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Service Management

Service Management

At BrightGen we believe our service management approach is unique due to the focus we put on the customer experience. We provide full end-to-end service management including 24/7 support and system administration. Our focus includes:

Transition Management: a proven set of processes for safely transitioning support services from its current state (existing or new implementation) into the BrightGen service.

In-life Management: comprehensive services including incident management, problem management, change management, performance management, capacity management, availability management, monitoring and alerting services - all to agreed SLAs and managing third parties, including product vendors and offshore suppliers where applicable.

Enhancement: through maintenance and updates, the service is kept in step with current and future business requirements.

Continuous Improvement: : an ongoing cycle of reviewing, enhancing, and improving the end-user experience. Thus ensuring a longer service life, improved user experience and cost savings over the life of the service.

We always strive to improve the level of service that our customers experience through continuous assessment of the service management model we employ. Additionally, we aim to understand our customers’ business model and any other factors that may impact the service:

• Understanding who the users are, and the differing types of user who utilise the service

• Service criticality

• Cost of failure

• Existing pain points

• Strategic requirements

• Key success criteria

BrightGen provides Service Management across a range of business sectors, business functions and technologies.

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