What’s Maintenance Services Solutions all about? 

Maintenance Services simplifies service call dispatching, field technician management, billing and guarantees quality of service. The objective of Maintenance Services is to be able to manage Moves, Adds, Changes to a diverse client base (architecturally and geographically) in an efficient and timely manner with measurable costs.

CDM’s Service Desk and implementation teams are dedicated to Maintenance Services operations. We are focused and disciplined to ensure that services are provided efficiently to the agreed service levels and quality standards.

Maintenance Services Features

Provision of Maintenance Services covers a diverse range of services to alleviate ICT support issues for clients. Our services include:

• Provisions of infrastructure moves, adds and changes
• On-site maintenance including technical assistance for installations
• Remote maintenance including remote problem diagnosis and support
• Break/Fix services
• Spares management including procurement
• Warranty management
• System configuration and installation

Providing these services to end-users without extensive knowledge and experience can prove costly to organisations. CDM recognises the financial and operational challenges that organisations face in regards to maintaining equipment. We work closely with our clients to provide cost effective and innovative solutions to meet our clients requirements.

What does CDM offer?

CDM has established and evolved our Maintenance Services Solutions for clients since 1999. We manage the design, scope definition, quotation and implementation phases of work relating to the provision of Maintenance Services as well as providing on-going support for our clients.

Our flexible Maintenance Services offerings allow clients to select services which meet their requirements. Our offering suite consists of:

• Consultancy
• Design
• Design/Build & Operate
• Host/Operate  

Figure 1 CDM Business Model

1. Consultancy
CDM’s Consultancy Offering utilises industry best practise Maintenance Services standards to enable an assessment of an organisation’s current Maintenance Services System and processes, identifying Maintenance Services risks and vulnerabilities. CDM consultants work with our clients to understand business objectives, define business requirements and develop the business rules and process improvements around Maintenance Services.

2. Design
In conjunction with CDM's consultancy services, CDM also provides a Design Offering where a Maintenance Services Solution is tailored specifically for our clients who are wanting to implement, operate and manage their own Maintenance Services capabilities.

3. Design/Build & Operate
Expanding on CDM’s Design Services, the Design/Build & Operate Services provides an organisation with the flexibility of owning the Maintenance Services infrastructure, but allowing CDM to manage the operational Maintenance Services activities by providing experienced resources.

CDM will procure and implement the Maintenance Services Solution on behalf of the client and based on the Maintenance Services design, build and transition the Maintenance Services data and processes to the CDM Maintenance Services Service Desk for the operational management of the processes for the duration of the contract.

Figure 2 Provision of Maintenance Services

4. Host/Outsource
CDM’s Maintenance Services Hosting Offering is a Managed Services offering for clients who prefer to outsource the Maintenance Services function and day-to-day execution to CDM. These hosting services are supplied on a monthly or quarterly on-going operational service based fee for services.

CDM will manage the end to end Maintenance Services policies, standards, processes, systems and measurements, and will provide availability and service level management to ensure consistent and reliable service delivery for our clients.

CDM Engagement Model

Business Benefits

The benefits that CDM’s Maintenance Services Solutions can bring to any organisation include:

High quality service Decreased costs Low operational risk Increased employee productivity

The services provided embody policies, standards, processes, systems and measurements. The services are tailored, mutually developed, agreed and implemented to meet the specific requirements of our clients. 

Why CDM?

CDM has been delivering high quality Maintenance Services since 1999. We currently partner with one of Australia’s leading ICT operators to provide Maintenance Services to their customer base.

Our service management framework and processes are guided by models such as the IT Infrastructure Library (ITIL) and the Australian Business Excellence Framework - Australian Quality Council.

Crucial to an efficient Maintenance Services Solution is a single point of contact for clients. CDM’s Service Desk provides customers a single point of contact for managing all faults and service requests and to provide a single integrated system for client requests, job tracking, service level management and workforce management.

CDM also provides:

A certificate workforce offering national coverage Maintenance scheduling around our client’s business drivers Proactive fault notification on products 24x7 call logging for emergencies Spares parts review Software upgrades Flexible coverage windows and response times Escalation management

We can provide you with your Maintenance Services solution. Contact CDM to discuss your requirements.