IT Management Services
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Information Technology Service Management |
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We ask the questions that need to be
asked:
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Define and assess the current IT environment. What is the current
situation?
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Define the desired IT environment- Where do we want to go?
· Identify "gaps" between the current and the desired state of IT-
What needs to be done?
· Identify critical linkages.- What are the indispensable or
essential elements of the plan
· Prioritize planned IT efforts.- What do we do first, second, ...
last
· Link problems to processes. Which actions, changes, or functions
are bringing difficulties. Why aren't we
getting there? What is stopping us? |
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Environment
Management |
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Configuration
management.
We keep track of hardware, software, their status and relationships.
Change Management.
We Coordinate, prioritize,
authorize, schedule resources and assess risk of significant IT changes.
Maintain the change calendar. |
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Business – IT
alignment |
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Business assessment.
We assess the business strategy
and define requirements for IT contribution to the value chain.
IT strategy development.
We develop and IT strategy that
will optimize IT’s contribution to the business objectives. We
Identify strategic infrastructures and application systems.
Customer management.
We provide the role of trusted advisor. Anticipate new requirements,
communicate service value, keep a pulse on customer satisfaction levels
and engage in joint problem solving |
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Service Design and
Management |
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Service planning.
We define service requirements and
services.
Service level management.
We translate the service plan into operational requirements.
Availability and continuity management.
We define, track and control IT resource availability. We create and
manage Disaster recovery plans.
Capacity management.
We ensure that infrastructure
improvements are ready to meet demands of customers.
Cost management.
We manage all assets and control service cost structures. |
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Service Development
and deployment |
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Build and test
services and related applications as specified in the service design.
Release to production.
We manage deployment of software and hardware into IT environment. |
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Operations Bridge |
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Incident management.
We handle all events, problems, requests and queries from users or
systems.
Operations management.
We proactively collect resource status data. Provide notification of
incidents.
Problem management.
We determine the root cause of
recurring, critical or escalated incidents. |
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