IT Service Management - ITSM
Simplify SLA Management
For many organizations, the end goal of an IT service management (ITSM) engagement is to improve service level agreement (SLA) management. By offloading time-consuming workloads to the service desk, you can realize significant benefits that reduce the challenges associated with sustaining the rate of change, developing and enforcing policies, and maintaining operating standards. With the right solution in place, it becomes much easier to manage the multitude of considerations that affect the service desk, from identifying and tracking incidents in the environment to aligning controls with the appropriate resources.
With You Every Step of the Way
Connection solves ITSM challenges by supporting users and their assets from a service perspective, including all aspects of provisioning. Our offering combines three valuable elements: a service desk, Project Management Office (PMO), and Command Center. Together, these components bring together a combination of outcomes to satisfy disparate groups, including the applications team, the asset management team, and the infrastructure group. Whether your organization needs to deploy new hardware, refurbish existing hardware, or manage perimeters from a threat- or intrusion-prevention perspective, we can help.
- The dedicated PMO provides a centralized team and access to peer counsel and peer review, validating transition or project plans, and enabling an in-house escalation process that goes beyond just a line manager into the full rigor of a PMO.
- Our experts run a Command Center, the Technical Service Desk (TSD), that offers customers key services. Through the TSD, we can proactively validate that technicians have arrived on site, escalate issues as needed, and offer further support.
Expertise Makes All the Difference
Our experts provide valuable services to streamline every IT project—from data center to desktop and all things in between. This includes everything in the network: WAN, domain controller, firewall, DMZ, production servers, desktops, and mobile devices. Our PMO is Project Management Institute (PMI) certified. All customer-facing Project Managers (PMs) have a Project Management Professional (PMP) certification. Our team includes experts with Six Sigma and Green Belt qualifications. In the field, our technical specialists are A+ certified at a minimum, often N+ certified. We also provide Microsoft Certified Solutions Experts (MCSE) as needed.