We follow The Information Technology Infrastructure Library (ITIL) framework to maximise value for our clients by measuring, monitoring, and optimising their I.T. services. ITIL's guidelines are flexible enough to help any organisation achieve its service management objectives.
Incident management aims to reduce the impact of incidents by identifying, reporting, analysing, and resolving issues efficiently. Our process makes it easy for customers to raise a ticket, which is then logged, given a priority level, and assigned to the relevant team for investigation.
In the event of a Major Incident occurring when a service cannot be fully restored quickly, we will always provide a workaround option where it is possible, to allow our clients to continue business as usual. Clients receive regular updates and contact regarding their incident, to ensure they are kept up-to-date with the progress.
Problem management aims to identify the root cause of incidents to minimise the possibility of those incidents reoccurring. This process focuses on finding a permanent solution to reduce the likelihood of incidents for our clients in the future, ultimately improving our service.
Change Management focuses on minimising the impact of changes by following standardised methods and procedures documented by ITIL. This allows us to improve our alignment of I.T. services to business requirements and increase the productivity of users, as disruption is reduced and higher-quality services are delivered.
We always evaluate whether the changes need to be made, including investigating the risks involved, the overall effect on the business and people, and the expected benefits of the change. If the change is approved, we will agree on a window of time for the change completion, giving you full transparency and a set time frame
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