting point for meaningful metrics is to determine how the end user or customer will evaluate the service provider’s performance on each of these services. Armed with this information it is then much easier to establish a limited number of high level, yet measurable metrics that be quantified and reported.  It is then the responsibility of the IT organization to “reverse engineer” the overall customer focused metrics to determine the cascading sub tier metrics that directly contribute to the overall customer metrics used to evaluate the effectiveness of a specific IT service. These sub tier metrics represent both technology metrics that indicate the effectiveness of a specific technology as w...

IT Service manager made interview with T1 engineer and asked why you left current company. He said, "Oh, one of customer users  was not happy with my onsite service because he felt my service performance is bad, and such a simple incident took 1 hour to resolve."

Our HK OFFICE is closed due to the TYPHOON NO.8.

Should you experience any technical issues or service request, please feel free to contact our service center it-service@brocent.com to seek for technical support.

On-going Service for Aircraft Manufacture

On the 26th July, 2016, Brocent help desk received the emergent service request to break-fix for one critical IBM servers in Beijing suburban area. Before technical departs to the site, the service expert made the analysis of the incident, and identified several resolutions and prepared some parts (Spare Servers, Motherboard and PSU).

This server is critical for client which provisioning service for production department. Hardware failure will stop the production and definitely cause production loss.

Help Desk Response Time: 7:24 A.M, 26th, July

Onsite team response Time: 7:55 A.M, 26th, July

Parts &Resolution Preparation till: 8:30 A.M, 26th, July

FE presents onsite till: 9:30 A.M, 26th ,July

First on...

As a service deliver head, we have deliver the onsite IT support service more than 5 years in China mainland and HK zone. Cases volume is increasing dramatically, while we are continuously maintaining the service quality. We found that it does not become more sophisticated to manage the service quality and customer satisfactory. Customers become happy and they trust our team's capability. Why? 

I admin that our team's technical skillset is not perfect, and it is not possible to have the whole teams members to cover all technical aspects. We are not super man but we deserves the best in communication throughout the whole lifecycle of each IT service ticket. Understanding the requirement of each case in the beginning of service request, it is ...