Data Management Investigate

Thriving on Complex Service Contracts

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Executive Summary

A managed service provider offering a full networking infrastructure management service, Centrinet's service arm is a 24 x 365 support and operations centre. Operations are spread over 1000 sites globally, and the Call Centre logs over 7000 calls a month. After trying a number of software packages throughout the years, which failed to deliver the level of flexibility Centrinet needed for its business, a new procurement exercise was carried out, resulting in the selection of Sostenuto from IT service management company Sunrise. With the new flexibility now available in the software platform, Service Delivery Manager Carl Ashcroft was brought in 2008 to shape new processes that would take advantage of this and fulfil customers' expectations for improved transparency and performance.

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