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Operational Technology ManagementHelp desk Operations, Service Level Agreements, Problem Management
- Information Technology is not fixing issues in my organization fast enough.
- We always have the same issues come up time and time again.
- Our company size is changing, we need to better plan to deal with the support for the company of tomorrow.
Continuous improvement is always essential as the organization grows and shrinks based on the business. Through the addition of Operational Technology Management solutions a organization can better improve their ability to respond to an outage and plan better for the future. Improvements in how quickly IT is able to respond, better metrics on where IT needs to improve, and reducing the number of outages in the infrastructure are covered under Operational Technology Management.
Consulting Practice Processes
Service Desk (Help Desk)
The service desk is the single contact point for customers problems. The Service Desk or Help Desk is the customer facing unit of Information Technology. The goals of a good service desk are high quality support, quick response time, and immediate resolution of customer issues.
Incident Management
Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. The stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
Problem Management
The goal of Problem Management is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified.
Service Level Management
Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). Service Level Management ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs). The process involves assessing the impact of change upon service quality and SLAs. The service level management process is in close relation with the operational processes to control their activities. The central role of Service Level Management makes it the natural place for metrics to be established and monitored against a benchmark.
Supporting Software Products
 | HP Service Manager
HP Service Manager (SM) is a comprehensive and
fully integrated IT Service Management software suite
that enables IT to improve service levels, balance
resources, control costs, and mitigate risk exposure
to the organization. |
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