Our ITSM processes typically are based on the ITIL® framework:
One way to differentiate your organization from others is, to provide high-quality services. With rising customer expectations, you need to provide high-quality services today and increasingly higher levels of service in the future. Your customers have little tolerance for downtime, slow performance, and slow responses to requests. If they have other choices, they will surely go somewhere else.
Service management is the cornerstone of your organization. Covering everything related to planning, providing, monitoring, coordinating, and reporting service quality, service management drives all aspects of managing an effective organization.
Starting with the service level agreement, service management establishes the basis for IT service delivery processes such as availability, capacity, continuity, security, and production operations management, as well as support processes such as problem management, configuration management, and release and change management (among others).
Forms the foundation or the framework your organization’s ITSM process building. We work with your team in defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. Service strategy for your organization will include the following aspects:
- Strategy management: Assessing your organization’s market, offerings, and competition, and developing a strategy for IT services to enable ROI.
- Service portfolio management: Managing the service catalog to ensure it has the right IT services, within the defined level of investment, to cater to customers.
- Demand and capacity management: Understanding and anticipating the demand for your defined IT services, and ensuring that your organization has the capacity to meet customers’ demands and needs.
- Business relationship management: Identifying the needs of your clients, ensuring that the right services are developed to meet their requirements, to maintain a positive relationship with customers.
Planning and designing IT services your organization needs to offer to meet business demands. This stage involves creating and designing new services as well as assessing current services and making relevant improvements. There are several elements we look at designing or improve your existing systems.
- Design coordination: Managing designs to ensure that the newly designed or modified services, information systems, technology, and metrics are consistent and effective.
- Risk management: Identifying potential risks caused by IT service processes, recording them with their impact and recommended remediations.
- Service level management: Defining service-level agreements based on discussions with the customers, to ensue that services are designed based on them.
- Capacity management: Analyzing the capacity of your services and ensuring that they suffice to meet the expected and agreed service-level targets.
- Availability management: Managing all aspects of the availability of IT services.
- Information security: Maintaining data security, as well as protecting the confidentiality and integrity of the organization.
- Compliance: Ensuring IT services comply with enterprise and regulatory policies.
- Supplier management: Managing contracts with suppliers to ensure that suppliers meet their contractual commitments.
Once we have we have finalized the designs for your services and their processes, we coordinate the building process and test them out to ensure that processes flow. Our team will ensure that the designs don’t disrupt services in any way, especially when existing IT service processes are upgraded or redesigned.
- Change management and evaluation: We ensure any changes to your IT environment is in a controlled manner to avoid disruption to business operations.
- Project management: Planning and managing major release activities.
- Knowledge management: Maintaining a shared IT knowledge base with your organization team.
- Service asset and configuration Management: Maintaining and managing IT assets that are required for the offered IT services, and their configuration items (CIs).
- Release and deployment management: Planning, scheduling, and controlling the deployment of various releases to ensure minimal disruption to existing services.
Your systems need to closely monitor processes and workflows and be proactive in ensuring continuity in service delivery. Our service framework defines the following as some of the main processes we manage to ensure continued operations:
- Incident management: Ensuring incidents are resolved at the earliest and service requests are attended to within the agreed service level targets.
- Problem management: we aim at minimizing the impact of IT incidents that led to the problem, and coming up with a solution or a workaround.
- Technical management: Managing the IT infrastructure with the most appropriate technical expertise and support.
Continual service improvement (CSI)
Implementing IT processes successfully is not our stage in your organization. There’s always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.
- Service review: We make routine reviews of your services and infrastructure to identify any areas that may require improvements.
- Process evaluation: Our Team Monitors processes constantly and evaluating them to ensure that the benchmark is maintained.