| Inventory |
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Detailed inventory of all systems and configurations that compose the organization’s technical platform, comprising hardware, software and communications.
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Strengths and opportunities assessment.
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IT budget analysis, including support contracts with all third-party technological vendors.
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Operational process analysis and internal scheduling with third-parties.
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Assessment of primary risk factors, and prioritize ITIL best practice adoption areas. | |
| Support |
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Definition of a channel between IT services end users and the IT service department.
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Establishment of the 1st line and implementation of user support and business continuity processes.
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Create a ticketing system to support all customer (user) requests and problem reports.
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Implement service-orientation on the support department. | |
| Operations |
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Design, planning, execution and support of processes, tasks and tool necessary to provide an effective, stable and secure infrastructure.
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Control of available applications and services.
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Hardware and software resources control.
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Establish security and business continuity policies.
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Mitigation of known weaknesses. |
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| Management |
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Customer focus.
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SLA (Service Level Agreement) based management.
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Third-party contract management.
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Quality of service control and management.
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Capacity and availability management.
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Financial management of IT services.
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KPI, incidents and activities reporting. | |