Service Management

Service Desk and Service Management

The achievement of the goals of virtually every business is enabled by IT when it is operating optimally. IT Service Management is a framework for planning, implementing and managing resources that optimizes the end users’ experience with technology to achieve the objectives of the business. Most IT departments have made the transformation in thinking from the technology to the quality of the services they provide that enable business success. This shift in thinking also requires a shift from monitoring components and toward monitoring services delivered by the components. A service is defined as a use to which an end user puts resources delivered by IT. Investment in Service Level Management will ensure the availability of critical business and management applications for end users, the customers and the employees of the enterprise.

The Service Desk is the control center of Service Support within the ITIL best practices framework. From the Service Desk the processes of Incident Management, Problem Management and Change Management are recorded and communicated. A CMDB, or Configuration Management Database, stores IT assets that enable services. These assets are grouped according to the services they deliver and the services are monitored for performance and availability in the best practice environment.

JDL Technologies and Service Management
JDL Technologies is an expert in Service Management at three levels. First, JDL staff engineers are certified in ITIL best practice processes. Second, JDL Technologies has designed and implemented service support processes and systems for monitoring the availability and response time of applications. Third, JDL is a solutions provider and systems integrator for BMC’s Remedy Software Suite, a Magic Quadrant Perfomer-rated tool for supporting Service Management in the enterprise. JDL has experience implementing the Incident Management, and Change Management applications of BMC’s Remedy product suite. JDL has also implemented the BMC Atrium CMDB in a large enterprise environment. JDL currently operates a Network Operations Center in an enterprise network with over 7,000 devices and 120,000 computers where BMC Remedy is deployed for Incident and Change Management.

Service Management Services
JDL Technologies will help enable the successful implementation of Service Management best practices through these services:

• Integrating BMC Remedy Service Desk tools in the business or education enterprise
• Implementing Remedy Incident Management to assure a fast reactive resolution of incidents
• Implementing Change Management systems thereby reducing service interruptions due to authorized and unauthorized changes in a proactive response to reducing interruptions to IT service
• Implementing a network operations center to cost effectively track, monitor and manage the continually expanding IT environment
• Providing assurance of the availability of IT resources and integrating them into the delivery of services required for end user effectiveness including SLA monitoring
• Implementing a Service Desk to manage incidents and problems in the IT environment
• Configuring centralized management and control of the IT assets through a CMDB
• Helping business cost effectively optimize the end users’ experience with IT resources

Contact JDL Technologies for information about how to implement Service Management.