Professional services
Listening to your needs and delivering on them
ntl:Telewest Business believes in bringing the personal touch to
everything we do. Whether we’re dealing with a large enterprise or
public sector customers, we want to know what matters to them and
how we can go the extra mile to make a real difference to them.
That's why we've worked hard to ensure that our staff are able to
respond effectively to your individual needs from the moment we're
first approached to bid our services, to managing customer projects
and to managing the quality of service from then on. Here are some
of the areas we’re working in to put the customer first:
Project management
Our professional project management team have many years
of experience delivering large and complex projects and
are supported by a Project Management Methodology (PMM) that
combines best practice, as exemplified by Prince 2, with a
flexibility that enables us to adapt to our client’s specific
requirements.
We believe that it is essential for any organisation delivering
complex IT infrastructure projects, to have a professional and
structured approach to project management. We recognise that
successful delivery of projects like these is critical for
supporting clients’ day-to-day business operations.
From the outset, a dedicated project manager will be
assigned, working with you to ensure your specific requirements are
understood and incorporated into a detailed project plan. All areas
of interest are incorporated: from the customer’s contacts through
to a detailed Health and Safety plan. You will have all the
information needed to allow you to manage your own business
operations around project activity as well as understanding project
progress through regular project reporting and monitoring.
Throughout the project, your project manager will ensure your
business interests are at the forefront of managing the project,
that technical or logistical issues are addressed and that we
deliver an integrated solution that is both robust and
reliable.
Service management
Business Service Management is the department responsible for
building and maintaining the service relationship with you
- ensuring that our contractual obligations and service levels
are met and that we deliver to, or exceed, your expectations.
Service Management acts as the customer's ambassador within
ntl:Telewest Business, representing your voice, listening to your
needs and ensuring that any problems and incidents are resolved
quickly and smoothly. Service management also enforces your Service
Level Agreement (SLA) with us and ensures that we stick to it.
Our approach is based on the rigorous methodologies mandated by
ITIL® (the IT Infrastructure Library), the internationally
recognised standard for IT service management. ITIL provides a
cohesive set of best practice, drawn from the public and private
sectors internationally. ITIL ensures that our approach to service
management is a pro-active one, letting us effectively monitor,
manage and measure the services we deliver to you. We tackle first,
the issues that most impact your business - whether they're about
finding and resolving availability or performance problems,
improving response time, managing the impact of change, or
reporting service level metrics.
Solutions training consultancy
Our inhouse Solutions & Training Consultants (STCs) are here
to give you the support and training you need to get the most
out of such solutions as Centrex, Inbound Call Management,
IPVPN and IP Multimedia. Working alongside our service managers,
the solutions training team combine excellent technical knowledge
and practical experience along with a supportive and enthusiastic
approach to training. Feedback from our customers, on both the
calibre of our consultants and the value of the new skills they
learnt, has been tremendously positive.