IT Operations

I have to say the one that worked the best have been the one where the company have adopted the best bits of ITLI, Agile, and prince2 Depending on the size of the company and the size of the support team many of the best practice from the mentioned methodology can be adapted to support current or new working practices to successfully run a structur... ed service desk. work with the customer - see ourselves as an extension of the customer. Have a positive approach to solving a problem. understand what the business needs are for our staff and clients, align our knowledge for product delivery. troubleshooting skill, sharing knowledge, work as if your a detective. Caring about quality over quantity. This would be our 1st and 2nd level team who would be the first port of call for all enquires for support across this would be based on a Reactive support model. The 2nd level would own the desktop environment. and make sure the customer can access all the resources they need to do their job. other areas- Image machine, troubleshoot printer, user account, Bussiness as usual and undertake project roles. Managed automation Studio / Director / ie. using desktop manager plus, service desk plus Systems - Access to the full environment, servers and data stores, VM, server farms ETC, Backup and security, Active directory, server trusts, permissions, OU and Group Policy. Network- cabling, network switches, the configuration of the firewalls which would include VLAN and ACL(access control list), management DNS DHCP, WiFI, lease lines The overall upkeep of the datacenter and proactive system management. Telecommunication, extension list and call flow routing and so on. HPE Intelligent Management Integrates fault management SolarWinds, MDM for mobile device management - System Center Operations Manager (SCOM) Take incoming calls and escalate appropriately, provide technical support over the phone or remotely. Based on 300 user base it may be the case that it would be acceptable to mesh 1st line with the 2nd line engineers if there ...Read More