Polciy and Procedure Management
ITSS has developed a Service Management Framework based upon the ITIL framework for the management of
IT Infrastructure. This framework is deployed in part or in whole as per the specific requirements of our clients.
Service Desk
The Service Desk is implemented as the single point of contact for the logging and tracking of all incidents,
problems, changes and queries relating to the IT environment.
Due to the nature of the client environment, it is normally recommended that a centralised service desk be implemented.
This service desk will provide the following:
- 1st and 2nd line end user support
- Incident ownership
- Problem Analysis
- Customer Communication
- Change Request initiation
- Remote support where required
- Environmental Monitoring
The service hours and response time of the service desk will be:
Standard hours of support
7x24x365
Standard Support Response Times
|
|
Response Time |
Escalation |
|
Severity 1 |
0-2 hours |
Every 15 minutes |
|
Severity 2 |
2-6 hours |
Every hour |
|
Severity 3 |
6-24 hours |
Every Hour |
|
Severity 4 |
1-5 days |
On Resolution |
Resource Management
This function will be responsible for ensuring that all staff are lead through an induction program, familiarizing them with the client environment, as well as the processes and procedures of the service desk.
The service desk will be responsible for identifying and fulfilling the training requirements of its staff, in order to deliver competent 1st and 2nd line IT support to the business. It will also be accountable for ensuring that resource levels are maintained to fulfill the requirements of the Draft SLA.
Once the implementation of the Service desk is complete, the 3 minor disciplines incorporated within, will be separate and each will be formed into an independent framework component.
These minor disciplines are:
- Incident Management
- Problem Management
- Availability Management
Service Level Management
Service Level Management is vital management function as it is used to understand, document and manage the customer’s business information requirements and needs. It is also used to present and market the services offered to the client by the service organisation.
A well managed SLM function and process will contribute to the development of a strong and prosperous relationship between the client and ITSS.
Trending and Reporting
The Service Level Management process has a number of outputs. One of these is regular (Daily, Weekly, Monthly) trend analysis and reporting all geared toward effective decision making for the business.