CUSTOMER INCIDENT MANAGEMENT
Dedicated Response
Understanding your business
To provide enhanced support
![customer incident management customer incident management](https://stage.gtt.net/wp-content/uploads/2023/01/8-customer-incident-management.webp?w=600)
Leading Incident Resolution. Effective Communications.
Your Customer Incident Manager is responsible for leading the resolution of incidents and managing the implementation of your critical requests. In collaboration with the shared GTT Operations, Customer Incident Management allows for customization and closer alignment with your business needs.
The Benefits of Customer Incident Management
![Escalation Ownership Escalation Ownership](https://stage.gtt.net/wp-content/uploads/2023/02/2-escalation-ownership.webp)
ESCALATION & OWNERSHIP
Technical understanding of your services ensuring speedy escalation of tickets and enabling faster service restoration
![Major Incident Management Major Incident Management](https://stage.gtt.net/wp-content/uploads/2023/02/3-major-incident-management_v2.webp)
MAJOR INCIDENT MANAGEMENT
Working in conjunction with your internal processes. All activities are designed to expedite service restoration
![Problem Resolution Problem Resolution](https://stage.gtt.net/wp-content/uploads/2023/02/4-problem-resolution.webp)
PROBLEM RESOLUTION
Triggering trouble tickets as part of incident investigations, including any chronic issues that have been identified
![Regularly Scheduled Reviews Regularly Scheduled Reviews](https://stage.gtt.net/wp-content/uploads/2023/02/5-regularly-scheduled-reviews.webp)
REGULARLY SCHEDULED REVIEWS
Scheduling regular meetings to review active incidents and improve results through post-mortem analysis
Why GTT?
- Global geographical presence 24x7x365
- Designated ownership regarding communication, response times and urgency for high priority items
- Comprehensive knowledge of your business objectives and the relevant requirements when managing high priority incidents and change requests
- Focusing on critical operational requirements and acting as a champion within GTT for areas of criticality
Related Services
Technical Management
Enhance your internal expertise for both current & future requirements
Service Management
Enhance your customer experience. Let us proactively optimize your services
Program Management
Simplify complex projects using dedicated experts & best practice frameworks
RELATED RESOURCES
Quick Read
How Managed Network Services Make A Critical Difference For Operations
Manufacturing is a high intensity industry. Network-led solutions help solve the everyday problems manufacturers face. Smart factory initiatives improve efficiency and continuity, with cloud- ...
Quick Read
Why Technology Partners Matter In Uncertain Times
Technology advancements support 5 key areas of manufacturing. Leveraging managed services providers to support and secure the network infrastructure that enables these advancements helps ...
Quick Read
Get The Lowdown On The Smart Factory & The Next Wave of Innovation
Manufacturers understand that they must stay up to date with the latest developments in technology to be competitive. At the same time, technology is ...
OUR GARTNER RATING
![Gartner Peer Insights Reviews Gartner Peer Insights Reviews](https://stage.gtt.net/wp-content/uploads/2023/01/Gartner-Peer-Insights-Reviews.png?w=224)
82%
![](https://gtt.net/wp-content/uploads/2023/01/thumbs-up-black.png?w=41)
As of 26 July, 2024
Talk to an Expert
Interested in learning more about GTT products & services? Please complete this short form to schedule a call with one of our sales consultants.
Thank you for your information. One of our sales consultants will be in touch with you.