Efficiently operate systems and process for business as usual.
Production systems need appropriate care and maintenance to ensure they themselves meet the needs of the business. Planwell’s portfolio of services encompasses the guidance on achieving improved effectiveness and efficiency in the delivery and ongoing operation of your catalogue of services. Planwell takes the time to understand your operational environment to design a solution which has the ability to address your specific people, process and technology needs.
Keeping the lights on is a key component to what we do. Not only do we provide solutions to assist IT organisations to do so we can also keep the lights on for them.
Many organisations choose not to maintain expert IT Service Management Application skills internally; however they are not ready to completely outsource control of their internal processes either.
Planwell provide a series of services in many flavours that suit the requirements of all of our clients looking to outsource or supplement the management of these applications. This gives our clients control over their own destiny without the overhead of maintaining highly skilled staff, however with those skills available on demand when needed. These specifically can be broken down into;
As part of these offerings we can ensure that the technology remains tuned to installation and is acting relevantly.
Specific Solution Domains
Service Request Management
The Service Request Management process responds to customers' requests for services and items in a timely and effective manner. Requests may be for any service defined by the business and through the appropriate supporting technology assigned and fulfilled.
The Event Management process monitors, analyses and responds to events in real time, ensuring that other processes are triggered at the appropriate time. Event management is involved with starting and maintaining processes based on events. Typically this integrated through to service desk incidents or automated processes triggered,
Technology solutions typically employed to achieve this are;
- Monitoring Tools
- Event Managers & Correlation Engines
- Service Impact Mapping with reference to the Services Catalogue and Service Level Agreements
- Run Book Automation to trigger a series of otherwise manual rectifications to restore service.
The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that the best possible levels of service quality and availability are maintained. Also specifically relevant as related areas generally part of the Service Desk are solution areas of;
- Knowledge Management in regards to incidents and problems with a knowledge base
- Remote control to all staff to gain control of the effected system from their remote location
The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention.
Facilities Management is a process for maintaining and operating facilities associated with an IT organisation.