Modernize Your Service Desk, Transform the Business

IT Service Management (ITSM) is a shared service that provides a cost-effective, reliable, scalable, secure solution that can be used by state agencies to manage Incidents, Service Requests, Problems, and Changes in support of customers and lines of business. This service uses IT Service Management set of tools, which is compliant with the Information Technology Infrastructure Library (ITIL).


For managing and tracking Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware). This service is designed to manage the entire Incident Management process to assist in restoring service to customers as quickly as possible.

For managing Problem investigations from detection to eradication through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis. Problem Management processes remove defects from the IT infrastructure, eliminate recurring Incidents, and stabilize the environment.

For tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors. This service includes a process for Change and Release Management.

For tracking Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action.

Our  IT Process Management service is supported by ITIL, which incorporates an IT Service Lifecycle:

This is the start of the IT service lifecycle and is typically the area that needs most attention in IT organizations. We help you to establish priorities, confirm resource allocation, identify constraints and risks, develop IT service portfolios and focus on the reasons why the organization should do something, rather than the how.

Processes covered include:

  • Strategy Management for IT services
  • Service Portfolio Management
  • Financial Management for IT services
  • Demand Management
  • Business Relationship Management

In this stage we take the service strategy and turn it into a plan for delivering the business objectives. Our Service Design includes the whole IT organization, including internal/external service providers, process, people and technology.

Thinking about all these areas ensures that the organization has an end-to-end plan for supporting the new or changed service once it is built in Transition and moved into live Operations.

Processes covered include:

  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

In this stage we take key outputs from Service Design and prepare the new or changed services to go live in Service Operations.

Service Transition is about creating transition plans, testing services against the acceptance criteria developed in Design, controlling risk and preventing undesired consequences, and capturing and managing knowledge.

Processes covered include:

  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Change Evaluation
  • Knowledge Management

Service Operation is all about maintaining a stable IT environment through reactive and proactive means. This stage coordinates and executes the processes required to deliver and manage the end to end services agreed with the business.

Processes covered include:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access (Identity) Management
  • Problem Management.

This stage mentions the following functions:

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management.

Through Continual Service Improvement  (CSI)  we provide guidance and best practice for incremental and large scale improvements.

We work with many inputs to CSI, some examples include service level breach reports, process compliance exceptions, incident and problem trending, customer complaints etc.

Processes covered include:

  • 7 step improvement process

1 What should you measure?

2 What can be measured?

3 Gather Data (measure)

4 Process Data 

5 Analyze Data 

6 Present and use information 

7 Implement Corrective Action 

  • Service Reporting
  • Service Measurement.

Our service delivery model for incident and service management:

  • Full SLA management of service incidents
  • Service-level driven reporting and escalation
  • Submit issues quickly via email, phone, web portal
  • Self-service web portal updates to issues
  • Priority-based queuing and escalation
  • Alignment between IT and business processes
  • Single point of contact for all IT issues

Month over month, your IT support costs are fixed. Our results are measurable, with metrics-based reporting.

Our service level metrics:

  • System availability objectives
  • System performance objectives
  • Business hours response-time objectives
  • After hours response-time objectives
We Deliver Results for Incident and Service Requests

Our engineers are trained on the methodologies and principles of advanced ITSM software, to ensure that incident and service requests are handled professionally, quickly, and on-time.