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Incident Management: Incident Management (IcM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. See “The View from iStreet Solutions” blog for more on Incident Management.
Problem Management: The objective of ITIL Problem Management is to manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
Event Management: Event Management, as defined by ITIL, is the process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions. An event can be defined as any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services.
Request Fulfillment: The objective of ITIL Request Fulfilment aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.
Access Management: ITIL Access Management aims to grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in IT Security Management/Information Security Management. Access Management is sometimes also referred to as ''Rights Management'' or ''Identity Management''.
IT Operations Management: The objective of IT Operations Management is to monitor and control the IT services and IT infrastructure. IT Operations Management executes day-to-day routine tasks related to the operation of infrastructure components and applications.
Service Desk: A Service Desk is a primary IT service within the discipline of IT service management (ITSM)... It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service. See “The View from iStreet Solutions” blog for more on Desktop as a Service.
Application Management: ITIL Application Management is responsible for managing applications throughout their lifecycle. This process plays an important role in the application-related aspects of designing, testing, operating and improving IT services, as well as in developing the skills required to operate the IT organization's applications. Application Management is an ongoing activity, as opposed to Application Development which is typically a one-time set of activities to construct applications.
Technical Management: ITIL Technical Management provides technical expertise and support for the management of the IT infrastructure. Technical Managements plays an important role in the technical aspects of designing, testing, operating and improving IT services, as well as in developing the skills required to operate the IT infrastructure required.
IT Operations: Information technology operations, or IT operations, are the set of all processes and services that are both provisioned by an IT staff to their internal or external clients and used by themselves, to run themselves as a business.
Engagement Management: Engagement Management is responsible for the overall management and delivery of the implementation project. The Engagement Manager works as a team member along with the Solution Architect, Technical Architect and Data Architect and has the overall responsibility to drive the project to completion.
(Sources: Wikipedia, Wiki IT Process Maps, enablepath.com)
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