Pink Elephant - Out of Hours Support

Presented by

Neil Petford, Regional Director, Pink Elephant SA

About this talk

Within all organisations there is an ongoing “tug of war” between the requirement to provide support to the user community, including escalation support in the event of Major Incidents and the significant cost of providing these services outside of core hours. Join us as we discuss our Out of Hours Support Services. We will cover: • Advantages of Destination South Africa • How does the OOH support work • Underpinning Technology: Bomgar + Cherwell; Knowledge transfer; transition process; Call scripting, escalation procedure, known errors • Backlog Management • Case study / success story

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Pink Elephant is an international business innovator and knowledge leader in the field of business transformation. With IT and consulting services, Pink Elephant enables clients to translate knowledge and creativity within their organisation into results. Beginning with its foundation in 1980, Pink Elephant has perceived the synergy between man and IT as the most important tool for businesses to innovate and increase their competitive advantage. Pink Elephant is active in more than 20 countries and alongside business and management consultancy also provides Enterprise App Services, IT Services, and Education Services.