This vertical of services is based on ITIL® processes and includes initiatives to define and implement processes and technologies, based on the best market practices, for IT Service Management. From topics related to Service Desk - Incident Management, Service Requests and Events - through user interface disciplines - Service Catalog Management and SLA - through change control - Change and Release Management - including all other disciplines up to continuous improvement of IT services.
Solutions in IT Services Management
Building the IT Service Catalog and SLA
Design and implement a Service Catalog for your IT department based on the best international practices, which works as a service showcase for the business. Design, implement and communicate the SLAs (Service Level Agreements) that will support the provision of your IT services to the business.
Service Desk Process Design, Selection and Implementation
Streamline your user service and support operation by reviewing processes and choosing/replacing Service Desk tools. Categorize, prioritize and correctly deliver incident resolutions and requests to meet business expectations.
Change, Testing and Release Management
Garanta que mudanças no ambiente de produção da sua empresa não irão impactar serviços tecnológicos em operação. Desenhe, implante e automatize processos ITIL para identificação, análise, priorização e aprovação de mudanças, além de planos de teste e liberação.
Asset Mapping and Configuration Management
Design, implement and automate processes for identifying, analyzing, prioritizing and approving changes as well as testing and release plans.
Event Management and Service Monitoring
Define the monitoring parameters required to manage your IT services and create rules and correlations for defining alerts and automatic support calls. Assess and select tools for managing IT service monitoring.
Identity and Access Management
Ensure compliance with standards and audits that address the segregation of access and functions through a structured management of user identity and access based on best international practices.
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