Cegedim supports all its clients across the globe
 
Cegedim provides a range of post-implementation, ‘business as usual’ application management services. Our Application Support team deals with any issues encountered by our clients during normal production operations.

Such issues range from problems encountered in normal operation of the system (known as ‘incidents’) to queries about how to achieve specific goals using Actisure.

We support all our clients across the globe out of our Bristol operating centre. Our Application Support Team members’ length of service exceeds industry standards; their expertise, combined with our proven Service Call Management Process (‘SCMP’), built on ITIL guidelines, ensures that we routinely deliver upon defined SLAs for each and every client.

A partnership approach

Our mission is to 'restore normal service operation as quickly as possible, minimising the impact on business operations'.

To achieve this, we work in partnership with our clients, relying upon them to:
  • Appoint appropriately-trained staff to be responsible for Actisure support 
  • Follow the Service Call Management Process guide
  • Maintain a ‘Production support’ environment 
  • Provide us with remote access
  • Respond to database requests 
  • Access our FTP site

This partnership approach, and our culture of continuous improvement, help our Application Support Team help our clients maximise the benefits that Actisure can drive.
A partnership approach 

Why do ITIL guidelines matter?


IT Services Management 
ITIL (“Information Technology Infrastructure Library”) is an example of an ITSM (“IT Service Management”)framework.

ITSM refers to the activities that are performed by an organisation, or part of it, to plan, design, deliver, operate and control IT services offered to customers; 

ITSM is concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology;

ITSM is characterised by:
  • Adopting a process approach towards management
  • Focusing on customer needs and IT services for customers rather than IT systems
  • Stressing continual improvement

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