AddOns for the complete operation of your systems

With Managed Workplace and Managed M365, Sycor Modern Work provides all services relating to your end devices: configuration, applications, security, etc. Our AddOn Services complete the operation of the systems. They allow us to offer our customers a complete workplace from a single source. In addition to device and application management, the following services complete the Managed Workplace and Managed M365 package:

Sycor DaaS Offering

with all lifecycle processes including financing

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Sycor Service Desk

using qualified support units and ServiceNow as an ITSM tool

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Sycor Service Management

through stable service management processes and a corresponding organization and governance

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DaaS - Device as a Service

Many medium-sized companies no longer want to deal with the time-consuming device management of PCs / notebooks / tablets / smartphones because it is not a core competence of the company and does not really generate value:

Selection of new hardware models through end-of-life discontinuation of current devices
Installation (staging)
Packaging, shipping, transportation

On-site finalization of the installation
Basic instruction of the user
Return and disposal of old devices

In addition, there is coordination with the workplace operator regarding autopilot or other installation procedures, as well as policies and other configurations. As a rule, asset and configuration data must also be updated.

We are happy to take care of these tasks for you, regardless of which hardware provider you choose. If required, we can provide loan devices, support or take responsibility for rollout projects and manage the lifecycle.

For us, a Device-as-a-Service service also includes the choice of whether devices are purchased or leased, as well as the handling of repairs or warranty claims. We are also happy to agree a return quota so that you remain flexible and do not pay for devices and services that you do not use productively.

If required, we can also certify the erasure of data carriers and provide erasure logs.

AddOns for the complete operation of your systems

Service Desk

Sycor puts together a service desk tailored to your requirements. We pursue several approaches in the context of the end user experience.

Strong support is provided by the integration of the processes in the Sycor ITSM tool ServiceNow. Every standard managed service is embedded in the Sycor Service Desk for handling requests, incidents and problems on the basis of standard and premium SLAs.

We also accept and manage major incidents on request and, if required, provide you with a dedicated service desk that is individually tailored to your company.

All Sycor service desks are managed by team leaders and operations managers. For the customer, this means constant contact persons who are familiar with the agreed services and ensure compliance with the service level agreements.

Continuous improvement is our aim. We present identified optimization potential to our customers in joint service reviews.

For the implementation and transition phase, we use the proven AIM scrum method, which combines the strengths of waterfall and scrum in one project philosophy.

Of course, in addition to ServiceNow and e-mail, we provide a telephone system as an input channel for receiving calls.

Service Management

Customer satisfaction is no coincidence. With its Managed Service, Sycor offers customers the complete service management stack to maintain the quality of service provision at a high level in accordance with the service agreement.

Continuous improvement plays a key role in this, as it offers potential savings and improvements for our customers and for Sycor. To this end, we obtain trends, special features and other performance figures from processes in our ITSM tool ServiceNow, evaluate them and derive suggestions for action from them so that we can continuously improve together.

We generally divide service management into three levels:

Organisation

In the service management organization, we have a clear division between Account Executive (commercially responsible), Service Manager (contractually responsible) and Delivery Manager (technically responsible). There are also cross-functional roles for the service management processes and for the Information Security Officer.

Processes

The processes operated by Sycor are strongly based on ITIL. Standard and non-standard service requests are defined for the managed services delivered by Sycor, incidents are managed and their processing monitored by the Sycor Service Desk. Sycor has mapped the processes in ServiceNow and maintains the CMDB through the requests and incidents.

Governance

Our governance is based on the service management structure of our customers. Our service managers and delivery managers take part in the service meetings. Suggestions for improvement, SLA fulfillment and possible extensions to the contractual agreements are discussed there. During service meetings, we discuss the optimization options for the services based on the report provided by Sycor. Here we separate the SLA presentations from other operational reports, e.g. on Cis. We report the SLAs on a monthly basis; ad hoc reports can be called up online in dashboards with many filter functions by the customer himself.