Through our end-to-end IT service management approach, Service Manage provides support through a designated service desk available 24x7 in case of incidents and a dedicated web portal for all your IT service needs. Different levels of service and options are available to address your needs with flexibility.
Service Manage
Support through a single service desk
Service Manage employs global processes and tools to help you maintain the overall performance of your services.
24x7 welcome desk
Service operation agents to:
- Manage calls
- Manage incidents, including logging
- Handover to technical specialists
- Speak English
Web portal: "MySM"
Allowing you to:
- Manage incidents
- Configure notification rules
- See real-time device status on eligible products
- Get information on planned maintenance
- Access to web chat for support on the portal itself
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Cross-functional AIOps supervision service to:
- Reduce noise and incidents by identifying problems’ root causes
- Predict alerts for any situation of degradation or even saturation
- Improve event correlation rules
- Encompass your entire scope of IT services
Additional support
Answering your specific needs:
- Premium support: technical specialists to manage calls, troubleshooting, coordination with technical support teams
- Problem management
- 11 additional languages for call support
- CMDB and incident APIs
Your main benefits
Serenity
- One desk for your multiple products
- Business continuity with 24x7 support and faster resolution of incidents
- Visibility on web portal with all the information and process
Personalized support
- Language choice for phone calls
- Ability to use your own ITSM tool through API for the CMDB and incidents
High-quality support
- Technical expertise for complex solutions
- Proactive monitoring for automated incident creation
- Quality of service guaranteed by SLAs
What makes the difference with Orange?
Global service, local care
Five Major Service Centers providing support 24x7
Five Major Service Centers providing support 24x7
My Service Space
ITIL-compliant portal, dedicated to you
ITIL-compliant portal, dedicated to you
Highly-skilled experts
Global adoption of ITIL, Avaya, Cisco and ISO certifications
Global adoption of ITIL, Avaya, Cisco and ISO certifications
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Manage the performance of all your IT services with artificial intelligence
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