Corporate Services : Service Management

Service Title Service Definition Services Features
Business Process Outsourcing (BPO) Service Desk We offer Business Contact Centre packages to customers with supporting processes and technology platforms aligned to provide services to citizens on behalf of and in conjunction with customers.
  • BPO Service Desk: inbound channelling
  • BPO Service Desk: first contact resolution
  • BPO Service Desk: advanced first contact resolution (FCR)
  • Service Delivery – Information and Functional support: BPO Systems Availability management
  • Service Delivery – Information and Functional support: Service request management
  • Service Delivery – Information and Functional support: Reporting on performance against all incidents and requests
  • Service Delivery: monitoring and escalation
Unified Messaging We offer customers service packages that enable secure communication between citizens and government through Wireless Access Service Provider (WASP) platforms.
  • Bulk SMS – Sent through government systems to citizens.
  • Bulk SMS – Sent through e-mail to citizens.
  • Premium SMS – Receive communication from citizens
Software Asset Management (SAM) We offer SAM in support of a business practice for managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within the client organisation.
  • Advisory services on the entitlement position, software contracts and licensing models
  • Manage the SAM IT solution
  • Maintain Software Asset Management toolset and database
  • Asset discovery and inventory management
  • Maintain a repository of Software License Agreements/Contracts.
  • Maintain the Software License entitlement register/ database.
  • Software Asset Management Reports
Service Management Provide customers with the capability to effectively monitoring, evaluate and continually improve services using IT Governance (CoBIT), international best practice frameworks (ITIL), and international quality standards (IEC/ISO 20 000). Service Desk Remote Support Incident Management Problem Management Change / Release Management Monitoring Service Delivery

About

As the lead IT agency for the State, SITA has been at the forefront of IT in government to providing responsive and relevant ICT products; services and solutions to government as its shareholder.