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:
  1. Alerts will be deployed on the server infrastructure at the DB level which would alert the DBAs in case of any existing or potential issues.
  2. Monitor the Archive log destination at a defined threshold to avoid business disruption.
  3. Monitor and resolve blocking locks in the database.
  4. Proactively detecting the space capacity at database and application tier for appropriate action.
  5. Proactively detecting the DR site synchronization with the primary site to be always ready for eventuality.
  6. Proactively detecting the incidents responsible for database outages.
  7. Monitoring the DB logs to determine the proactive/reactive course of action to keep the environment away from Achieve Maximum disasters.
  8. Uptime and Pro-active Optimum database Self-Healing scripts will be deployed which will Monitoring Performance eliminate the need for manual intervention.

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).

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