Providing IT support for maintenance service requests and orders for services based on a dedicated support organization constituting a Single Point of Contact, available 24/7, 365 days a year.
The service is provided using electronic data exchange between the IT service provider and the systems for handling user/notifier notifications.
Delivery of a solution for maintenance service requests handling realised based on ITIL good practices and HDI standard, adaptation of the solution to SLA conditions and process requirements defined by the Ordering Party.
Ensuring mechanisms for monitoring the level of maintenance IT service provision in order to achieve quality parameters at the level defined by the Ordering Party.
Management of support groups, maintenance of the CMDB database and catalogue of services for the solution for handling requests and provision of management information and reports.
Development of solutions based on business objectives set for such processes as: request handling, incident handling, problem and known errors handling, change handling, order handling, knowledge management.
Handling of tool parameterization requests, enabling modification of process and user interface functionalities.
Implementation of IT system administration and operation processes.
Ensuring fixed system maintenance parameters – ensuring the operation of the IT system at a fixed level and in a specified time regime.
Support in integration with domain systems (HP Connect-IT, SRC) and external systems.
Analysis and construction of the concept of changes in the monitoring IT system architecture.
Verification of the monitoring IT system architecture compliance with BMC Software recommendations.
Development of operational standards in the area of service monitoring.
Development and implementation of procedures for operating and administering components of the monitoring system.
Development of a project for the construction or modification of a monitoring system in the scope of Configuration Elements monitoring, event processing and visualization of services status.
Production of monitoring system components: monitors, event processing rules, service models.
Implementation, administration and maintenance of the monitoring system.
Development of a project to produce a system for settling SLA, OLA and UC agreements implementation level.
Production of a service settling system using data provided by the service monitoring system.
Implementation, administration and maintenance of a service settling system.