The service management processes include the following ITIL functions which are already deployed for other customers:
- Service Desk
- the Single Point of Contact for clients to raise Incidents, Requests for Change or Service Requests. A range of customers are supported at different security levels and service times – from office hours through to 7x24.
- Incident Management
- concentrating on restoring unexpectedly disrupted services to users as quickly as possible, in order to minimise business impact.
- Problem Management
- proactive root-cause analysis to determine and resolve the cause of incidents through the implementation of permanent fixes.
- Change Management
- controls the progress of change throughout their lifecycle.
- Release and deployment Management
- controlling the movement of Releases to Pre-Production/Production Environments.
- Service Asset and configuration Management
- maintains information about configuration of the assets required to deliver the service.
- Request Fulfilment
- managing Service Requests through their lifecycle.
- Continual Service Improvement
- ongoing service review, to measure, implement and review improvements.
- Event Management
- managing Events throughout their lifecycle.
- Capacity Management
- ensuring that the infrastructure capacity is able to deliver agreed Service Levels in a cost effective and timely manner.
- Availability Management
- defining, analysing, planning, measuring and improving all aspects of the availability of the services.
Our ISO20000 accreditation ensures that all of our processes are documented and have a full audit trail that is examined by external auditors.