Maintenance of IT systems

Provision of Help Desk services

We provide first line support services (Help Desk), providing you with the HP Service Manager platform implemented in an environment that meets the requirements of high availability and Disaster Recovery.

Key product features:

Providing IT support

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.

Electronic data exchange

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

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

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

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.

Support the development and maintenance of IT management

Support the development and maintenance of IT management processes using the HP Service Manager

We support the development and maintenance of IT management processes using the HP Service Manager, providing assistance within the following modules: Helpdesk – Service Desk, Incident Management, Problem Management, Service Catalog, Request Management, Configuration Management, Knowledge Management and Change Management.

Scope of IT services:

Development of solutions

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

Handling of tool parameterization requests, enabling modification of process and user interface functionalities.

Implementation of IT system

Implementation of IT system administration and operation processes.

Ensuring fixed system

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

Support in integration with domain systems (HP Connect-IT, SRC) and external systems.

Monitoring and settling IT services

Additionally we can offer you support in construction and maintenance of a monitoring IT system, the aim of which is to provide objective and up-to-date information on the status of services for your IT management staff and for the substantive business divisions of the company (Availability Management). Moreover, we specify the level of the provided services (Service Level Management), which allows for monitoring and settlement of SLA, OLA, UC – type agreements.

Scope of IT services:

Analysis

Analysis and construction of the concept of changes in the monitoring IT system architecture.

Verification of the monitoring IT system

Verification of the monitoring IT system architecture compliance with BMC Software recommendations.

Development of operational standards

Development of operational standards in the area of service monitoring.

Development and implementation

Development and implementation of procedures for operating and administering components of the monitoring system.

Development of a project

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

Production of monitoring system components: monitors, event processing rules, service models.

Implementation

Implementation, administration and maintenance of the monitoring system.

Development of a project

Development of a project to produce a system for settling SLA, OLA and UC agreements implementation level.

Production of a service settling system

Production of a service settling system using data provided by the service monitoring system.

Implementation and administration

Implementation, administration and maintenance of a service settling system.

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