Specializations
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OpsAssist
OpsAssist™ infrastructure management services improve service quality and reduce cost by providing capabilities that increase day-to-day operational efficiency of technology infrastructure and investment. The specific areas addressed by OpsAssist are listed below:
| OpsAssist Areas | Capabilities |
|---|---|
| Service Desk / Ops Center | 24 x 7 Service Desk and NOC Staff to resolve or escalate and close all incidents. |
| Incident Management | Incident Management records, classifies, tracks and closes all incidents in a controlled and consistent manner. This allows operational service levels to be restored as quickly as possible and helps to reduce the number of incidents |
| Problem Management | The identification, investigation and classification of problems so that proactive measures are taken to avoid recurrence |
| Asset and Configuration Management | Tracking, recording and auditing of all configuration items and their relationship from purchase to obsolescence. Crucial foundation for incident, problems and change management |
| Change Management | Providing consistent approach to evaluating and implementing any change to the IT infrastructure. Assess impact, risk and resource requirements associated with proposed changes. |
| Release Management | Systematic framework for large or critical hardware rollouts and major software rollouts or bundled set of changes. Takes into account technical as well as non technical aspects of a release. |
OpsPlan
OpsPlan™ infrastructure management services provide capabilities to proactively plan and deploy systems and services that impact successful long-term returns of your technology investment.
| OpsPlan Areas | Definition |
|---|---|
| Service Level Management | Deliver satisfactory level of service by setting realistic and agreed targets between provider and customer. A process of monitoring, reporting and reviewing of actual service levels highlights any problems areas and facilitates continuous improvements. |
| Financial / Cost Management | Provides essential management information on IT asset and service costs. |
| Capacity Management | Requires aligning service levels to current and future needs. Optimizing usage of existing resources as well as ensuring new resources are made available in a timely and efficient manner. |
| Availability Management | Ensures that all systems and services are functioning as required and availability is sustained in a reliable and cost-effective way. Security management is also a key component. |
| Service Continuity Management | The process ensures that major failures of technical equipment or facilities are managed efficiently and service levels are restored back to an acceptable level within agreed timescales. |
