ITIL process is an approach of providing best practice guidance for IT Service Management.
Five stages in the ITIL Process are:
The Service Strategy phase provides guidance on how to design, develop, and implement IT Service Management.
Expertise on Service Design helps us to address customer concerns in the most proficient manner.The Service Design provides us guidance on how to design and develop services and IT Service Management processes that will support the service strategies which are already developed.
Service Transition provides guidance on how to efficiently and effectively transition new and changed services into operations without disrupting or interrupting other services or processes.
The Service Operation provides guidance on the practical aspects of day-to-day business operations. It ensures that services are delivered to customers at the agreed levels with minimal interruptions and disruptions.
There is always room for development and improvement in IT services. Continual assessment is the key to understanding where improvements can be made. ITIL training can help us identify where these possibilities for progress are.
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
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:
Remote support is provided as soon as we receive communication through Mail/Phone/Message. This is a significant cut in response time compared to waiting for someone to visit on-premises.
Remote support means typically giving you assistance without taking additional costs that come with an on-site visit. Since it doesn’t cost the client much, they can minimize the cost of IT activities.
With Remote Support, we can make our clients speed up their business activities by providing reduced downtime for any IT related issues and help our clients to be more productive in their work.
When any organization requires any-time support, they would have to be heavily dependent on emergency support in order to get guarantee expertise, which is a costly affair. But with our Remote Support, this isn’t the case. You can get in contact with our team of experts as often as you need. We will always be handy to monitor our Client's servers at any time.
Technology is always evolving, so how are you to know about every new product, software upgrade or app that can benefit your operations? We, your Remote Support team are up to date on all of these measures so that we can always ensure the latest technology is getting updated at our Client's location.
While Providing Remote Support, we follow one of the below mentioned Secured methods to connect Clients environment.
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.
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.
To ensure an optimal environment and knocking out the problematic situation before it occurs.
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).
