Service Management
A fully managed IT service operation that ensures incidents, configurations, user requests and service performance are handled consistently, transparently and in full alignment with ITIL best practices. It provides a single point of coordination for day-to-day operations, ensuring stable, predictable and continuously improving service delivery.
- Incident Management
- 24/7 incident tracking, prioritization and classification.
- SLA-based response & resolution management.
- VIP support for critical cases.
- Verification of resolution and closure quality.
- Configuration & Asset Management
- Up-to-date asset inventory and lifecycle tracking.
- Configuration documentation and audit readiness.
- Regular inventory reconciliation and ownership validation.
- User Support
- Level 1 & Level 2 help desk operations.
- Support for applications, email, devices & access issues.
- Remote troubleshooting for fast and accessible resolution.
- Reporting, Governance & Continuous Improvement
- Single Service Manager as primary contact.
- Monthly performance, SLA and KPI reporting.
- Monthly service governance and ITIL-aligned process operation.
