IT Service Management

There are so quite a few moving parts Under the ITSM umbrella, each one of the core functions can have a substantial impact on Incident Management.

In order to understand Incident Management, you need to understand three things:

1. Incidents are Inevitable:  Every business big or small, encounter incidents.  What sets your company above your competitors. If you have a fast moving company that innovates on the go, this can have a very heavy impact within Incident Management.  In todays world, ITSM and Agile can co-exist in harmony, but not without a strong Incident Management process.

2. A strong Incident Management process is essential to a healthy business: Having a weak process will cost your business in both employee time, satisfaction and substantial money loss 

3. Not all Incidents are created equal: There are many variables that factor into the Impact and Urgency of an incident - A database experiencing an issue during core business hours, is very different than after hours.  A core application that your business utilizes with full capacity is very different than when its 2 am.

We help you break these barriers to develop a process that works for you.  Utilizing ITIL(Information Technology Infrastructure Library) Best Practices we will analyze the structure of your business, as well as your needs.  Every business is unique and structured differently, we take the time you need to get it right.

Equally important, we will assist you in establishing the necessary KPI's, SLA's, and Leadership reporting.  Providing these metrics is just as much for leadership as it is for the ITSM team.  These are tools used to measure success of all your hard work.

Having an understanding that Problem management is just as important within an organization as Incident management, and having one without the other is costing your business.  Problem management dives into the why of the critical incidents and uncovers trends before they cost the business an outage.  

There are two main subprocess' to Problem Management

1. Reactive Problem Management

          -   Post incident processes which aims to resolve the underlying causes of incident(s).  

              This is costly for business' and strains resources

2. Proactive Problem Management

          -   Aims to detect and prevent incidents by identifying trends, alerts and weaknesses.  

             This sub-process can save the company money and avoid outages.

Primary Objectives of Problem Management:

 - Prevent incidents from happening 

 - Eliminate recurring incidents 

 - Minimize the impact of incidents that cannot be prevented  

Benefits of Problem Management:

 - Increase service availability 

 - Improve user & support productivity 

 - Improve prioritization of efforts 

 - Reduce risk to critical processes  

 Change Management is the process to ensure changes to production environments are consistently and properly recorded, assessed, tested, authorized and deployed. 

The process enables common workflows for accomplishing all production changes while effectively mitigating the risks to system availability, integrity of data and interoperability of information resources 

Its easy to overlook the benefits of Change Management within an organization until you are faced with high outage rate due to changes made to your production environments.  Without a solid change management process, you are putting your business at risk that is costly

The Goals of Change Management:

 - Establish a global process for governing and coordinating changes 

 - Compliance with your company's  IT Policy, which aims to meet various legal and/or regulatory requirements (SOX). 

 - Implement authorization/approval processes based on level of risk 

 - Coordinate changes to avoid conflicts 

 - Ensure service quality and availability are maintained at highest levels 

 - Improve communications around changes (e.g. Stakeholders visibility)  

Helping your business establish a change process with CAB and T-CAB members will take your business to the next level within your ITSM Process

No matter the function needing to make your business successful, we can assist you in structuring, creating processes, KPIs, Reporting and SLAs that will put your business on a successful path for growth.