Blog 53

We’d like to introduce our IT Service Delivery Team - an area that we’ve been developing and growing in-house to add value to our clients while taking care of our internal needs too. We’re really excited to showcase these capabilities to everyone.

Meet the team

Being a small company when we started, our IT needs were minimal and we managed to get by with the help of our QA team and an IT apprentice, Warren. But as we continued growing as a team and business, our IT team had to be scaled up to provide enough support for all our departments,and clients.

Warren liked working here so much that he decided to stay and became IT Support Analyst. We then made additional hires to expand the team and now have 4 members in total who form the IT Service Delivery department, including a new apprentice, Joel, who started with us earlier this year. They are responsible for managing our desktop equipment, hardware, software and PC builds, as well as ensuring our network is up and running at all times.

Whilst previously, we would just walk up to our IT guys if we needed any help, now, we’ve implemented a formal process to delivery for more efficient Incident Management. Internal teams and clients now raise a ticket directly into the Service Desk Tool. These tickets are categorised as either an incident or service requests and are then allocated a priority dependent on the impact and severity. This in turn, has a predefined Service Level for time to resolve. The team also generate problem records to address repeat and high impacting incidents to identify their root cause to remove the likelihood of them happening again.

Live product support

One of the more interesting and exciting activities for our IT Service Delivery Team is supporting and maintaining our clients’ live products. Once a project is complete and out of its warranty period, it becomes a fully functioning live product. We’ve created a support service for those clients that don’t always need continuous development, but want help as and when any issues may arise. When dealing with products that have a high volume of traffic and transactions, it’s really important to be able to make sure they run smoothly and if there are any disruptions, they are resolved as quickly as possible.

Our team monitors these live products and receives notifications whenever there could be a potential obstacle. The system alerts them to keep an eye on certain areas or processes, such as high CPU capacity or increased traffic. While these alerts may not cause any major impact to the client, it enables the team to proactively monitor them, reducing the likelihood of high impact incidents. We’re also continuing to improve our processes to be better prepared for major incident management to give a piece of mind to our clients.

ITIL framework

In addition, the team are now implementing processes and procedures aligned to the ITIL Service Management Framework for Incident, Problem and Change Management. Most importantly, this factors in DevOps which is required to build in the necessary governance to maintain the need to deliver correct service to the client with the correct speed and agility. This allows us to plan, act upon and improve on any IT support or delivery activities, as well as managing third-parties and meeting compliance standards, especially as we have to strictly adhere to the UK Gambling Commission standards.

The team adds a great value to our business overall. We’re already providing live services for a number of clients and it always makes them feel reassured that there’s someone there to provide support to their products should they need any help. If you’d like to discuss your live product support needs, get in touch!

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