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Remote Infrastructure Management - Services Functional Help Desk Monitoring Management Admin Technical Application Java Exchange Lotus Cust Apps Database Oracle SQL MySQL Network Cisco Nortel OS Systems Sun Windows Linux
-Data Centre Build-Outs
-Audits / Compliance
-Disaster Recovery Drills/Setup
-24 x 7 Monitor | Maintain | Manage
-Availability & Performance
-Managed Servers & Storage Services
-Managed Networks & Security Services
-Managed Applications & Databases Services
-Enterprise Service Desk
-IT Help Desk
-Lifecycle Support Services
We need to remember – What client wants What client is looking for • A centralized global helpdesk which is integrated with the Data Center Operations/Command Center so if my exchange server is down or any other issue comes up; there is no peak of calls. This will give 65%+ FCR rate with increased end-user satisfaction. • An integrated approach to handling all IT issues be it Applications or Infrastructure ensuring reduced downtime and call hops. This will give increased availability and a 20% cost reduction on Application Operations. • An actively updated and maintained CMDB, to have a complete application down-view of IT and also give standardized & scalable incident, problem, change management process that will help reduce ticket generated, increased FCR & end-user’s satisfaction. • A great integrated tool set (if possible on an “As A Service” model) which can monitor all domains of my IT infrastructure operations – server, network, security, end-user computing, etc., which correlates and gives one actual ticket pointing towards the probable cause. Imagine, no upfront tool’s cost, lesser ticket hops, less number of cross-skilled L1, resulting in 20% - 30% cost efficiency & increased end-user satisfaction. And above all, a reporting tool that gives one interface for all the above to ensure better Business IT Alignment. Never let the communication die, MIS is one of the best ways to approach for accolades
Management – Need to make sure that we are offering 24x7x365 support for IT infrastructure. We also need to cover the infrastructure such as fault management, security management, performance management and configuration management. Monitoring – Make sure that We are continue offering advanced monitoring and troubleshooting services – monitor IT components and transactions for specific events, threshold violations and errors/faults, based on pre-defined metrics. Audit and Security – Need to ensure that we establish security management process, an Internal audit process and quality check system We need to encourage our clients to conducts checks and audits regularly It will ensure high quality services, trust of customer and a smiling CSAT Basics to remember
They are managing the shop floor, as it were. These people need training around service level management, Queue management, etc. They also need very specific training around using the workflow tools in use –
they need to able to exploit, in real-time, the capabilities of ticketing tool(s).
Some of these folks should also be specialized around a process, say
change management, etc.
I recommend that these people should have the basic level of ITIL certification & training – A must for RIM
1. At the grassroots level. A Must exposure to ITIL framework Specific technology training (RHCE,MCSE, Storage etc.) Training in the processes & supporting tools Mandatory trainings for Soft skills and client business Need to orient people to be service providers, as against support engineers. The distinction being that the former focus on service restoration & client satisfaction, and the later tend to focus on the "solution". 3. Engagement management/service level management/programme management. These people need to be ITIL practitioners , and should have come through the ranks as far as possible (there is no better training that to have been at the business-end of a really hard infra outage). They also need to trained to analyze and utilize the (oodles of) management data that such engagements (tend to) generate. Are we ready – Resource Capabilities