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| Change Management |
Expert |
- Standardized methods and procedures
- Efficient and prompt handling of Changes
- Minimize the impact of Change-related Incidents
- Ensure service quality
- Improve the day-to-day operations
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| Configuration Management |
Expert |
- Identification of all IT components
- Controlling configuration Items through authorization of changes
- Recording of the status of all Configuration Items
- Verification through reviews and audits to ensure the accuracy of the information
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| Asset Management |
Expert |
- IT finances and Cost accounting
- Contracts management
- IT assets lifecycle management and maintenance
- Balance between business service requirements and total costs
- Budget predictability
- Contractual and regulatory compliance
- Inventory of software licenses and warranties
- Leases and procurements
- Hardware/software retirement and disposal
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| End User Support |
Expert |
- Manage level 2 tickets
- Resolution Tracking Management
- Fix production incidence requests.
- Provide 2nd tier support to all users with Desktop issues
- Application support
- Hardware support
- Manage SLA for end user computing
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| Service Desk Management |
Expert |
- Single point of contact for Customers
- To facilitate the restoration of normal operational service with minimal business impact
- The types of Service Desks operated include:
- Call Centre: Trouble ticket creation and call dispatching - no other activities done
- Unskilled Service Desk: call dispatching, incident tracking, feedback mechanism to clients
- Skilled Service Desk: large number of incidents are solved at the Service Desk
- Expert Service Desk: incorporates Incident Management and Problem Management (partly)
- Ensure proper triage of issue results in fewer escatlations to Level 2 support team
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| Operating and Service Level Agreement Management |
Expert |
- Operating Level Agreement
- Document Control & Version management of processes and procedures
- Authorizations, Dates & Signatures that provides enforcement of roles and responsibilities
- Objectives, Scope and services covered as per IT Services Catalog
- Prioritization & Escalation - To ensure delivery of prompt service as agreed, and the acceleration of support for high priority issues
- Response Times - Initial response to inquiry; time to review and evaluate; time to perform diagnostics with an alignment to the escalation times
- Reporting, Reviewing & Auditing of key performance indicators (KPIs)
- Service Level Agreement
- Scope of Work
- Performance, Tracking and Reporting
- Problem Management
- Customer Duties and Responsibilities, Warranties, Remedies and compensation
- Security, Intellectual Property Rights and Confidential Information
- Legal Compliance and Resolution of Disputes
- Termination and Signatures.
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| Dash Board Systems |
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- Data Center Operational status
- Application Availability status
- Service interruptions and ETA of Service Restoration
- Change control status
- Performance and response times Metrics
- Bulletins and alerts
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| Emergency Response Management |
Proficient |
- Disaster handling process & procedures
- Roles and responsibilities
- Communication options and methods
- Primary, secondary and emergency contact information
- Training
- Coordination, guidance and execution
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| Data Center Operations |
Expert |
- Operating environment with High-availability, redundancy and replication
- Disaster Recovery Planning processes and procedures
- Backup/Restore/Archive on-site and off-site, on-line and on-demand
- Site management shipping & receiving, HVAC, wiring and cabling
- Power management
- Physical and access security
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| Data & Information Protection |
Expert |
- Approvals
- Policy enforcements, compliance, risk assessments and mitigation plans
- Data encryption while stored or in transit
- Access Controls
- Virus protection
- Intrusion detection
- VPN technologies
- Firewalls
- Traceability, audit and reporting
- Backup, restore and archival
- Disaster recovery
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| Access, Authentication, Authorization and Admission Control |
Expert |
- User and device identity management
- Identity authenticity verification active, suspend and expired
- Authorization verification
- Compliance verification and admission
- User and group policy enforcement
- Patches, updates and software release version verification
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