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