Technology | IT Service Management Certifications | ITIL Intermediate Certificate
Service Desk Differentiate between Incident and Service Request and record in the system
Resolve issues / fulfill requests by following SOP
Allocate to right resolver group and work with stakeholders concerned till logical closure
Operate service management tool for effective usage Incident Management (IM)
Comply with steps such as Investigate, Diagnose, Record, Communicate and Run Incident Management functional responsibilities such as bridge, communication updates
Drive towards service restoration within agreed SLA Capacity Management (CM). Monitor, analyze infrastructure capacity and Implement CM policy and monitor adherence in terms of timeline and accuracy
Analytics for effectiveness and completion in tuning and implementation
Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and effective implementation of the CM Process ITSCM (Information Technology Service Continuity Management)
Implement recovery plan and negotiate services.
Implement tests, conduct evaluations and generate reports.
Develop and implement procedures SLA management.
Identify what is within SLA and what has breached IT Security Management
Understand IT security guidelines and provide defined report from the system and Vendor Management
Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls and schedules for onsite/ remote intervention,
Communicate on the changes to logged cases, notifications received on product recommendations and escalate when necessary
Provide inputs for report preparation and Service Reviews
Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions Technical Skills IT Infrastructure Management
Incident Management IT Service Continuity Management (ITSCM)
Service Level Management and IT Security Management