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Service governance and management

Striving for excellence in customer service

Entrusting your most crucial IT services to a managed services provider (MSP) requires confidence and trust in the partnership between you and your MSP. Advania’s service governance and management team delivers a high-quality service that targets your business objectives, focusing on the twin aims of continuously achieving client value while providing expert support across all governance and management needs.


A managed service provider with a difference

Managing our clients’ IT services on a daily basis and ensuring those services are delivered to the highest standards possible means constantly monitoring and improving what we do. But offering industry-leading managed services is only part of what makes us stand out – building and maintaining successful client relationships is what allows us to evolve and keep pace with your needs. Advania is the technology company with people at heart – and it’s our people that make the difference for us, just as your people do for you.

Service management you can rely on

The best services are the ones delivered seamlessly from the start. At Advania, our team of transition managers and service delivery managers focus on your business value in ways that go beyond simply ensuring the successful delivery of our services – they create the foundations to manage our relationship with you and cultivate a thriving partnership which allows for long-term growth and success. We provide flexible service delivery and dedicated service management to support the strategic journey that each individual organisation requires.

Strategic partnership

With regular contact and reporting, our service delivery management will work closely with you to ensure our services keep delivering the value you expect.

End-user focus

The end-user experience is at the core of our efforts. The high-quality services we provide are accompanied by insights and recommendations from your service delivery manager to meet your needs, today and in the future.

Continuous evolution

Working in partnership, together we will be perfectly placed to constantly refine and improve our services as our relationship matures and your goals change.

Effective and optimised service provision

The most successful organisations ensure that every part of their operation is being governed efficiently and effectively. Sometimes, that governance comes from a dedicated, outside team. At Advania, all of our services follow the Information Technology Infrastructure Library (ITIL) framework and Advania best practice, meaning we follow recognised best practices to ensure your needs are met. Our satisfaction comes from seeing an ongoing development in overall client satisfaction, as well as supporting long-term client achievement. Here’s how we can help you.

Service, governance and management

Data-driven decisions through service performance reporting

Understanding precisely how your services are making a difference and having a clear view of your data allows you to make more informed decisions for your organisation. By regularly reviewing the data around your service performance and usage, and presenting it to you, your service delivery manager will identify trends and opportunities for service improvements. Making decisions based on evidence is how organisations can derive greatest value from their managed services, and how you can achieve your long-term goals through data analysis and service reporting.

Continual service improvement

Technology is advancing at a pace unlike any other point in history, but with the opportunities and potential that new services and apps offer also come risks and challenges. Your service delivery manager will take ownership of these for you, creating a service improvement plan to drive various actions through to closure. By continually assessing the changing business need and by analysing the data to gain a holistic view of your service use, our team will be able to offer ongoing improvements across all elements of the delivery of your services. The goal is always to drive greatest value – for you, for your people and for our teams who are working towards your goals.

Generating business value with outstanding process management

In pursuit of your goals, technology is only one part of the equation. To ensure that your IT systems and business objectives are aligned and working in tandem, your organisation needs secure, well-designed IT management processes. As part of our service governance and management service, Advania offers process management support for businesses built on years of expertise and experience working with our clients’ interests at heart.

How Advania’s process management services can help your organisation

Our dedicated team can provide support for all processes, as well as working with your internal teams if you require it.

We can offer expert support with:

Major incident management

ITIL problem management

Change management

Knowledge management

Configuration management

No matter whether you need continuous monitoring and resolution of critical issues or want advice on proposed changes and stakeholder engagement, our process management teams can help shape a path that leads to sustainable and long-term success, supported by the twin pillars of ITIL best practice and expertly delivered support.

Delivering on your key objectives

When your services and solutions work, your people can focus on generating the greatest value possible for your business. But when issues crop up, you need confidence that problems can be resolved efficiently, with solutions reached without major disruption to your operations. At Advania, we ensure that robust processes are in place for such an eventuality, giving you peace of mind that your services are secure and continually improving to me your evolving goals and needs.

ITIL aligned for industry best practice

All of our services adhere to the ITIL framework and Advania Best Practice. This means every ticket raised with us is managed to strict, industry-recognised standards.

People-focused for unique service delivery

We know that for your organisation, the difference comes from your people. That’s why across everything we deliver our focus is on you. When you become an Advania client, we dig deep to learn as much as we can about your needs to create a service model to meet them.

Expertly delivered world-class management

Our Process Management Team will work with you via our ServiceNow-powered toolset, one of the world’s leading IT Service Management (ITSM) providers.

World-class ITSM with ServiceNow

At Advania, we have invested heavily in the capabilities of ServiceNow.

All of our standard processes are supported and our own DevOps team have a particular focus on its toolset. For our clients, this means you benefit from a team of experts working with cutting-edge, class leading ITSM technology, including:

  • A branded web portal for all request and incident-raising and tracking
  • Dashboards and reporting tools
  • Interaction through email, phone or SSO, Active Directory and Azure AD Integration
  • Extension of the solution into your internal IT team if desired

An account management team built around you

When you choose Advania, you aren’t simply choosing a managed service provider to offload some of your day-to-day responsibilities. Forming a partnership that supports your business goals, we want to become part of your wider IT team and make sure that we assign the people to you who best fit your operations and your culture. Forming the right governance team for your organisation is every bit as important in ensuring that you receive excellent customer service.

Service, Governance, Management

Client Account Manager

Your Client Account Manager will be linchpin between yourselves and Advania, overseeing the entire commercial relationship that exists. Your client account manager will make sure that the wider Advania team understands your long-term strategy and will update you on a regular basis so that you can take advantage of all the latest development available to you.

Technical Account Manager

Your Technical Account Manager will provide you with in-depth technical support and planning, working to ensure your technical environment is designed for its evolving needs. If you have more complex escalating needs that have not been resolved by our service desk or if you need additional support building a technology strategy roadmap, your Technical Account Manager is your point of contact.

Service Delivery Manager

Responsible for the day-to-day operational relationship between our team and our clients, your Service Deliver Manager will make sure that you receive a constant high-level service. Offering expertise across a range of governance and management needs, your manager will add value through developing close links between our organisations, shouldering the responsibility for your daily operations, supporting your strategy and offering improvements to the service where necessary and providing analysis and feedback both to you and to our internal teams.

An award-winning trusted Microsoft partner

In the UK, Advania is recognised as a full Solutions Partner for Microsoft Cloud and an Azure Expert Managed Services Provider, ranking us among the global elite of Microsoft partners.

For your business, your people make the difference. For us, it’s no different – our success is your success. With Advania, you can trust you are gaining the best support and expert advice.

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A commitment to service excellence and exemplary customer experience

At Advania, we know that our successes are closely intertwined with yours. By shaping your service governance and management team around you and closely monitoring your organisation’s trends and strengths, we can further increase what makes you different from the competition.