Operating Model
Cistel’s operating model is designed to provide high value by providing a comprehensive set of services based on clear and easy to monitor Service Level Agreements (SLAs), delivered efficiently and with high quality based on industry best practices and delivered by a highly qualified team. Cistel’s operating model revolves around four major areas:
- SLA Management
- Processes (based on industry best practices)
- Qualified Delivery Team
- Customer Communication and Reporting
SLA Management
Cistel operates on a SLA management model to ensure that agreed upon services are delivered in the manner expected by the customer. Cistel ensures that all Service Level Agreements (SLAs) are met by closely monitoring the Key Performance Indicators (KPIs) captured in the SLAs. For the Managed Services, Cistel installs an Automated Network Monitoring System to continuously monitor all critical devices and applications to quickly detect failures and restore the service often before end-users notice.
Processes
Cistel’s operating processes and procedures are based on ITIL best practices and have been proven to be efficient while achieving and maintaining high service delivery quality. The main processes include:
- Incident Management;
- Problem Management;
- Change Management;
- Configuration Management;
- Asset Management; and,
- Capacity Management.
Qualified Delivery Team
Managed Services are provided with a highly trained team. The size of the team is dependent on the customer requirements.
Customer Communication and Reporting
Cistel meets with its customers on a quarterly, monthly or weekly basis depending on the customer’s requirements. Cistel also provides monthly reports summarizing the performance against SLAs as well as network infrastructure improvement recommendations based on the analysis of trending data.
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