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May 24

Application Management

May 24th, 2013 by

Application Management is responsible for supporting and maintaining operational applications.  This function provides the technical expertise and management for all the applications within an organization. The role of Application Management is quite similar to Technical Management; however, the focus is on software applications rather than the IT infrastructure.[...] Read More

May 22

Technical Management

May 22nd, 2013 by

The function of Technical Management is to provide the technical skills and resources essential to support the ongoing operation of the IT infrastructure. This technical team assists in planning, implementing and upholding a stable and resilient infrastructure to ensure that all required resources and expertise are always in place to maintain and improve the IT services and their supporting technologies.[...] Read More

May 17

Service Desk

May 17th, 2013 by

The Service Desk provides a central point of contact for all the users within an organization.  A log is maintained here to record and manage all Incidents, Service Requests, and Access Requests that occur during service delivery. In addition, the Service Desk provides an interface for all the processes and activities within the Service Operation phase of the Service Lifecycle.[...] Read More

May 15

IT Operations Management

May 15th, 2013 by

IT Operations Management is the Service Operation function that oversees the management and maintenance of the IT infrastructure. This function performs continuous operational activities; it is also responsible for controlling and maintaining the IT infrastructure to ensure that services are delivered as agreed upon in the Service Level Agreement.[...] Read More

Oct 11

The Service Desk: Satisfying Customer’s Needs

October 11th, 2011 by

You are importantThe Service Desk in any IT organization is the primary point of contact for customers and users for Service Requests and some Requests for Change as well as when there is a service disruption. The Service Desk ensures that users and customers are receiving the information they need and are kept fully informed about the progress of their Request(s).  The main objective of the Service Desk is to deal with Service Events and interact with the public through different modes of communication such as telephone calls, the internet or some other form of web interface, and automatically reported Service Events.[...] Read More

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