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Software Support

What do we offer?

Software Support

Our Software Support services are designed to provide IT professionals with assistance in the resolution of issues with operating system or back office software applications.

Vendor-accredited service personnel and ITIL support processes ensure that all incidents are recorded, prioritised and managed effectively to resolution. Trend analysis of all incidents can be provided from the incident records.

How do you benefit?

As an active corporate member of the IT Service Management Forum (itSMF), ICM supports the development and promotion of IT service management best practice, standards and qualifications.  This means that you benefit from industry recognised best practice and a standardised approach.
Our Software Support services:

  • Can be accessed via telephone or email
  • Are supplemented by secure, remote connectivity to customer infrastructures
  • Enable our subject matter experts to undertake detailed diagnosis and resolution activities
  • Reduce the time to resolution of complex issues
  • Provide access to our vendor partners support services (i.e. Microsoft, VMWare, etc.)

What our customers have to say

…for INPS, the risk to our customer base associated with choosing the wrong supplier took precedence. And in our eyes, one supplier stood out from the rest. What struck me throughout the evaluation process was ICM’s willingness to listen to us and deliver a service tailored to our needs – rather than coming up with the cheapest option or simply the solution they thought we should have.

- Karl Wood, Service Director, INPS

What's covered?

Strategic agreements with Tier 1 software vendors mean our subject matter experts have immediate access to the highest-level technical insights, supporting you both remotely or onsite. Our Software Support services provide:

  • Direct access to vendor trained and accredited ICM support staff
  • Services designed for IT professionals
  • Technical fault support, provided by telephone and supplemented by remote access
  • Remote configuration assistance provided on operating environments and back office applications

Optional features include:

  • On-site response where a software fault cannot be resolved remotely
  • Administrative assistance

All services are aligned to the IT Infrastructure Library (ITIL™) framework for industry best practice.


For further information contact ICM today on 0844 863 3333