Service Delivery Framework
|
|
- Jodie Douglas
- 8 years ago
- Views:
Transcription
1 Service Delivery Framework 1
2 Delivery Manager Team Hierarchy CRM HR SPOC Operations Manager Finance Resource Team Team Lead Unix Team Lead DBA Shift Lead Unix SA Shift Lead Oracle Team Member Unix SA Team Member - Middleware Team Member - Oracle Team Member DB2 Team Lead Wintel Team Member - Wintel Team Lead DC Ops Team Lead Tools Shift Lead DC Ops Team Member - Monitoring Team Member DC Ops Team Member - Tools 2
3 Functional Role - Operations Delivery Manager - Overall responsibility for the project. - Maintain SLA matrix. - Monitor KPIs. - Contract Management. Operation Manager - Monitoring SLAs. - Monitoring adherence to operating procedures. - Monitor resource availability and logistics 3
4 Functional Role - Staff Delivery Manager - Maintain team motivation and focus. - Monitor staffing levels. - Monitor skill competency. - Monitor Rewards and recognition program CRM SPOC HR SPOC - Ensuring fulfillment of new requirements. - Contract management - Manage site team expectations - Fulfillment of training requirements. - Execution of rewards, recognition and Employee welfare. 4
5 Functional Role - Team Team Lead Shift Lead Team Member - Planning of activities. - Scheduling shift manning. - Identification of training needs - Audit/review of SOP adherence - Allocation of tasks. - Enforcing adherence to SOP - First escalation point. - Ensure action on critical alerts - Execution of tasks as per SOP. - Escalation of problems. 5
6 Delivery Process Scope Timelines Monitoring Service Requests Reports Tools Escalation Change Management Incident Management 6
7 SCOPE Monitoring Routine activities covered Monitoring of all assets under coverage for any alerts Escalation of critical alerts Tracking of resolution of alerts 7
8 Monitoring Omnibus Automated Alerts / Monitoring Team Remedy - A ticket will be raised by the monitoring team to the concerned technical team. - An alert will be sent to the concerned technical team in the form of an . - On resolution of the alert, the technical team will close the ticket and intimate the monitoring team. - Alert resolution will be noted by the monitoring team - Any alerts where no action has been taken will be escalated by the monitoring team as per the escalation matrix. 8
9 TIMELINES Monitoring Task / Activity Response Time Closure of alerts Identification within 10 minutes closure within 4 hours 9
10 REPORTS Monitoring Report Name Alerts Dashboard Dispatch time End of each shift Pending alerts Daily alert summary Every hour Every day 10
11 TOOLS Monitoring The following tools will be used; Omnibus tool integrated with Tivoli and OEM will be used to monitor multiple systems. The Remedy ticketing system will be used to request resolution of alerts. 11
12 SCOPE Service Delivery Routine activities covered User Management Space management Installation and Configuration Tools, Agents installations Backup / restoration of data Session management Startup/Shutdown of services 12
13 Service Delivery Medium Dispatcher Simple RHYTHM TEAM Blues Team Idea/Internal Customer/End User Remedy Acknowled ge ticket/ Assign to team / Mark as pending Resolve issue. Close in Remedy No Pass ticket to Dispatcher Tivoli Automated Alerts / Monitoring Team Complex Jazz Team 13
14 TIMELINES Service Delivery Task / Activity All service requests Response Time Response within 30 minutes and resolution within 24 hours 14
15 REPORTS Service Delivery Report Name Ticket Dashboard Dispatch time End of each shift User ID Matrix Backup Dashboard End of each shift Every morning 15
16 TOOLS Service Delivery The following tools will be used; Dashboard for status reports Reports from Remedy ticketing system 16
17 SCOPE Incident Management Routine activities covered Identification and Documentation Escalation and Notification Determination Resolution 17
18 Incident Management Medium Dispatcher Simple RHYTHM TEAM Blues Team Idea/Internal Customer/End User Remedy Acknowled ge ticket/ Assign to team / Mark as pending Resolve issue. Close in Remedy No Pass ticket to Dispatcher Tivoli Automated Alerts / Monitoring Team Complex Jazz Team 18
19 TIMELINES Incident Management Task / Activity Medium (Sev 3) and Low (Sev 4) incidents Response Time Response within 10 minutes. Resolution: Medium (Sev 3) 8 hours Low (Sev 4) 24 hours 19
20 REPORTS Incident Management Report Name Incident Dashboard Dispatch time End of each shift 20
21 TOOLS Incident Management The following tools will be used; Tivoli and OEM monitoring frameworks In house scripts with alerting Reports from Remedy ticketing system 21
22 SCOPE Change Management Routine activities covered End to end tracking and execution of changes Prevent execution of unauthorized changes Convene, record and report all changes 22
23 Change Management * Review of RFC * Go NO-Go Decision * Impact Analysis * Approval from CRB Dispatcher Rollback is performed Change failed Application not working So rollback change Idea/Internal Customer/End User Remedy Dispatcher distributes the tickets as per severity Of the change/ Close tickets with artifacts Simple Critical Rhythm team Blues team Change No implementation Yes Change successful Testing application working Incidental changes Plan and schedule change for critical changes Close the RFC with artifacts Test on UAT Raise RFC 23
24 TIMELINES Change Management Task / Activity Execution of changes Response Time As per schedule defined in RFC 24
25 REPORTS Change Management RFC Dashboard Report Name Dispatch Time End of each Shift 25
26 TOOLS Change Management The following tools will be used; Remedy ticketing system to track changes made Reports from the Remedy ticketing system will be published on regular intervals 26
27 Team Management Assessment - Assessment based on service delivery capability and technical capability. - Feedback from IBM team and Validation of skills with respect to activities performed - Goals defined and measured no a quarterly basis Rewards and recognition - The STAR performers awarded once a month. This is based on feed back of individual managers. - Employees performing exceptionally are given an immediate performance award. This is announced within one week from the event date 27
28 Team Management Technical Knowledge - We encourage employees to get certified in their area of technology and have a program to reimburse the certification fees. - Based on reviews, training needs are identified and the requisite training is provided. - Site specific training / refresher programs are provided on a regular basis. Soft Sills - We conduct regular workshops and training programs aimed towards improving employee s communication and managerial skills. 28
29 Manning Level - Current Total manning of 82 line and 4 staff. Skill Unix Team DBA Team Wintel Team DC Ops / TSM / PSM WAS Middleware Tools NOC Monitoring Team Lead Shift Lead Team Member Total
30 Manning Level Proposed Total manning of 128 line and 4 staff. Skill Unix Team DBA Team Wintel Team DC Ops / TSM / PSM WAS Middleware Tools NOC Monitoring Team Lead Shift Lead Team Member Total
31 Escalation Matrix Severity Level Level of Escalation S1 S2 S3 S4 TIME BASED First Escalation Immediate Immediate Immediate Immediate Second Escalation Immediate Immediate Third Escalation after 30 mins after 60 mins after 01 hours after 02 hours after 03 hours after 06 hours Fourth Escalation after 04 hours after 12 hours 31 31
32 Escalation Matrix PEOPLE BASED DESIGNATION BASED Level of Escalation First Escalation Second Escalation Severity Level S1 S2 S3 S4 Shift/Team Lead (Fujitsu/TKM and SIPL)/ service Owner / Log case with Vendor Project Lead (Fujitsu/TKM and SIPL) / Application Team Shift / Team lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM and SIPL) / Application Team Third Escalation Datacenter Head Datacenter Head Fourth Escalation - - Shift lead Team Lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM / SIPL ) / Application Team Datacenter Head Shift lead Team Lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM / SIPL ) / Application Team Datacenter Head 32 32
33 Key Performance Indicators Request Fulfillment Incident Management Change Management Number of incidents / requests logged Number of incidents fixed Number of servers installed Average time to request resolution Number of incidents closed in period Number of software applications installed Number of incidents resolved by Service Desk Number of problems closed in period Number of databases installed Number of incidents referred by Service Desk Number of incidents still open Number of requests for change processed Number of problems still open Number of successful changes Average time to incident resolution 33
34 Reporting Structure Report Per Shift Daily Weekly Monthly Quarterly Daily Checklist Y Visual Dashboard Y Critical Server Report Y Change Calendar Y Change Implementation Report Y Failed Change Tracker Y Patch Advisory Y Outlier s Report Y Exceptions Report Y License Reconciliation Y SLA compliance Report Y Security Audit Report Y QA Ticket Analysis Y 34
35 Lets start!!! 35
36 Contact Information Premanand S IT Infrastructure Management Services SOFTENGER INDIA PVT. LTD. Tel : prem.anand@softenger.com 36
Statement of Service Enterprise Services - AID Microsoft IIS
Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The
More informationStatement of Service Enterprise Services - MANAGE Microsoft IIS
Statement of Service Enterprise Services - MANAGE Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The
More informationNetwork Monitoring and Management Services: Standard Operating Procedures
Network Monitoring and Management Services: Standard Operating Procedures September 17, 2013 TABLE OF CONTENTS Purpose... 2 Contacts... 2 Standard Operating Procedures... 3 Hours of Coverage... 3 Contacting
More informationEnterprise UNIX Services - Systems Support - Extended
1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for
More informationHow To Control Vcloud Air From A Microsoft Vcloud 1.1.1 (Vcloud)
SOC 1 Control Objectives/Activities Matrix goes to great lengths to ensure the security and availability of vcloud Air services. In this effort, we have undergone a variety of industry standard audits,
More informationCase Study. SFDC VEEVA Interface Development and Application and Data Support for Leading Pharmaceutical Organization. Quick Facts.
Case Study SFDC VEEVA Interface Development and Application and Data Support for Leading Pharmaceutical Organization Quick Facts Industry: Pharmaceutical Customer Geographies US, China, Australia, Canada,
More informationAttachment E. RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive.
Attachment E RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive. Questions Support for Information Security 1. The Supplier
More informationService Management Foundation
Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations
More informationEnterprise Server Farm (ESF) Help Desk Procedures
Enterprise Server Farm (ESF) Help Desk Procedures Version 1.1 Date: November 6, 2008 SECURITY WARNING The information contained herein is proprietary to the Commonwealth of Pennsylvania and must not be
More informationOngoing Help Desk Management Plan
Ongoing Help Desk Management Plan HELP DESK IMPLEMENTATION /MANAGEMENT The Vendor shall provide in its Response to DIR a Help Desk Implementation Plan which shall include, but not be limited to: a. Customer
More informationService Catalogue. 0984v1
0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8
More informationService Level Agreement for Database Hosting Services
Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement
More informationATTACHMENT G: HOSTING AGREEMENT
ATTACHMENT G: HOSTING AGREEMENT 1. Overview of Schedule 1.1 General. This Schedule provides the terms and conditions on which Vendor will provide the hosting services, support functions and other responsibilities
More informationStatement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint
Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint CUSTOMER Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and
More informationApplication Management Services (AMS)
Contents 1. AMS : An Overview 2. AMS : Models 3. Delivery Organization 4. Processes & Tools 5. Transition Methodology 6. Pricing Application Management Services (AMS) Enterprise Application Services Capability
More informationSEE-TAC Technical Assistance Center
1. Introduction 1.1 Who we are: Systems Engineering of Egypt (SEE) is a leading Egyptian Company in the field of Data Communications and Banking Equipment's wholly owned and founded by Egyptian Technical
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
More informationJob Descriptions REMEDY. Job Code: 4870 Level 2 Support. Skill: Remedy Experience: 3-6 yrs Location: Chennai. Candidate Profile: Mandatory Skills:
Job Descriptions REMEDY Job Code: 4870 Skill: Remedy Mandatory Skills: Experience with Windows Server 2003 Experience with SQL Server 2005 Experience with Linux SLES 9 Experience with the vi editor Experience
More information"Service Lifecycle Management strategies for CIOs"
"Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?
More informationBridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)
BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between
More information10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
More informationMendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
More informationWith Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.
Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently
More informationSystems Support - Standard
1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets
More informationOutsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc.
Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...
More informationOutsource Operations Review 1/22/07 Status Report
Outsource Operations Review 1 Contract Recommendations City needs to establish metrics beyond the service level agreements (SLAs) to evaluate Unisys against the contractual obligations on no less than
More informationE f f e c t i v e p r o c e s s - d r i v e n
E f f e c t i v e p r o c e s s - d r i v e n S e r v i c e S u p p o r t Frontier Business Systems has over a decade of experience in design, delivery, deployment and support of complex IT infrastructure
More informationA One-Stop-Shop Human Resource Information Systems service provider
A One-Stop-Shop Human Resource Information Systems service provider A white paper By Vishal Ramesh, Jürgen Errijgers Oracle HCM Strategy HRMC, A Cronos Company Belgium Table of Contents Introduction...
More informationCloud-based Managed Services for SAP. Service Catalogue
Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...
More information+ < We call it Integrated Operations Management. Optimized Processes Assured Customer Satisfaction
They work in silos We Unify Infrastructure & Application Support + < We call it Management Optimized Processes Assured Customer Satisfaction www.hclisd.com Application Support & Maintenance has traditionally
More informationHP Software-as-a-Service (SaaS) operations overview. Customer handbook
HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................
More informationStatement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access
Statement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access Customer Proprietary Rights The information in this document
More informationDynamics CRM - Support Service Description
Service Description Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution
More informationService Desk Level 1 Service Description
Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client
More informationAnalytics Reporting Service
1. Rate per month $19.00 per user 2. General Overview: The provides the technologies for transforming large quantities of raw data into useable information serving the agency s functions. includes interactive
More informationAPPENDIX 4 TO SCHEDULE 3.3
EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.
More informationBest Practices Report
Overview As an IT leader within your organization, you face new challenges every day from managing user requirements and operational needs to the burden of IT Compliance. Developing a strong IT general
More informationOPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES
OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management
More informationSapphireIMS 4.0 Service Desk Feature Specification
SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission
More informationPosition Description
Position Description Position Title: Group/Division/Team: WebCenter / UCM Technical Support Business Technology Services Group / IT Operations Division Date: December 2011 Reports To: Roles Reporting To
More informationHP Service Manager. Process Designer Content Pack 9.30.1. Processes and Best Practices Guide
HP Service Manager Process Designer Content Pack 9.30.1 Processes and Best Practices Guide Document Release Date: June, 2012 Software Release Date: June, 2012 1 Legal Notices Warranty The only warranties
More informationSapphireIMS Service Desk Feature Specification
SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams
More informationManaged Services. Business Intelligence Solutions
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
More informationTecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company
Tecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company Company Profile This Insurance Company is a specialist in Health Insurance and provides quality service at the best
More informationREQUEST FOR PROPOSAL SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE. Tender No. ECIL / CSD / 10-3053 dated 27.05.2011
REQUEST FOR PROPOSAL FOR SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE Tender No. ECIL / CSD / 10-3053 dated 27.05.2011 ELECTRONICS CORPORATION OF INDIA LTD ( A Government of India Enterprise
More informationService Catalog. it s Managed Plan Service Catalog
Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is
More informationPLCS Reporter v2.8 for IBM Tivoli Storage Manager. Business intelligence for TSM
PLCS Reporter v2.8 for IBM Tivoli Storage Manager Up to date accurate enterprise reporting, alerting and trending for TSM servers Business intelligence for TSM PLCS 1999-2012 Overview: PLCS Reporter Automated
More informationRFP Attachment C Classifications
RFP 1. Applications IT Architect Analyzes and designs the architecture for software applications and enhancements, including the appropriate application of frameworks and design patterns and the interrelationships
More informationINFORMATION TECHNOLOGY SERVICES IT CHANGE MANAGEMENT POLICY & PROCESS
INFORMATION TECHNOLOGY SERVICES IT CHANGE MANAGEMENT POLICY & PROCESS Revised: 12/5/2011 Table of Contents Overview... 3 Roles and Responsibilities... 4 Management Process Definition... 6 Management Process
More informationT24 TECHNICAL ANALYST & APPLICATION DEVELOPER (2 Positions)
T24 TECHNICAL ANALYST & APPLICATION DEVELOPER (2 Positions) He/She shall be charged with the responsibility of developing applications in or to interact with the Bank s T24 Temenos applications. Key Duties
More informationService Desk. Description. Detailed Specifications
Service Catalogue Contents Service Desk 3 Desktop Services 4 Wintel Services 6 Enterprise Services 7 Network Services 8 IMAC s (Install, Move, Addition And Change Services) 9 Professional Services 10 Service
More informationITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
More informationConfiguration Audit & Control
The Leader in Configuration Audit & Control Configuration Audit & Control Brett Bartow - Account Manager Kelly Feagans, Sr. Systems Engineer ITIL, CISA March 4, 2009 Recognized leader in Configuration
More informationSCOPE: Role Descriptions/Job Profiles
SCOPE: Role Descriptions/Job Profiles a) Computing Infrastructure 1. Exchange Administrator Assists with ensuring the availability of email servers and applications, configuring new implementations, and
More informationRelease Management Policy Aspen Marketing Services Version 1.1
Release Management Policy Version 1.1 John Toso 5/10/2010 2 Contents Release Management Policy Overview:... 3 Critical Success Factors... 3 Service Level Management (SLM)... 4 Key Performance Indicators:...
More informationManaged Services Portfolio. MindCraft Software Pvt. Ltd.
MindCraft Software Pvt. Ltd. 2011 managed services We at MindCraft believe in a Partnership Engagement Model and endeavor to be an extension of your team, while we strive to deliver value to you and your
More informationMonitoring, Managing, Remediating
MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard
More informationChange Management Process. June 1, 2011 Version 2.7
Change Management Process June 1, 2011 Version 2.7 Contents Document Control... 3 Overview... 4 Definition of a Change... 5 Description... 5 Objectives... 5 Key Terms & Definitions... 6 Change Management
More informationService Desk Services description
Service Desk Services description August 2012 Content 1. Service Name... 3 2. Service type... 3 3. Business description... 3 4. What is aaditional/optional... 3 5. What is not included... 4 6. Benefits...
More informationSoftware Quality Assurance (SQA) Testing
Service Description Services is a subscription fee based managed shared service, which offers a highly reliable, scalable, secure, and cost-effective testing platform that state agencies and local government
More informationSubmitted to: Service Definition Document for Database Management for IT Infrastructure Management
Submitted to: Service Definition Document for Database Management for IT Infrastructure Management Table of Contents 1 Service Description... 3 2 Support Process and Methodology... 10 3 Standard Questionnaire...
More informationFor more information about UC4 products please visit www.uc4.com. Automation Within, Around, and Beyond Oracle E-Business Suite
For more information about UC4 products please visit www.uc4.com Automation Within, Around, and Beyond Oracle E-Business Suite Content Executive Summary...3 Opportunities for Enhancement: Automation Within,
More informationNetAid Services NETENRICH. Service at a Glance. IT as a Service Offering from NetEnrich. Delivering IT as a Service
Service at a Glance The NetAid service focus goes beyond mere monitoring of network infrastructure to preventative maintenance and proactive intervention. This could be a solution for IT managers who want
More informationENABIL Managed Services
ENABIL Managed Services Overview ENABIL Solutions provides the following services to our customers: Customer & Revenue Management Services Problem Management Change Management Performance and Capacity
More informationRequest for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213
Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit
More informationClosed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
More informationWhite Paper August 2006. BMC Best Practice Process Flows for ITIL Change Management
White Paper August 2006 BMC Best Practice Process Flows for ITIL Change Management Copyright 1991 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names,
More information[name of project] Service Level Agreement
[name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off
More informationCloud Services Catalog with Epsilon
Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these
More informationRATIONALIZING THE MULTI-TOOL ENVIRONMENT
RATIONALIZING THE MULTI-TOOL ENVIRONMENT INTRODUCTION Over time, businesses are likely to acquire multiple, redundant tools for monitoring the availability, performance and capacity of their IT infrastructure.
More informationHelpdesk Incident & Request Management Procedure For
IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:
More informationProven deployments across different Industry verticals; Being used by leading brands
What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation
More informationTitle: Lucent s ITSM Journey Session #: 299 Speaker: Sheila Bridge Company: Lucent Technologies, Inc.
Title: Lucent s ITSM Journey Session #: 299 Speaker: Sheila Bridge Company: Lucent Technologies, Inc. Presentation Outline q Background q Foundation to Support Successful ITSM Implementation q ITSM Project
More informationAutoPilot Middleware-Centric Application Performance Monitoring
AutoPilot Middleware-Centric Application Performance Monitoring NASTEL Technologies, Europe 57, esplanade du Général de Gaulle 92081 Paris La Défense +33 1 46 96 54 85 Raphael SABLON, Managing Director
More informationTECHNICAL SUPPORT GUIDE
TECHNICAL SUPPORT GUIDE Copyright 2009 Fiberlink Corporation. All rights reserved. Information in this document is subject to change without notice. The software described in this document is furnished
More informationStatement of Service. Enterprise Services - WATCH MySQL Database. Customer. MANAGE Services for MySQL
Statement of Service Enterprise Services - WATCH MySQL Database Customer 1 TABLE OF CONTENTS 1.0 Introduction... 5 2.0 Engagement overview & scope... 5 3.0 Detailed Scope... 6 3.1 24/7 Monitoring and Alerting...
More informationMaximo ITSM Product Suite. Francois Marais
Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM
More informationHELP DESK MANAGEMENT PLAN
AT&T Help Desk Overview: DIR Platinum Customer Status AT&T is committed to continuous process improvement to meet DIR requirements and expectations, and to improve the end user experience. Today s process
More informationImproving. Summary. gathered from. research, and. Burnout of. Whitepaper
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
More informationTSM Backup Service. Standard Service Level Agreement
TSM Backup Service Standard Service Level Agreement University Of Michigan Information Technology and Services 7/1/2008 1.0 Overview Service Level Agreements (SLAs) are between Information Technology and
More informationCustomer Care Center Details
Enterprise IT Shared Services Service Level Agreement Customer Care Center Details (Revision Date: October 7, 2010) Going From Good to Great DOCUMENT CONTROL REVISION HISTORY DATE DESCRIPTION 9.15.10 INITIAL
More informationTraining objective. Tata Communications IP Network Surveillance & Monitoring Process. TRANSFORMATION SERVICES
Training objective Tata Communications IP Network Surveillance & Monitoring Process. TRANSFORMATION SERVICES 1 Monitoring system Functional Architecture SM Notification Collection Topology Services Alarm
More informationCA Nimsoft Service Desk
CA Nimsoft Service Desk Rapid Workflow Implementation Guide 7.13.7 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Problem Management help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Problem Management help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationData Center Colocation - SLA
1 General Overview This is a Service Level Agreement ( SLA ) between and Data Center Colocation to document: The technology services Data Center Colocation provides to the customer The targets for response
More informationVendors Questions for RFP DBA and System Administration Support
Vendors Questions for RFP DBA and System Administration Support Vendor A 1. Page 16 of 33 under scalability of services provided: "The Respondent should also be prepared to manage the transition of all
More informationThe Advantages and Disadvantages of ITIL
competence Ethic Experience Competence Development Vision Performance Potential Knowledge Happiest People Happiest Customers Contents ITIL: Introduction And Benefits...3 Service Delivery Functions...4
More informationEVOLVE Customer Relationship Management
EVOLVE Customer Relationship Management With EVOLVE CRM, optimize your sales resources, reduce administrative costs and achieve constistent customer-oriented busieness process Organization and deliver
More informationOracle Maps Cloud Service Enterprise Hosting and Delivery Policies Effective Date: October 1, 2015 Version 1.0
Oracle Maps Cloud Service Enterprise Hosting and Delivery Policies Effective Date: October 1, 2015 Version 1.0 Unless otherwise stated, these Oracle Maps Cloud Service Enterprise Hosting and Delivery Policies
More informationManaged Services. 24x7 UK Based Service Operations Centre
Managed Services 24x7 UK Based Service Operations Centre Managed Services Intrinsic runs a 24x7 UK Based Service Operations Centre (SOC) from it s head office in Haydock. The SOC is manned around the clock
More informationService Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support
Service Support 1.1. First Level Support First Level Support (Tier I) provides immediate response to emergencies and customer questions TSD - First Level Support Office: Sub-Division: Extension: E-mail:
More informationSCHEDULE 4.3 OPERATIONAL SERVICES
SCHEDULE 4.3 OPERATIONAL SERVICES TABLE OF CONTENTS SCHEDULE 4.3 OPERATIONAL SERVICES... 1 1. Overview of Services... 4 1.1. Overview... 4 1.2. High Level Requirements... 4 1.3. Service Environment...
More informationIntegrated processes aligned to your business The examples of the new NetEye and EriZone releases
Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Georg Kostner, Product Manager NetEye / EriZone 4/15/2015 1 Measurement & management in most organizations
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
More informationEnterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.
ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationB2B Software Technologies Ltd. Service Level Agreement (SLA)
Service Level Agreement (SLA) Overview This document describes a Service Level Agreement (SLA) between Customer and B2B Software Technologies. It outlines the services offered by B2B for NAVISION ADDON
More informationTM Forum Frameworx 13.5 Implementation Conformance Certification Report
TM Forum Frameworx 13.5 Implementation Conformance Certification Report TUNISIE TELECOM GLOBAL NETWORK OPERATIONS CENTRE (GNOC) December 2014 Version 1.0 1 Table of Contents List of Figures... 4 List of
More informationService Desk Level 2 Service Description
Service Desk Level 2 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client
More informationMonitoring Remedy with BMC Solutions
Monitoring Remedy with BMC Solutions Overview How does BMC Software monitor Remedy with our own solutions? The challenge is many fold with a solution like Remedy and this does not only apply to Remedy,
More informationQUMAS Remote Assist Program
QUMAS Remote Assist Program A tailored approach to day-to-day application, server and change management, which is integrated into your existing support and SLA requirements to ensure optimal performance
More information