Service Catalogue IT Service Desk - Service Catalogue

Service Catalogue
IT Service Desk

Service Version: v1.0

Service Catalogue IT Service DeskContents

Service Catalogue
– IT Service Desk

Ricoh is known worldwide for
print and imaging, but there's much more to us than that.

We help organisations make IT work harder for their business through managed services that improve user experience, increase operational efficiency, strengthen resilience, and optimise technology investments.

Our approach is different. Rather than starting with a tender response, we start by understanding your business priorities, your users' needs, and the outcomes that matter most. From there, we help you unlock greater value from your existing IT estate and identify opportunities to improve performance, productivity, and service delivery.

With more than 35 years' experience delivering IT Managed Services across the UK, Europe, and globally, Ricoh combines global expertise with a local, customer-focused approach.

Our managed services portfolio includes:

IT Service Desk
Managed Device Lifecycle Services (MDLS)
Remote Infrastructure Monitoring and Management (RIMM)
Engineering and Onsite Services
Cloud Optimisation
Smart Lockers

Organisations including Ramsay Healthcare, B&M Retail, Evri, Reckitt, MBNL, and JO Hambro trust Ricoh to deliver reliable, high-quality managed services. They value not only our ability to consistently meet agreed service levels, but also our flexibility to respond when business demands change and additional support is needed.

We don't just manage IT.
We let people succeed with IT.

01 | Service Identity

02 | Service Summary

03 | Business Outcomes & Value

04 | Service Scope

05 | Core Service Capabilities

06 | Service Tiers and Delivery Options

07 | Incident & Request Handling

08 | Service Levels (SLAs / KPIs)

09 | Reporting & Governance

10 | Service Enablement Requirements

11 | Continuous Improvement

12 | About Ricoh

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Service Identity

Service line:

IT Service Desk Managed Services

Service offering:

The service is delivered through two integrated operational layers. End User Support & End User Compute Management

Services included:

Service Capability

Description

IT Service Desk

Incident Management & Request Fulfilment (core ITIL practice services)

End User Compute (EUC)

Managed Productivity Services (O365-Word/Excel/PowerPoint, email-Outlook, collaboration-Teams, information-SharePoint/OneDrive)

Workplace Platform Management (Endpoint Management-Intune, Provisioning & Deployment-Autopilot, Protection-Defender)

Service Summary

Ricoh delivers a fully integrated End User Support and End User Compute Managed Service designed to ensure users can work productively while their digital workplace platforms remain secure, stable, and optimised.

The service combines:

IT Service Desk operations acting as the single point of contact for users
EUC platform management responsible for:
- Managed Productivity Services (Microsoft 365 Apps - Word, Excel, PowerPoint, Outlook with integrated collaboration services including Teams, SharePoint, and OneDrive)
- Workplace Platform Management (Endpoint management - Intune, Provisioning - Autopilot, Security – Defender, Identity - Entra ID)

Together these services provide a complete support model for the modern digital workplace.

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Business Outcomes & Value

The unified service delivers measurable outcomes:

Enhanced Workforce Productivity & Experience - Higher employee productivity, reduced friction, improved employee satisfaction (EX)
Standardised & Scalable Device Lifecycle - Lower operational cost, faster time-to-productivity, scalable onboarding for growth or M&A
Improved Security Posture & Risk Reduction - Reduced likelihood and impact of cyber incidents, lower financial and reputational risk

Operational Efficiency & Cost Optimisation - Reduced cost-to-serve per user/device, improved IT productivity, predictable OPEX model
Data Protection & Compliance Assurance - Regulatory compliance (e.g. GDPR), reduced data leakage risk, audit readiness

Agility & Business Change Enablement - Faster time-to-market, improved business responsiveness, transformation readiness
Improved Service Quality & User Satisfaction - Higher CSAT/NPS, reduced complaints, improved perception of IT

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Service Scope

User support & service
desk capabilities

The Service Desk provides the operational interface, telephone, email, and Self-Service Portal (ServiceNow), between users and IT services

Key activities

In scope:

First-line remote support
Second Line (L2) Enhanced Technical Support
Third Line (L3) Specialist / SME Support
Incident Management
Request Management
Access Management
Asset Tracking
Knowledge Management
Problem Management (Advanced & Premium)
Governance and reporting

Complementary optional services:

IT Asset Lifecycle Management
Hardware Procurement
Software Licensing
SIAM 3rd Party Management
On-site Workplace Services

Service Scope continued…

End User Compute
Platform Management

The EUC service provides operational management of the digital workplace platforms.

Core Management Areas

Platform Area	Supported Platforms
Device Management	Intune, Autopilot, SCCM, Patch My PC
Identity Services	Entra ID, Active Directory
Microsoft 365 Apps	Office, Outlook, Teams, SharePoint, OneDrive
Security Management	Microsoft Defender

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Core Service Capabilities

Device Management

Device lifecycle, configuration and compliance management is delivered through Microsoft endpoint technologies and best practice aligned process.

Services include:

Device provisioning
Device policy management
Application deployment
Patch management
Compliance monitoring & remediation activities

Identity Services

Access management service delivering secure access, improved user productivity, reduced cyber risk, simplified compliance, stronger administrative controls, and seamless hybrid identity management.

Services include:

Secure user authentication
Conditional access & zero trust security
Seamless user experience
Identity governance & compliance
Privileged access management
Hybrid & Cloud identity integration

Core Service Capabilities continued…

Security Management

Security services to reduce cyber risk, improve visibility, automate security operations, strengthen compliance, optimise endpoint health, and lower operational costs through unified endpoint protection and management.

Services include:

Advanced threat protection
Continuous endpoint monitoring
Vulnerability & patch management
Automated investigation & remediation
Compliance & security governance
Unified security management

Microsoft 365 Apps

Providing user support on all core Microsoft productivity applications, and managing the key features of mail, storage, and collaboration platform.

Services include:

Mailbox management
Licensing administration
Data storage
Collaboration platform management

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Service Tiers & Delivery Options

The service is available in three service levels:

All three tiers are available
for delivery as:

Shared Service
Multi-tenant support model
Dedicated
Dedicated support team
Hybrid combination
Combination of shared
and dedicated capabilities

Essential

Core Service Desk reactive EUC support
Monday – Friday (12x5)

Advanced

Core Service Desk reactive
EUC support
Monday – Friday (12x5)
Proactive platform management and reporting

Premium

Core Service Desk reactive
EUC support
24x7x365
Proactive platform management and reporting
Enterprise digital workplace operations with governance

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Incident & Request Handling

All service requests and incidents are logged and managed through ITIL-aligned processes including:

Categorisation
Prioritisation
Escalation management
Resolution tracking
Knowledge article updates

The IT Service Desk manages the full ticket lifecycle, escalating platform issues to EUC engineering teams where required.

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Service Levels (SLAs / KPIs)

Priority-based response and resolution targets apply (P1–P4)

Priority	Business Impact	Response	Resolution
P1	Full service outage / security breach impacting business-critical users	15 mins	4 hours
P2	Major degradation impacting multiple users or critical functions	30 mins	8 hours
P3	Moderate issue affecting limited users or non-critical services	2 hours	2 days
P4	Minor issue / service request / how-to	4 hours	3 days

Key KPIs:

90% SLA compliance
80% of calls answered within 20 seconds
90% email acknowledgement within 2 hours
Tier 1-70%, Tier 2-75%, Tier 3-85% First Time Fix target

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Reporting & Governance

Operational reporting includes:

Service volumes
SLA performance
Platform health metrics
Endpoint compliance
Security posture

Premium tier includes:

Quarterly governance reviews
Continuous improvement planning

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Service Enablement Requirements

Effective delivery of the IT Service Desk and Managed Device Lifecycle Services (MDLS) is supported through:

Secure access to customer environments and managed devices.
Appropriate permissions and administrative access aligned to service responsibilities.
Accurate user, asset and configuration information.
Integration with relevant customer platforms and management tools where required.
Defined governance, communication and escalation processes.
Collaborative engagement between the Customer and Service Provider to support operational effectiveness and continual service improvement.

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Continuous Improvement

A Continuous Service Improvement Plan (CSIP) is maintained to enhance service performance through:

Trend analysis
Automation opportunities
Service optimisation
Governance reviews

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Get in touch now

About Ricoh

Ricoh is a leading provider of integrated digital services and print and imaging solutions designed to support digital transformation of workplaces, workspaces and optimise business performance.

Headquartered in Tokyo, Ricoh’s global operation reaches customers in approximately 200 countries and regions, supported by cultivated knowledge, technologies and organisational capabilities nurtured over its 90-year history. In the financial year ending March 2025, Ricoh Group had worldwide sales of 2,527 billion yen (approx. 16.8 billion USD).

It is Ricoh’s mission and vision to empower individuals to find Fulfilment through Work by understanding and transforming how people work so we can unleash their potential and creativity to realise a sustainable future.

For further information, please visit

ricoh.co.uk