The ServBeyond team has an extensive and successful record of providing Service Management and Automation services to federal and state government organizations.
CMS/CCIIO Data Services Hub (DSH)
Maryland Department of Transportation (MDOT) – Network Managed Services III (NMS III)
Maryland Transportation Authority (MDTA) – IT Systems Operations, Maintenance, and Support
Our highly effective, full-service Service Desk capabilities are based on service management best practices and procedures. These are the foundation of ServBeyond’s Service Desk operational model which is designed to maintain consistently high customer satisfaction levels while provisioning services to end users as quickly as possible.
We are dedicated to Continuous Improvement and have continuously identified and implemented improvements including call templates, automated surveys, dashboard alerts, specialized training programs, a quality assurance (QA) database, and an integrated asset management database. These processes have enabled us to streamline the interaction between the staff and the customer leading to decreased call times, increased First Call Resolution (FCR), and an exceptionally high-level of customer satisfaction. We have been successful in reducing user call volumes through techniques such as automated password resets, scheduling tune-up/clean-up services of user’s systems, user training, self-help portals, onsite kiosks, and other modern approaches such as chatbot and machine learning integration.
We have invested heavily in our knowledge and expertise in the latest and most widely-used cloud-based platforms to support our customers’ service management objectives.
Highlighted Past Performance:
Network Managed Services (NMS III) for Maryland Department of Transportation (MDOT)
The ServBeyond team has supported the MDOT enterprise architecture, data center, network, and cybersecurity environments for over 9 years. Out team team designed and implemented all major MDOT IT Service Management processes based on industry best practices to achieve operational improvement in IT service delivery, leading to a successful ISO/IEC 20000-1:2011 certification for the MDOT NMS III Program.