The Economics and Technology of
Softential Support

Beyond Blue

Softential's portfolio of business aligned support services takes the "traditional support" capabilities of its vendor partners and significantly enhances them.

It's all about accountabilty & results

Taking the lead from the ITIL body of thinking - Softential leads its clients to view support as a foundation to achieve new levels business and IT alignment. This new thinking yields incremental ROI from existing infrastructure investments and open new paths to expanded capabilities and enhanced performance.

Doing more with less is not just a marketing catch phrase anymore. It's the reality you face when trying to find ways to step up the level of support and operations assurance for your core IT infrastructure.

The imperative to contend with unprecedented demands to find new enhanced ROI and efficiencies and at the same time change the "cost side of the equation" is a task that calls for active participation from a proven and trusted partner.

Lower your operational costs with Softential Support Services

Softential Enhanced Level 1 and Level 2 Software Support

Softential stands as a leader in providing Tivoli Business Service Assurance (BSA) and Information System Management (ISM) support to a wide range of enterprises and public sector organizations — large and small.

Performance-Based Support

Softential provides its clients Service Level Agreements (SLAs) that govern and quantify response times, escalation policies and reporting options. With a 98% customer satisfaction rating and a renewal rate of more than 95%, Softential is acknowledged for its quality of service and the responsiveness of its support professionals.

Certified Professionals

Support on all level 1 and 2 support calls is provided by IBM Tivoli/Netcool Certified Engineers (Netcool Certified Consultant and Certified Deployment Professional Accreditation). Softential currently employs more than 20 trained and certified engineers and consultants on staff supporting over 50 Tivoli customers delivering 24X7 support services.

Special Pricing

As a Premiere Partner Softential is able to share its leverage which translates into significantly discounted software and support pricing.

Complete Access to Softential Support

Softential's support customers have the ability to interact with the support team using a range of tools to suit the needs and preferences of the support user. Traditional telephone hotline access, email and instant messaging, and fax are all standard options for interactive support.

Using the Softential Service Portal customers are able to handle all support transactions in a single environment with full security and confidentiality. The Portal provides on-demand access to incident ticketing (open/track/escalate/close) from virtually anywhere they are on the internet.

Beyond incident and problem resolution handling, the Softential Support Portal gives customers direct access to Softential's Support Knowledge Base to help with problem remediation and knowledge sharing for prescriptive and proactive application.

Access to Field-Developed Solutions.

Building from the wealth of practical experience gained from deploying Tivoli based solutions to more than 150 clients, Softential has developed several complementary value-added products that extend and enrich core Tivoli enabled environments, including:

Extended Access to Softential's Field Engineer/Consulting Services Knowledge Base

Shared thought leadership, best practices, and lessons learned are central to the support services value proposition from Softential.

In addition to working with Softential's Support Team members, support customers are able to leverage hundreds of years of Softential's collective real world field engineering and consulting experience and expertise.

Depending on the nature of the issue or topic, Softential works to link its subject matter expert with the customer. Additionally, Softential is able to expand the knowledge sharing process to introduce non-competitive clients for interaction and mutual benefit.