Overall SLA Hit
"IT Lab are highly knowledgeable and incredibly patient with my staff and I." Andrew Griffith, Director, My London Home.
In A Nutshell Overview
Supplementing, supporting, consulting and collaborating; ITMS provides exactly what your IT resource needs, when they need it.
ITMS gives you access to the very latest enterprise level technology, consultancy and managed IT support services, all tailored to your exact needs.
No hidden costs or nasty financial surprises, guaranteed! ITMS is billed on a straight forward, all inclusive monthly basis, enabling you to plan ahead and ensuring you get the best return from your IT investment.
Service Elements AM Team
A strategic and service team to supplement your needs; working as an extension of your in-house team.
Multi-tiered support for your IT team or end users from our support engineers, technicians and specialist gurus.
Providing complete access and control, our award winning monitoring platform is at the heart of everything we do.
Complete visibility across every aspect of your IT support and project services. Raise, view and even manage cases through our central management platform.
Comprehensive monthly reporting delivers 100% transparency and accountability in all our actions.
We provide flexible, on demand cover or staffing on a longer term or project basis for any part of your IT operations.
Leverage our expert consultancy services to achieve your IT and business goals.
A comprehensive range of project services to complement and support your IT team.
Working with your IT team to ensure a smooth setup and successful implementation process.
Your AM team is personally responsible for ensuring we deliver you the best possible service. Our unique approach gives you a dedicated team to supplement your requirements exactly where you need us to.
Each team works with clients that share similar support and technical requirements. This enables us to deliver the most appropriate services and solutions to our clients.
Proactive & Responsive
Your AM team meet regularly to review service levels and discuss any issues and upcoming activity.
Driven by a wealth of live data and reporting, your AM team proactively coordinate and manage your account. Collaborating at the degree you require us to, we concentrate on delivering exactly what your IT team needs, when they need it.
Whenever necessary your AM team will be involved at a case level to manage case escalation and the mitigation of risk.
Your IT Manager oversees the strategic aspect of your IT support and managed services. They drive all consultancy, developing a combined strategic roadmap, coordinating internal teams to provide your internal IT with the necessary tools to deliver.
Acting as your PA within IT Lab, your Client Advocate schedules resources, handles all customer service issues and billing enquiries on demand. They are the lynchpin that coordinates and supervises your assigned support engineers or project teams.
Multi-tiered support for your IT team or end users. An extension of your internal IT, our support engineers are available 24/7, as a standalone service or an overflow for your in-house support team.
Smart, motivated and service obsessed, our highly experienced support engineers are also backed by specialist gurus, whose in-depth technical knowledge and extensive experience allows them to resolve the most complex issues. Long running relationships with leading suppliers also gives us unrivalled access to third party vendor support at a level not available to end user organisations.
Kaseya is the award winning remote monitoring and management system at the heart of all our managed support services, enabling us to access, monitor, manage, upgrade and fix networks remotely.
Whether it’s your internal team using Kaseya alongside our support team or us managing the entire process on your behalf, with Kaseya nothing goes unnoticed!
Not only does Kaseya provide complete infrastructure visibility and management, it also ensures system health without interrupting your daily operations.
Find out more about why Kaseya is at the heart of our managed support services…
"We rate IT Lab's service highly. They have great response times and understand our requirement for speedy resolutions to any and all IT problems." Graham Cooper,
Managing Director, Oil Brokerage
Autotask is a feature rich enterprise resource planning (ERP) solution, specifically tailored to deliver a seamless IT service desk.
Based on our experience in servicing over 350 clients, Autotask’s powerful workflow based solution enables IT Lab to deliver best value and efficiencies to our clients, providing unrivalled flexibility and functionality in line with our service commitment.
Live reporting is central to monitoring and maintaining the highest service levels across all of our managed IT support services. It also ensures we always maintain a strategic approach to the management of your account.
Live reporting can be accessed at any time via our client portal. Our account management teams also conduct comprehensive quarterly reviews of all service data, giving you an accurate performance record and a way to identify and resolve recurring issues.
"It's great to have access to a wide range of experts at the end of the phone." Mary Laws,
Finance Manager, salt PR
Short Term Cover & Staffing
We provide flexible, on demand cover for any area of your IT operations. Make sure your workflow isn’t interrupted by holidays or sick leave, or leverage our staff base to accelerate projects or boost productivity. We can also provide carefully chosen engineers and product specialists on a long term or project basis, reducing your training and employment costs.
Our experienced IT consultants can assist and support your IT team in any area, from managing a procurement process, designing solution architecture, project implementation, training, mentoring or management support. Taking the time to understand your business objectives and IT system, our IT consultants will ensure that you can make informed decisions aligning IT with your wider business goals.
"IT Lab have worked with us to put a roadmap in place which fits our technical and budgetary requirements. Their collaborative approach is second to none." Adam Powell
Access a full suite of IT project services delivered on a flexible, on-demand basis by your IT manager, expert engineers and solution specialists. Helping you to implement projects, from back up & disaster recovery, cloud & hosting to system migrations and email management solutions. Secure your network with our managed security services, and design, consolidate and support your business applications.
As part of the account set up process we conduct a comprehensive audit of your IT systems, physical infrastructure and 3rd party supplier agreements, with the creation of a detailed plan for on-boarding.
The infrastructure audit is led by our market leading auditing software, Kaseya, with our consultants also conducting extensive interviews with stakeholders and users to map and fully understand the human dimensions of your IT system and your business requirements.
"Nothing can be left to chance during the set up phase...everything has to run like clockwork. " Ernesto Broersma,
IT Manager, IT Lab