Welcome to Brennan

See what’s happening with your IT issues and requests, right across your business. This includes all hardware, software and support issues managed by Brennan. Your IT assets are also now registered and visible in your portal, making it so much easier to stay up to date with your entire fleet.

Get the insights you need to work more effectively, with a completely customised Business Intelligence dashboard. This will give you a view of how your Brennan services are performing, including Net Promoter Score, live patching status, live backup status, and Service Level Agreement (SLA) performance.

Expand your storage and capacity by submitting requests for new virtual machines in just a few minutes. All requests are actioned by an engineer as soon as approved.

We periodically conduct a free review of your IT environment to create a ‘Risk Register’ that documents your potential issues, graded from low-to-critical. All issues covered by your agreement are fixed within 90 days and, for anything out-of-scope, we’ll inform you of high or critical risk events and proactively fix them so that you’re secure.

We provide you with a high-level, regularly updated view of where the opportunities to improve your IT and organisation lie. In it, we log and display proposed work in a quarter-by-quarter view, with approximate costings, benefits, and how risks can be mitigated so that you can assess your options and create business cases for budgetary planning.

We’re always working to improve our service and are proud to receive a world-class NPS score of over 80 from our customers. We review each ticket that receives a detractor score, with engineers responding directly to impacted users on how failings will be improved. This detail is analysed holistically to extract insights and direct future improvement work.

Using our Brennan Self-Service Portal as the front-end, we’ve built lots of automations to put the power back in your hands. You can now create new users in 5 minutes, end-users can self-reset passwords securely 24/7, and internal processes have been shortened to provide you with better turnaround times – and that’s just the beginning.

We’ve improved our processes so that you can get the attention needed, quicker. For major incidents, just call us and ask for the Incident Manager to invoke the Major Incident Management process. To escalate non-emergency problems where you think we’re falling short, just call and ask for the Duty Manager.

We’ve lifted our SLAs for all clients; regrading our ‘Incident’ classifications (dropping the lowest categories), doubling-down on improving the speed at which we can resolve ‘Requests’ (improving all grades by 50% in the last 12 months), and committing to a FTF rate on all Simple phone-based requests of 100%.

We’ve added reporting functionality in the portal for business leaders, providing them with a high-level view of their service and ability to drill-down into the detail. From a single place, you can get a view of recent changes to your service, Continual Service Improvement (CIM) ticket progress, access the Opportunity and Risk Registers, and get a view of your ticket and security health.

We’ve migrated our customer’s Continual Service Improvement tasks into a new ServiceNow module to provide unprecedented visibility of you improvement opportunities. You can now identify and fix systemic issues, and prioritise customer-centric improvement opportunities.

We’ve created a single, unified CMDB for each customer that’s accessible via our portal. This database lists all your organisation’s devices and the software that you’re running, so that we can solve problems quicker, be proactive in preventing failures, protect you from potential security risks, and automate provisioning, backups, and much more.