Because of this, NTT Europe Online has a continuous service improvement programme in place, which is underpinned by ITIL® and best practice guidelines to ensure the smooth running of our IT operations.
NTT Europe Online’s strong commitment to service management is demonstrated through the expertise of its project, account and service management teams.
Account Management
NTT Europe Online recognises the importance of managing clients’ expectations. To achieve this, every client is assigned a named Account Manager. The Account Manager acts as your main point of contact and is responsible for ensuring that you receive the level of service and support you need. Account Managers are in regular contact to understand the challenges and unique demands that you face, enabling them to help scale and enhance your solution as your business changes.
Project Management
Project Managers at NTT Europe Online follow PRINCE2 methodology and are assigned to ensure the agreed technical design is implemented to the correct service level agreement, on time and to your satisfaction. Anomalies and difficulties are discussed with customers during the project and actions agreed to resolve any issues.
Premier Service Management
For customers with larger, more complex solutions, a team of individuals within NTT Europe Online’s operation team are tasked with providing customer care and service delivery support. Acting as the customer’s voice within NTT Europe Online, the Premier Service Manager provides:
- Monthly service reporting and service review meetings
- Future planning
- Pro-active alerting and response to potential problems
- Reporting of incidents
- Pro-active monitoring of service level agreements
- Dedicated monitoring of any customer-driven commercial events or campaigns including capacity planning assistance for future events.