Information Technology Services Management

IT Services Consulting

Assessment

Enhancing overall Health & System Performance

Integration

Connecting Applications to Other Business Applications as Required

Consulting

Creating Implementation Roadmap

Data Migration

Migrating data from other ticketing tools to ServiceNow

Implementation

Delivering (Development & Deployment) with Quick Turn-around Time

Support

Making our Client’s IT Investment Successful

Our Offerings

System Administration

  • Server
  • Storage and Backup
  • Application
  • Firewall
  • Security
  • Database

Networks

  • LAN/WAN
  • VPN’s
  • VoIP
  • IP Telephony
  • Wireless

End User Support

  • Desktops
  • Laptops
  • Mobility
  • Mail Clients
  • VPN’s
  • Service Desk

Security

  • Firewall
  • IDS/IPS
  • Anti-Virus
  • Anti-SPAM
  • Content Filtering

Consulting Services

  • ITIL Based Delivery Solutions
  • ITIL Based Process Implementation
  • Audit and Compliances
  • End User Trainings
 

CompuGain ITSM Strengths

System Administration

  • Team of ITIL and ITSM Tools certified professionals having experience in delivering and managing solutions to various fortune 100 clients.
  • Defines program goals, approach, and critical success factors that are based on our experience with existing practices, defining actionable roadmaps, developing target states, and developing business justifications for global clients across industries.

System Administration

  • Our carefully crafted approach builds, delivers, and enables a range of IT management services for our clients that leverages our change management capabilities and client experiences to culturalize IT management.
  • We successfully integrate full-breadth ITSM solutions across multiple layers of technology and infrastructure, and bring leading solutions to the most difficult ITSM areas, including multi-supplier integrator, configuration management, and release management.

System Administration

  • Our compelling IT value propositions frame the role of IT and the business rationale for IT change during major structural changes, such as M&A, deregulation, outsourcing and globalization.
  • Our IT transformation approach helps clients achieve better business performance. By leveraging business metrics and diagnostics, we shift the IT debate from value preservation to value creation.

System Administration

  • Dedicated ServiceNow Delivery Centers in India, and in the US
  • Pre-defined processes, delivery artifacts and trainings for ServiceNow solutions
  • Proven leadership in using Agile development for quickly deploying scalable ServiceNow based solutions

Our Capabilities

  • Large scale ITSM transformation/new implementation
  • Optimization – Remediation of operational issues
  • Process Maturity Assessment
  • Third party tool Integration
  • Risk and regulatory controls

ITSM and Process: Value Proposition

Incident & Problem Management

  • Strong Metrics and Trend Analysis
  • Resolution, Recovery and Closure Process
  • 100% Root Cause Analysis
  • Constant Ticket Aging review
  • Major incident review process
  • CSAT and weekly feedback analysis

Service Level Management

  • Defined Critical and Key SLAs
  • Response Time Measurement
  • Daily Service Review Call
  • Monthly Review of SLA Reports

Change Managemen

  • Control and Coordinate Changes
  • Creation of CAB and effectively manage CAB Meetings
  • Evaluation, Planning, Authorization, Release and Implementation of changes
  • Forward Schedule of Changes (FSC)

Availability & Capacity Management

  • Measure against defined SLA
  • Near-production performance report
  • Monthly downtime report
  • Proactive Capacity Planning with CMDB
  • Constant review of capacity reports

Delivery Model

  • Onsite Co-ordination
  • Remote Monitoring
  • Level 1 Support
  • Level 2 & 3 Support
  • Scoping, Knowledge Acquisition, Project Co-ordination, Service Transition
  • Pro-active Performance Monitoring, Threshold Alerts, Dashboard Reporting
  • Incident Management, Service Desk for escalations, Knowledge Repository
  • Problem Management, Change & Release Management, Capacity Management
  • 80% of the Services can be managed from Offshore
  • Risk Mitigated Transition
  • On-going Risk Management
  • Flexible Engagement Models
  • 40-50% Cost Saving

Our Capabilities

System Administration

Server Network Storage Database Patching & New Release

ITIL Consulting

Incident Management Problem Management Change Management Configuration Management SLM

Service Desk

24X7 IT Help desk Service Request Fulfilment Level 1 Support Level 1 Escalated Support

IT Performance & Availability Monitoring

Server Network Storage & Backup Application Firewall Security