The services, processes and tools needed to manage the provisioning, capacity, performance, security and availability of the technology environment.
Delivering at the right quality and at competitive costs.All services should allow for change management within their delivery. Services may be delivered in line with IT Service Management Models (ITSM) such as ITIL, Cobit, ISO/IEC 20000-1 or others, as required by the customer.
3a End User Services
The services for the provision and support of the end users technology environment and the on-going support of that technology and its end users, throughout the technology lifecycle
- End User Support - An information and support management service to handle a customer‟s internal or external queries and operational problems on technology related processes, policies, systems and usage.
Services may include: product support capabilities, including elements of hardware and software support, logging of problems, reporting and proactive results analysis of problem trends to suggest permanent fixes. The dispatch of service technicians and/or parts, end user training coordination and other technology related issues.
- End User Computing and Device Management - The scope of the end-user computing and device management covers the full life cycle management of desktop, laptop, tablet, thin client, handheld and peripheral assets including acquisition, deployment, maintenance, change management as well as disposal.
The service extends to the hardware, software, disaster recovery and personnel to perform the technical support, planning, process management and administration of the service.
3b Operational Management Services
The services which focus on the operational management aspects of the core infrastructure, its processes, performance, suppliers and continuity in order to deliver services to the end user's computing environment
- IT Operations, Data Centre and Technology Estate Service Management - The body of competencies, roles and practices that ensure technology offers the right services at the right price and quality levels for its users. Operating models may be fully centralised, fully decentralised or federated‟ (hybrid)
This includes the day-to-day system management responsibility for the technology infrastructure, its systems operation, integration, support, administration, and performance monitoring. Technical diagnostics / troubleshooting, configuration management, system repair and disposal management and the production of management reports may form part of this service.
- Security Management - The control, monitoring and management of security devices, systems, web sites, applications, databases, servers and data centres, and other technologies and services.
This extends to managed firewall, identity and access management, intrusion detection, virtual private networks, vulnerability scanning and anti-viral/anti-phishing services. Services may be provided individually or as a whole in the form of an in-house or external Security Operations Centre (SOC) aimed at managing a 24/7 service
- Supply Chain and Contract lifecycle management -The process of creating and fulfilling demands for technology services, including the life-cycle of contracts created, administered or that may impact the organisation. This includes third party contract management and/or service integration (SIAM) with regard to outsourcing, procurement, licensing and any other technology related agreements containing contractual obligations to the customer both now and in the future.
3c Technical Management
The services that focus on the technical management of the delivery infrastructure and its assets on the technology estate
- Network Infrastructure Management - Services for planning, delivering, operating, managing (including security), supporting and monitoring the on-premise local area network infrastructure (LAN) and/or its assets. Including but not limited to fixed and wireless network devices, routers, Switches, firewalls, fibre optic equipment etc.). This may take the form of individual services and/or a Network Operations Center - NOC. Exclusions to this service group are telephony, mobile voice and data services, video-conferencing, audio-conferencing services, integrated communications and wide area network provisioning and connectivity.
- Hardware and Software Asset Management - A framework and set of processes for strategically tracking and managing the financial, licensing and contractual aspects of IT assets through their life cycle. This includes hardware and software acquisition and disposal decisions that identify and eliminate unused or infrequently used assets, the consolidation of software licenses or proposals for new licensing models. The service should provide an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology and sourcing decisions.
3d Application and Data Management
The services which focus on the data, the enterprise and business line applications and their support and/ or development in the technology Estate
- Data Warehouse, Database and Data Management - Data, database and middleware management and integration practices, architectural techniques and tools for achieving consistent access to data across the technology estate. The activities should meet the data consumption requirements of all services, applications business processes. This is inclusive of installation, configuration, management and support (1st or 3rd party) of databases. Data activities extend its extraction, translation, transfer, conversion and backup and recovery.
- Applications Management and Support - The wide variety of application services, processes and methodologies for maintaining, enhancing, managing and supporting custom or enterprise applications, packaged software applications or network-delivered applications., including software escrow services
- DevOps - A collaborative approach to the integration of the software life cycle from application development through release and IT operations activities, with a focus on process workflows, application creation, deployment, and delivery. There is a focus on culture and the use of tools to automate the delivery for rapid and reliable software release
For more information get in touch with UKN Groups Head of Public Sector, just click here.
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