IT Service Management

The business is changing every day and it demands more innovation, increased agility, and adaption to the changing market conditions. When business is changing, so should the systems that are supporting the business. The new systems should be faster, operate under strict IT budgets and provide value, and be able to meet short term and long term business objectives.

At KMM, we understand the changing market conditions and provide solutions keeping short term and long term business objectives in mind. We don’t provide one size fits all solution. We treat our clients as clients and not customers. We provide professional services to identify areas for improvement, adhere to audit and compliance requirements, enhanced efficiencies & maximize the return on investment, help senior IT management to make tactical and strategic decisions that positively affect business outcomes, reduce operational costs and improve the transparency of IT Operations within the organization.

Key Challenges faced by companies today

• Adoption to changing environment, for example, IT services moving to the cloud
• Agility in response to the changing business needs
• A higher level of customization to the services to suit organization goals
• Meeting Internal and External compliance need for transparency and robustness
• Business always needs high availability of IT Services
• Most important, value demonstration. IT should be able to demonstrate business success

KMM Professional Services Portfolio

KMM ITSM Services Solution provides end to end service delivery models for effective management of IT infrastructure. We provide consulting & management services which help our clients to define the IT Service roadmap, build strong governance model, implement and managed agreed solution.

KMM Approach

IT Service Management

The purpose of the Service Desk process is to receive service requests from users and route them to the appropriate process for handling the request. Some service requests are handled by the Request Fulfillment Process, whereas many others are routed to other processes for fulfillment.

Some of the key processes under the IT Service Desk are Incident Management provides rapid response to possible service disruptions. The purpose of the Incident Management process is to focus on the restoration of a service affected by any real or potential interruption which has an impact.

Incident Management provides rapid response to possible service disruptions. The purpose of the Incident Management process is to focus on the restoration of a service affected by any real or potential interruption which has an impact on the quality of that service.

Problem Management identifies and resolves the root causes of service disruptions. The purpose of the Problem Management process is to resolve problems affecting the IT service, both reactively and proactively. Problem Management finds trends in incidents and groups those incidents into problems, identifies the root causes of problems and initiates change requests (RFCs) against those problems.

Service Level Management enables formally documenting the needs of its customers by using agreements and providing the correct level of service to meet those needs. It provides a means to review, enforce, and report on the level of service provided. Service targets can be defined & monitored. It acts as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of key business services.

Service Catalog

The service catalog contains information about deliverables and processes for a requested service.  It offers fast, easy-to-use, self-service processes for end-users and reduces the service desk’s workload. It provides a standard set of services needed by the business unit through a fulfillment process.

Asset Management

Asset management manages investments, assets, and resources for better decision making and cost reduction. It lets IT managers know, from procurement through disposal, what they have, where their assets are located, how much they cost, and who is using them. It helps address IT cost management challenges and helps reduce total cost of ownership. It also simplifies the growing complexity of License compliance.

Change Release Management

Change Management

The process is to achieve the successful introduction of changes to an IT system or environment and provides visibility into end-to-end change management. It increases change advisory board (CAB) effectiveness, automates impact analysis and collision detection, detects unplanned changes, and improves audit and compliance postures.

Release Management

The controlled deployment of approved changes within the IT infrastructure. The purpose of the Release Management process is to prepare and finalize release packages that are fit for deployment so that optimal business value will be attained when a deployment occurs.

Configuration Management

Configuration Management identifies, controls, and maintains all elements in the IT infrastructure called Configuration Items. The purpose of the Configuration Management process is to maintain the integrity of configuration item (CI) with respect to the deployed infrastructure and to provide accurate information about CIs and their relationships.

Benefits

KMM’s integrated tools and process model mentioned above for managing IT services helps realize the following benefits:

Reduce Help Desk Calls:

The Service Catalog allows end users to select available services and deploy approved software to their devices without help from IT staff which drastically reduces the cost of maintaining a large IT help desk.

Improve First Call Resolutions:

KMM helps implement ITIL best practice which would facilitate in process automation capabilities by integrating knowledge and problem management, and provide visibility into asset, configuration, and change information which would facilitate the Helpdesk in First call resolution.

Optimized operations:

KMM ensures the stability and predictability of IT services through quality assurance mechanisms and enables IT to realize the full value of IT services investments and deliver this value to its business customers.

Reduce Outages: ‘

KMM ensures to lower business risks by integrating with CMDB and providing advanced impact analysis mechanism which helps to calculate the appropriate risk for any infrastructure change.

Enhanced productivity:

Improve end-user experience and productivity with powerful self-help features, and automated and integrated service catalogs.