A customized service approach.
No matter the size or type of your business, you'll always receive high-quality, on-demand support from CenturyLink. But if you need additional guidance for your Co-Location, Managed Hosting or Cloud services beyond traditional support, CenturyLink's Service Management team can help. Service Management takes support to the next level by adding a named team of business and technology experts to your account who act as an extension of your internal IT to proactively and strategically plan, monitor, evaluate and evolve your IT and infrastructure most effectively.
For clients that require continuous hands-on assistance with business, hardware, software, scale, security, network or growth requirements, Service Management brings a level of governance and consistency to your account that is unparalleled.
Service Management team members hail from all aspects of technology and are custom-selected to work on your account based on their industry and application expertise. Team members average between six and 10 years working in the industry and many of them have advanced degrees and certifications such as CCNA, CCDP, or MCSE. Nearly all customer-facing Service Management team members are ITIL certified, from foundational to masters level; 80 per cent of them hold a PMP Certification and one third are CISSP (Certified Information Systems Security Professional) or Security+ certified.
Our Service Management solutions are:
No Matter Your Challenges, We've Got You Covered
The overall goal of Service Management is to provide customers with a tightly-bound global network of service personnel, trained and capable of providing ongoing consultation, change management and support. At the onset of your client engagement, our team will work directly with you to design a Service Management plan that aligns with your requirements. Service Management plans focus on six main coverage areas:
There are two levels of Service Management Packages: Primary and Supplemental. All Service Management customers start with a foundational Primary Package that is anchored by a Client Services Partner (CSP). The CSP acts as the lifecycle business partner and first point of contact for your account. You may also select a package that includes a Client Technology Advisor (CTA) as your lifecycle architect, and/or a Technical Service Engineer (TSE) for day-to-day hands-on support. This team then works in tandem to meet your objectives over time.
For customers with specialty needs, Supplemental Packages are meant to bring you specialized expert support for filling in critical gaps in operations, security, database support, service evolution, or engineering. These roles include Technical Operations Managers (TOMs), Security Account Managers (SAMs) and the Adaptive Help Desk and can be added to any Primary Package as needed.