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Our market-leading service and support centre EQ24/7 is a powerful bespoke tool enabling real-time and proactive monitoring and management of our customer sites and services, ensuring contract terms, payment mechanisms and service level agreements are constantly monitored and met.
EQ24/7 is a combination of systems and processes that allow John Laing Integrated Services (JLIS) to manage both its hard and soft facilities management services across multiple contracts and business sectors.
The system component is provided by Maximo® Enterprise Suite (MXES), the industry leader in the field of facilities and asset management software. MXES is a comprehensive suite of products all built on a single, common platform. It combines enhanced Enterprise Asset Management functionality with new service management capabilities that together improve the effectiveness of asset management strategies.
MXES includes advanced IT asset management, service management, and a full-featured service desk; all based on the IT Infrastructure Library (ITIL) guidelines. MXES provides compliance with contracts, service level agreements, internal corporate standards, and government regulations such as Sarbanes Oxley, HIPAA and others. Each product can be implemented separately as a stand-alone solution or readily deployed together. The solution enhances asset management and ensures service performance of production, facility, transportation and IT assets.
EQ24/7 Service Desk sits at the heart of our service. It will, communicate with users, prioritise tasks, anticipate issues, monitor progress, prepare and issue reports and be in constant contact with suppliers and on-site staff.
A centralised EQ24/7 Service Desk provides a round the clock link between these components, providing support & advice to our customers, on-site teams and sub-contractors.
Our EQ24/7 Service Desk is configured specially all of our contracts and enables us to clearly understand our contractual responsibilities, continually review our service delivery and exceed our customers’ expectations.
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