In this section we present overview of the ITIL best practices that is adopted by Uecoms to deliver services to its clients.
IT service management enterprises must focus on service by adopting a business and systematic approach to managing day-to-day operations. The underlying business processes should support the technical competence and experience of the enterprise. To achieve this objective, IT Infrastructure Library (ITIL) was established as the standard framework for IT Service Management enterprises that entailed a comprehensive, consistent and coherent set of best practices. Today, it is the most widely accepted IT-process management framework in the world. ITIL describes the processes needed to manage the IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organization and its customers. The diagram presented below gives an idea how ITIL processes fit in and act as a conduit between strategic and operational processes

ITIL Model

The Service Support is concerned with ensuring that the Customer has access to the appropriate services to support the business functions.

 

• Service Desk.
• Incident Management.
• Problem Management.
• Configuration Management.
• Change Management.
• Release Management.

Uecoms deploys the Service Delivery model and looks at what service the business requires of the provider in order to provide adequate support to the business Users.

• Capacity Management.
• Financial Management for IT Services.
• Availability Management.
• Service Level Management.
• IT Service Continuity Management.

 

Why Implement
IT Service Management?
 

• Professionalism
• 4Focus on benefits to the customer/business
• 4Decision making metrics
• 4Clear points of contact
• 4Part of a QM strategy - focus on continuous improvement
• 4Cost reduction - based on the standardization of the expensive processes (20/80)
• 4Avoid reinventing the wheel
• 4Long term survival!