Service Management

Quickly restore operations, reduce unexpected outages, optimize resources, and leverage availability, quality and cost indicators.

Promote the company’s operational transformation aligned to business needs, making operations more responsive and effective through increased control and process visibility, resource optimization and better services planning and delivery.

Benefits

Increased service availability and greater agility in decision making
Faster responses and assertiveness in crash and incident impact analysis
Greater agility and convenience for identification and impact analysis of incidents and changes from CMDB information
Higher level of service indicators measurement and control
Service standardization and control through a service-oriented catalog
Processes and operations increased planning, control and visibility

The Solution Offers

Operational processes automation such as incident management, problems, changes and service assets
Management, control and visibility of equipments that support the services offered (CMDB)
Support for service requests opening and tracking through a centralized and online service catalog
Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) management, control and visibility
Decision-making and continuous improvement support
Analytical and executive reports and dashboards

Areas We Operate

ITIL best practices implementation that contributes to the organization’s maturity gradual increase through:

ITSM Solutions
(ITIL process implementation)

Incident, problems, changes and service levels management, including assets that support business services (CMDB).

Service Catalog Solution

Service requests management and handling through a services catalog and interactive interface for service providers.

Differentiators

Qualification and certification in key operational automation technologies from IBM and BMC*
Qualified professionals with advisory profile in market best practices and models for IT and Telecom services management (ITIL and eTOM), including ITIL Foundation and Intermediate certifications
Modern methodologies for implementing automation projects combined with traditional and agile approaches, as well as Lean and DevOps practices
Automation projects experience involving Telecom, IT and Datacenter industries operations

* Considered by Gartner® as one of the market leaders in the ITSSM segment – Information Technology Service Support Management