Total IT Management
Remove the burden of IT service management and improve user satisfaction
Laying the foundations for success
Technology is evolving at a rapid rate, redefining industries and the economic market as a whole. It's understandable that internal IT teams can struggle to keep on top of tech advancement and change. It's difficult to balance innovation, user satisfaction and other demands.
Total IT Management removes the burden of day-to-day IT requirements and supports digital transformation, all whilst reducing costs.
The service is specifically designed for organisations seeking a robust digital support partnership focused on service quality and user satisfaction; one that comes without the required level of customisation and dedicated resources that our Premier IT Management service offers.
We provide world-class, award-winning, 24/7/365 IT support, working behind the scenes to ensure potential technology issues are resolved before an incident occurs. The service is initiated by our free IT audit, which will assess your technology capabilities and weaknesses. IT service requests are unlimited; whether your organisation needs help with remote access in a far-flung location or has an infrastructure emergency, our skilled engineers are there to support your users and your organisation as a whole.
Our clients also benefit from unlimited onsite support, supplier incident management and service request management. Working together, we’ll proactively manage your supplier relationships to ensure your organisation benefits from tailored, innovative and cost-effective digital solutions.
Leverage ROCK’s market-leading ecosystem of experience and expertise to empower your organisation with award-winning IT support. We’ll manage your technology architecture to ensure agility, stability and your competitive advantage.
World-class service desk
Unlimited 24/7/365 support
Full ITIL 4 alignment managing 30 ITIL practices
Onsite support and personal approach
Strategic partnership with a leading consultancy has its benefits
- Full supplier management
- Employee service centre
- Cyber advisory services
- Automated employee onboarding and transition
- 24/7/365 proactive network monitoring
- Information and knowledge management
- Dedicated service delivery manager
- Technology roadmapping and strategy support
- Asset and licence management
- Employee learning and development
Silence is golden
Remove the burden of IT service management and improve user satisfaction. Keep pace with technology and drive innovation.
Our IT service management consultancy is based on leading frameworks
Our qualifications, experience and adherence to industry standards mean that our clients are confident they're receiving the right digital solutions, implemented with care and a laser focus on quality and value.
We gain trust quickly, alleviating our clients of their IT burden and allowing them to focus on business success.
How ROCK can help
IT Outsourcing capabilities
Information security management
Information security best practice helps protect the information your organisation needs. Risks are identified, understood and managed. The origin and integrity of data are validated. Users are authenticated appropriately.
Services, service components and practices are continually improved. Your IT services are aligned with your organisation as it evolves.
Onboarding and mobilisation
Relevant training and service information are delivered for a smooth and pleasant user experience. Users are enabled and empowered to make the most of the service.
Service delivery management
Your service delivery manager establishes, monitors, manages and continually improves service delivery targets tailored to you.
Communication is open and transparent. Communication channels are planned, implemented, monitored and revised to strengthen our strategic partnership.
Incident resolution and service requests are managed through a single point of contact — the service desk. Service desk provision is scaled to your needs.
Every facet of our strategic partnership is designed for the co-creation of value. Your bespoke IT service creates value for your organisation and your users.
Measurement and reporting
Relevant data from various inputs is collected, where valid and appropriate assessments of the data are made. Levels of uncertainty are decreased whilst supporting good decision making and continual improvement.
Service level management
We offer rigorous service level management. Service delivery is monitored, assessed and managed proactively to anticipate and adapt to your requirements.
IT asset management
The full lifecycles of your IT assets are planned and managed to maximise value, control costs and manage risks. Assets are purchased, re-used and retired appropriately. Regulatory and contractual requirements are met.
Risks are identified, understood and handled to ensure the sustainability of your organisation.
Client experience and client focus
We focus on your users above all else: improving their tech journey at every touchpoint. Satisfied users create more value.
Capacity and performance management
Your IT service achieves agreed and expected performance. Current and future demand is satisfied cost effectively. Standards are continually improved.
Risks are properly assessed, all changes are authorised to proceed, and change schedule is managed appropriately. The number of successful IT changes is maximised.
Service validation and testing
Service requirements are defined, developed, deployed, measured, monitored and continually improved by your service delivery manager.
Controlled release management means users are working with the latest features and safety measures of the service. Rigorous change control processes reduce negative impacts on users.
Information and knowledge about your IT environment are securely and efficiently managed within ROCKipedia, our knowledge management system. Effective knowledge transfer facilitates faster and more reliable service delivery.
Service catalogue management
A single source of consistent information on all services and service offerings amplifies effectiveness.
Service configuration management
Structures and relationships between configuration items are detailed for effective management of your unique service configuration.
Organisational change management
Changes to service are implemented with minimal impact. Stakeholders are managed carefully for buy in and adoption. Transformation is accelerated and morale is protected.
Service continuity management
We’ll carry out regular risk analysis and management exercises to determine potential for failure, identifying and implementing appropriate responses that meet agreed business continuity targets.
Every organisation should be reaping the benefits of a technology audit. As a business, it’s imperative you know how reliable your technology is.
Incident impact is minimised and normal service operation is restored as quickly as possible. Root cause analysis mitigates the risk of similar incidents occurring.
Service request management
All pre-defined, user-initiated service requests are handled effectively for a good user experience. The agreed quantity and quality of services are upheld at all times.
Monitoring and event management
Services and service components are systematically observed. Events are recorded and reported by prioritisation of infrastructure, services, business processes and information security. Appropriate responses to events are pre-established.
The likelihood and impact of incidents is reduced by identifying actual and potential causes. Workarounds and known errors are managed for efficient problem solving.
Suppliers' performance is managed to ensure they’re delivering value for money. Includes full management of incidents involving third parties.
Services deliver tailored availability according to user needs. Service provision is scaled and adapted to fulfil your organisation's requirements as they change.
Infrastructure and platform management
Your infrastructure and platforms are monitored for optimal performance, including technology provided by external suppliers.
Hardware, software, documentation, processes and all live environments are managed effectively. Components are also deployed to other environments for testing and staging.
A strategic partner
to global and national trailblazers
A strategic IT partnership to power innovation. Remove the burden of technology and change.