itExange has significant experience in providing Outsourced IT Services in the Australian market. We have developed a model using the best of breed processes and a purpose built support engine that combines all aspects of support including ticketing, proactive monitoring, incident and problem management and change control to ensure our clients IT environments are stable and predictable.
Some of the key elements of an itExange Outsourced IT solution include:
itExange ITIL based Help Desk provides a single point of contact, accessible via telephone, email or Internet, for all user and network issues.
Our experienced and friendly team leverage the breadth of customers we work with to ensure responsive and knowledgeable solutions to issues. The team also uses that breadth of experience to proactively provide solutions to new and complex problems before they become an issue for you.
Proactive Network Monitoring and Management
itExange Enterprise is itExange end to end issue management and network monitoring system developed through years of experience and customer feedback. itExange Enterprise allows for proactive network monitoring and management services including:
Automated call-ticketing from network monitoring alerts,
Automated knowledge-based updates from previously resolved issues; and
Automated issue/environment matching based on previously resolved issues, allowing for proactive flagging and resolution for customers, prior to any symptoms arising.
itExange is able to personalise our Outsourced IT offering to enhance the end-user experience in mixed in/out sourced, multi-vendor or complex environments including:
Dedicated 1300 number
Branded Support portal for logging and viewing open Help Desk tickets
Flexible but clearly documented processes for interaction between itExange, internal IT staff and 3rd party vendors