IT Service Management: implementation and optimization of IT processes.

Centralized Help Desk systems based on ITIL methodologies including:
• Incident Management
• Problem Management
• Change & Request Management
• Configurations Management
• SLA management
• Service Catalog

Implementation of Help Desk and automation of Incident, Change and SLA management processes

Customer

Supreme Court of Qatar

Our Task

Implementation of Help Desk and automation of Incident, Change and SLA management processes

Skills/Technology involved

• Implementation of HP Service Manager
• Tailoring out of the box processes to match customer desired flow. tests within
• Training 5 HelpDesk Operators

Results

Improved customer service and clearly defined service measurements.

Reference: learn more >>>

TroubleTicketing system for the telco operations department

Customer

Etisalat -Nigeria

Our Task

TroubleTicketing system for the telco operations department

Skills/Technology involved

• Implement HP Service Manager
• Forward critical alarms from OSS system
• Design filters and classification mechanisms for ticket enrichment and assignment
• Train 10 NOC operators

Results

Early warning system with very accurate assignment mechanism that shortens time to repair

ServiceDesk upgrade and re-implementation at Alfa Telecom

Customer

Alfa Telecom –Lebanon

Our Task

ServiceDesk upgrade and re-implementation

Skills/Technology involved

• Upgrade from HP ServiceDesk to HP Service Manager
• Redesign IT Support processes in the new system
• Train 5 Operators

Results

New self-service portal that increases customer visibility on request progress