Service desk

First and second line support

TheValueChain has its own Service Desk, which is organised according to ITIL best practices and is certified by SAP as a Partner Center of Expertise (PCOE). It consists of a front desk, which is a skilled first-line service desk that is responsible for call handling, registration, diagnosis, resolution, dispatching and building a knowledge base. This desk dispatches tickets to the second-line specialists for diagnosis and resolution of incidents, as well as trend and root-cause analysis to define and resolve structural problems.

ITIL identifies several processes. TheValueChain supports and priorities the following:

• Service level management
• Incident management
• Problem management
• Change management

TheValueChain currently supports 70+ customers with first-line and second-line consultants.

Service level agreements for continuous improvement

Service level management allows TheValueChain to ensure that all service processes are in place for the agreed service level targets. Service level management monitors and reports on service levels and holds regular customer reviews.

The service level agreement (SLA) describes what TheValueChain’s service offer includes and what the appropriate service levels for the supported systems are. It describes the services at the start of the steady-state operations, which then serve as the foundation for continuous improvement of our services throughout the contract duration. This cooperation is key to ensuring that both parties have a clear and mutually agreed understanding of the work to be performed.

Seamless post-project support

Your collaboration with TheValueChain continues even when your SAP solution is live. We’re there to support you throughout your solution’s lifecycle. We have predefined processes in place to ensure that the transition from implementation to support goes smoothly and without interruption. The service desk is already involved during the go-live period and the hypercare period. As such, the knowledge transfer is taken care of and all necessary support processes are in place.