Company Adds to Superior Customer Service with Implementation of IT Service Management
CHARLOTTE, N.C. – April 26, 2016 – Peak 10, Inc., a national IT infrastructure and cloud services provider, today announced the implementation of IT service management, a business process alignment initiative based on the widely adopted Information Technology Infrastructure Library (ITIL) framework. The implementation of IT service management enhances Peak 10’s current service-minded approach to IT delivery by propelling the company to deliver higher levels of personalized and prompt service. The majority of Peak 10’s operations employees have been trained and certified in the ITIL framework, allowing the immediate improvement of the customer experience while shaping one cohesive ecosystem for employees, customers and partners.
The ITIL framework operates in four stages beginning at an overarching strategy to an industry standard. Peak 10 is dedicated to progressing up the ITIL maturity stack to address its current customers’ need for more consistency, agility and efficiency within their current IT infrastructure. The immediate features will include new, superior levels of service management; more self-serving capabilities, including enabling the automated workflow tool Service Now; increased process automation; and enhanced communication channels, with features like ChatterBox for mobile computing and web-enabled chat.
“Peak 10’s enterprise-level customers are requesting faster go-to-market processes for moving data within the cloud,” said Peak 10 SVP of Customer Operations, Joe Deney. “By becoming easier to work with and more self-service oriented, coupled with availability of IT expertise, IT service management will allow us to move upmarket and serve new customers with complex IT needs, while retaining existing customers with greater efficiencies and capabilities.”
Peak 10’s application of the ITIL framework will continue to elevate its position as a consultative, hands-on leader in cloud and data center services, with the focus on the customer – which is evident from its industry-leading Net Promoter Score (NPS). Through the effective IT service management approach with ITIL, the company will improve their internal operations and better align its people, processes and tools to ensure customer service availability and 24/7 uptime. Because the ITIL service strategy is a continual process of improvement, Peak 10 will continue to transform as the market evolves to integrate services with its customers to ensure a seamless and aligned experience.