To enable organizations to Generate Business Values by effectively administering the delivery, support and security of IT in an efficient, predictive and consistent manner.
Key Processes

IT Security
Management

  • Administers IT security to ensure a conformance to the IT security policies in order to protect the business. It covers aspects like Threat Management, Vulnerability Management, Content Filtering Management etc.

Incident
Management

  • Captures all stipulated events and exceptions and facilitates restoration of IT Services within the consented service levels in order to minimise business disruption.

Problem
Management

  • Performs root cause analysis and manages the development of permanent solutions for all problems as well as ‘how to fix’ documents for generic incidents in order to prevent the reoccurrence and to facilitate quick resolution of incidents using ‘how to fix’ documents.

Change
Management

  • Manages the changes through entrenched procedures in order to ensure the quality and continuity of IT services, minimises the impact on business as a result of the necessary changes and prevents change-related incidents.

IT Availability
Management

  • This is a framework to measure continued up-time of IT services, enabling IT to provide data and correlated interpretation to identify and fix problems and finally facilitate proactive provisioning for the required availability designs during the solution architecture and continuous improvement phases.

Service Level
Management

  • Ensures that IT services are planned and managed as per business needs by establishing and agreeing Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) and then reporting against those metrics. This ensures better business–IT alignment.

IT Capacity
Management

  • Manages and notifies the current and future upgrade & enhancement requirements of the IT Services in line with changing requirements due to the introduction of new IT services and core business growth.

IT Configuration Management

  • Manages the technical configuration information of IT components and the relationships between them. This provides an analytical model of IT entities for impact analysis and facilitates adherence to legal & contractual terms.

Release & Patch Management

  • Ensures that security and system updates are deployed in a timely manner to the target systems. Release management controls the enactment and quality of all the hardware and software by ensuring that any change is first tested and accepted before moving into production.
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Advantage to Business & IT

Improved Time-to-Market

Traditional ly, new business requirements can go through a planning, feasibility and gap analysis and IT often gets into a ‘re-inventing the wheel’ cycle. Configuration management with the help of incident, capacity and availability management can provide an instant view along with data, reducing time required to propose the solution to business.

Improved Availability

In a traditional setup, IT services are usually supported reactively, which means a breakdown occurs before incident resolution begins. ITSM processes focus on proactive management meaning problems can be identified and fixed before a breakdown occurs.

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Standardization

Enables IT to support business across through group-wise standardized tools & processes. Also results in reduction in complexity and improvement in team productivity.

Increased Efficiency

In a traditional support, often SLA’s get breached due to the amount of time taken to gatherinformation required to identify the flaw. Successful Configuration Management processes provide an up-to- date and complete view of IT services and configuration data, significantly reducing the resolution time.

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