ITIL PROCESS

ITIL process is an approach of providing best practice guidance for IT Service Management.

Five stages in the ITIL Process are:


Service Level Agreements (SLA)

SLA is a contract between the provider and its customers. SLA contains the list of services the provider will deliver and a complete definition of each service. SLA has used a metrics to determine whether the provider is delivering the service as promised. In SLA, we should set SMART targets to avoid ambiguity While negotiating the SLA, we never compromise on security.

Focus Area

Remote Managed Services

In Technical Remote support, we use tools and software that enable us to connect to our Client's remote computer from their consoles via the Internet and we connect directly to their systems and do proactive monitoring and resolve the issues if any.

Here are a few benefits of Remote support:

Onsite Managed Services

On-site Support refers to technical assistance that is offered at Clients premises. This support usually opts when Remote Support cannot be given. Here the team is available both online and offline but limited by the required employee hours for a day.

24x7x365 Support

Our Expert team will be available on weekends and Public holidays as well to provide accurate solution on a wide variety of technologies around-the-clock and ensure that our client's infrastructure is working smoothly.

Proactive Monitoring & Alerting

To ensure an optimal environment and knocking out the problematic situation before it occurs.

Examples of Proactive Monitoring:

Ticketing System | Contact Center

We follow Ticketing tool, where each technical team member has his own login. Whenever a client sends an Email, we get a ticket raised in the ticketing tool. Based on the request from each client, the ticket gets segregated to each department and rest is taken care of by the concerned team.

In Ticketing Tool, each member is linked to the team he is associated with (like Oracle team, MS-SQL team … etc).

In our ticketing tool, all the issues of each client get deposited, then our team will check and resolve the tickets in the provided SLA time.

For each team member, we have enabled KRA in the ticketing tool, which helps management to analyze the performance of each member.

Ticketing tool has the capacity to store information like:

Based on the tickets count we receive from each client, we can analyse the quality of service we offer to them (Managedment purpose).

INDUSTRIES WE SERVE

CLIENT SUCCESS

CASE STUDY

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