IT Service Management

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


Our Value Proposition

  • Based on Industry Best Practice e.g.: ITIL, ISO2000
  • Industrialized approach leading to Productivity gains
  • Standardized processes with flexibility to be tailored as per maturity model of the organization
  • Rich set of integrated tools or proven facilities to integrate existing tools to ensure quality and continuous reporting
  • Meaningful Dashboard, Reporting and Transparent Governance
  • Keen eye towards adapting simple techniques leading to Innovation & Service Excellence
Our Methodology
Better, Simpler, Faster - BEST

Our Capabilities

  • ITIL & ISO 20000 Auditors and Implementers
  • DMAIC, LEAN, PMI, Six Sigma certification
  • Proven track record to deliver the best of the type and fit for Service Management Processes
  • More than 20 years of affluent skills and experience across industry sectors

Our Offerings

  • Consulting, Implementation and Support services providing skills to design, deploy and operate IT Service management processes
  • Delivery of processes and structures to bring about the Quality and Productivity
  • Instilling continual process-improvement culture within the delivery organization for a smarter delivery
Foundation Processes (ITIL)
Key Processes
Description

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

IT Asset & Logistics Management

Manages inventories and requests of hardware and software assets in order to control the licenses and ensures appropriate usage of technology. It includes the install, move, add and change (IMAC) process for hardware/software.


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.

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

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.

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 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.
Advantage to Business & IT
Key Aspects
Examples

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


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.

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.

Standardization

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

Reduction in TCO

Enables advance planning thereby reducing the extra cost to deal with emergencies. Capacity, Availability & Service Level management processes enable the advance planning as per business growth, hence provide enough time to negotiate for the purchase. Also helps in centralization to go for a CoE model

Governance & Transparency

Key performance metrics and service statistics can be gathered, reported and measured centrally, providing detailed information on the performance of IT services
Process Flow
Data Flow
Real Time Management
Execution
We take pride in impeccable execution as we have the methodologies which produce standardized outputs. Some key features are:
  • Tool / Template based data collection and process initiation.
  • Ensures that processes are cocreated, well-defined, well-documented and well- understood by everyone
  • Ability to work with existing tools to harden the processes and register quick accomplishments while continue to explore other tools.
  • Creates of a Quality Framework and Quality Champions
  • Ensuring a healthy program and energy around Automation to remove non value add
  • Creates a meaningful Metrics culture and ensuring everyone understands individual and team performance & productivity targets
  • Initiates a continuous improvement program and ensures top management commitment for funding and resources so that it sustains for a longer term and becomes part of DNA
  • Advises to create aninnovation work-stream with challenges and problems to be solved paired with rewards and recognition.
  • Provides insights and awareness around cultural aspects as required by the direct customer facing team.
  • Influences people to instil a sense of pride in taking on difficult things to resolve and execute.

Contact

orders@skill-mine.com


Address

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