Service Manage: one point of accountability to help with all your products

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

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
My Service Space
ITIL-compliant portal, dedicated to you
Highly-skilled experts
Global adoption of ITIL, Avaya, Cisco and ISO certifications

 

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