As a global provider of IT products and services, Comarch was an early adopter of the ITIL-approach, which is based on a collection of best practices that allow us to deliver customized support while maintaining high operational efficiency. Driven by this framework we continuously improve our Network Operations Center and service desk communication both internally and externally. For our Global Operations Center we created an agile approach to network monitoring services. This makes everything easy to customize in accordance with a particular client’s business needs.
Comarch Global Operations Center team is more than just a network operations center team. We believe in continuous development, so our experts are not only well-trained and certified but also mentored via continuous review and feedback. We want our engineers to be aware of the technical and business impact aspects of their work. At Comarch Global Operations Center, each engineer is responsible not only for network monitoring, but also for proactive communication with customers, collecting information about incidents, and managing tickets. The more effective the communication, the faster the ticket resolution process.
In line with ITIL-standards, Comarch Global Operations Center handles tickets in a hierarchical manner. If an issue is not resolved within a specified time frame (or cannot be resolved via phone – for example a hardware issue), the next level is informed to speed up issue resolution.
