Service Management

A customised service approach.

No matter the size or type of your business, you'll always receive high-quality, on-demand support from CenturyLink. But if you need additional guidance for your Co-Location, Managed Hosting or Cloud services beyond traditional support, CenturyLink's Service Management team can help. Service Management takes support to the next level by adding a named team of business and technology experts to your account who act as an extension of your internal IT to proactively and strategically plan, monitor, evaluate and evolve your IT and infrastructure most effectively.

For clients that require continuous hands-on assistance with business, hardware, software, scale, security, network or growth requirements, Service Management brings a level of governance and consistency to your account that is unparalleled.

Service Management team members hail from all aspects of technology and are custom-selected to work on your account based on their industry and application expertise. Team members average between six and 10 years working in the industry and many of them have advanced degrees and certifications such as CCNA, CCDP, or MCSE. Nearly all customer-facing Service Management team members are ITIL certified, from foundational to masters level; 80 percent of them hold a PMP Certification and one third are CISSP (Certified Information Systems Security Professional) or Security+ certified.

Our Service Management solutions are:

  • Personalized with teams comprised of both business and technical resources
  • Proactive through custom reporting, analytics and recommendations that give you the insight you need to make informed decisions
  • Strategic, with guidance around business and technical issues focused on helping you evolve your business to meet current and future challenges




  • Personalized service from business and technical teams
  • Customised to your desired level of engagement
  • Proactive support through custom reporting, analytics, and recommendations
  • Strategic guidance focused on helping you meet and overcome current and future challenges
  • Consumption-based pricing model with plans sold in monthly increments of hours of support from designated advisors


  • Get the insight you need to make informed decisions that drive your success
  • Leverage technical and business experts who will provide personalized guidance and insights, from service installation to ongoing maintenance
  • Gain a competitive advantage by proactively solving complex IT challenges

No Matter Your Challenges, We've Got You Covered

The overall goal of Service Management is to provide customers with a tightly-bound global network of service personnel, trained and capable of providing ongoing consultation, change management and support. At the onset of your client engagement, our team will work directly with you to design a Service Management plan that aligns with your requirements. Service Management plans focus on six main coverage areas:

  • Customer Enablement: customised reporting, ASPs and processes
  • Lifecycle Management: ongoing project management and reporting, business planning, Runbook and SLA reporting
  • Change Management: change advisement and assessments, risk identification and impact analysis
  • Architecture Design: consultation, optimisation and reporting; resiliency and consolidation guidance
  • Web Application Services: configuration, monitoring and capacity management
  • Technical Support: from basic to specialised subject matter expertise

There are two levels of Service Management Packages: Primary and Supplemental. All Service Management customers start with a foundational Primary Package that is anchored by a Client Services Partner (CSP). The CSP acts as the lifecycle business partner and first point of contact for your account. You may also select a package that includes a Client Technology Advisor (CTA) as your lifecycle architect, and/or a Technical Service Engineer (TSE) for day-to-day hands-on support. This team then works in tandem to meet your objectives over time.

For customers with specialty needs, Supplemental Packages are meant to bring you specialised expert support for filling in critical gaps in operations, security, database support, service evolution, or engineering. These roles include Technical Operations Managers (TOMs), Security Account Managers (SAMs) and the Adaptive Help Desk and can be added to any Primary Package as needed.

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