Within the framework management of ICT services we are engaged in designing and implementing management tools and operational support and development.
Management of ICT services is an area of informatics that covers management, monitoring and evaluation of operational services. It covers the development by deploying new services or decrease existing ones. Its integral part is definition of processes based on best practices for particular type and size of organization.
We seek solutions for complex management processes while using means of advanced software tools and that is an important step to streamline operations and development, improve of quality and ensure the transparency of the relations between the provider and the recipient’s ICT services.
Analysis, solution design, workshop and commenting on the draft, the final detailed documents.
We also assist in the implementation and according to requirements and long-term support the solutions of information and communication technologies.
FOR AN IDEA – A PART OF SERVISE IS USUALLY
The introduction of new information systems, the use of existing ones in order to create interoperable environments capable of full-fledged cooperation.
Services catalog – definition of content, including the SLA design
Service desk – setting of operation and development processes
IN THE ITIL PROCESES, THE MOST FREQUENT AREA
Incident processing management – management of incident management in accordance with the requirements of the corresponding closed SLA which means records of incidents (help desk), managing the entire lifecycle of incidents, including escalations.
Configuration management – identification and configuration of all configuration items and their records within the single configuration database (CMDB), which thus contains all the necessary information for technical support of services and applications.
Change management and release management – changes are both of a technical nature – infrastructure changes, but also changes in contracting i.e. any change in the SLA must be reflected in contracts with sub / contractors.
Problem management – proactive monitoring of vulnerabilities service, remove them and thereby prevent future incidents.
Capacity and availability management – proactive capacity management providers, subcontractors and suppliers of services and applications.
Financial management – especially in optimizing the costs of providing services by selecting the most suitable sub-contractors and their continuous monitoring of the financial point of view.
Security management – Process of security management from system and organizational perspective, the provider is required to proactively create a concept of development of security of IT client.
Service Reporting – system integrator is responsible for all reporting related to the provision of ICT services.
And subsequently set up and process management Supplier relationship management – management of sub suppliers / individual partial areas of services, applications and registers.
