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Capability Matrix
IT Operation Services (IOS) Competency Level Relevant Experience
Change Management Expert
  • Standardized methods and procedures
  • Efficient and prompt handling of Changes
  • Minimize the impact of Change-related Incidents
  • Ensure service quality
  • Improve the day-to-day operations
Configuration Management Expert
  • Identification of all IT components
  • Controlling configuration Items through authorization of changes
  • Recording of the status of all Configuration Items
  • Verification through reviews and audits to ensure the accuracy of the information
Asset Management Expert
  • IT finances and Cost accounting
  • Contracts management
  • IT assets lifecycle management and maintenance
  • Balance between business service requirements and total costs
  • Budget predictability
  • Contractual and regulatory compliance
  • Inventory of software licenses and warranties
  • Leases and procurements
  • Hardware/software retirement and disposal
End User Support Expert
  • Manage level 2 tickets
  • Resolution Tracking Management
  • Fix production incidence requests.
  • Provide 2nd tier support to all users with Desktop issues
  • Application support
  • Hardware support
  • Manage SLA for end user computing
Service Desk Management Expert
  • Single point of contact for Customers
  • To facilitate the restoration of normal operational service with minimal business impact
  • The types of Service Desks operated include:
  •  Call Centre: Trouble ticket creation and call dispatching - no other activities done
  •  Unskilled Service Desk: call dispatching, incident tracking, feedback mechanism to clients
  • Skilled Service Desk: large number of incidents are solved at the Service Desk
  • Expert Service Desk: incorporates Incident Management and Problem Management (partly)
  • Ensure proper triage of issue results in fewer escatlations to Level 2 support team
Operating and Service Level Agreement Management Expert
  • Operating Level Agreement
  •  Document Control & Version management of processes and procedures
  •  Authorizations, Dates & Signatures that provides enforcement of roles and responsibilities
  •  Objectives, Scope and services covered as per IT Services Catalog
  •  Prioritization & Escalation - To ensure delivery of prompt service as agreed, and the acceleration of support for high priority issues
  •  Response Times - Initial response to inquiry; time to review and evaluate; time to perform diagnostics with an alignment to the escalation times
  •  Reporting, Reviewing & Auditing of key performance indicators (KPIs)
  • Service Level Agreement
  •  Scope of Work
  •  Performance, Tracking and Reporting
  •  Problem Management
  •  Customer Duties and Responsibilities, Warranties, Remedies and compensation
  •  Security, Intellectual Property Rights and Confidential Information
  •  Legal Compliance and Resolution of Disputes  
  •  Termination and Signatures.
Dash Board Systems  
  • Data Center Operational status
  •  Application Availability status
  •  Service interruptions and ETA of Service Restoration
  •  Change control status
  •  Performance and response times Metrics  
  •  Bulletins and alerts
Emergency Response Management Proficient
  • Disaster handling process & procedures
  •  Roles and responsibilities
  •  Communication options and methods
  •  Primary, secondary and emergency contact information
  • Training  
  •  Coordination, guidance and execution
Data Center Operations Expert
  • Operating environment with High-availability, redundancy and replication
  • Disaster Recovery Planning processes and procedures
  • Backup/Restore/Archive on-site and off-site, on-line and on-demand
  • Site management shipping & receiving, HVAC, wiring and cabling
  • Power management
  • Physical and access security
Data & Information Protection Expert
  • Approvals
  • Policy enforcements, compliance, risk assessments and mitigation plans
  • Data encryption while stored or in transit
  • Access Controls
  • Virus protection
  • Intrusion detection
  • VPN technologies
  •  Firewalls
  • Traceability, audit and reporting
  • Backup, restore and archival
  • Disaster recovery
Access, Authentication, Authorization and Admission Control Expert
  • User and device identity management
  • Identity authenticity verification active, suspend and expired
  • Authorization verification
  • Compliance verification and admission
  • User and group policy enforcement
  • Patches, updates and software release version verification
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