IT Operation Services (IOS)

Change Management

  • Solution Manager Methodology
  • Efficient and prompt handling of Changes
  • Minimize the impact of Change-related Incidents
  • Ensure service quality
  • Improve the day-to-day operations

Configuration Management

  • 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

Asset Management

  • 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

End User Support

  • 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

Service Desk Management

  • 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 solve at the Service Desk
  • Expert Service Desk: incorporates Incident Management and Problem Management (partly)
  • Ensure proper triage of issue results in fewer escalation to Level 2 support team

Operating and Service Level Agreement Management

  • 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.

Dash Board Systems

  • 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

Emergency Response Management

  • Disaster handling process & procedures
  • Roles and responsibilities
  • Communication options and methods
  • Primary, secondary and emergency contact information
  • Training Coordination, guidance and execution

Data Center Operations

  • Operating environment with High-availability, redundancy and replication
  • Disaster Recovery Planning processes and procedures
    Backup/Restore/Archive on-site and off-site, on-line an on-demand
  • Site management shipping & receiving, HVAC, wiring a cabling
  • Power management
  • Physical and access security

Data & Information Protection

  • 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

Access, Authentication, Authorization and Admission Control

  • 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