Defined processes to deliver the support you need

Organizations whose tasks are repeatable and time-dependent require well thought out and defined procedures in order to extract the desired output of that process each and every time. INX Managed Services has embraced and use the ITIL (IT Infrastructure Library) framework as the best practice framework for our service delivery processes. ITIL is a series of books providing guidance on IT service definition and a focus of ongoing service improvement. By aligning our processes with ITIL processes, INX Managed Services joins a fast-growing group of prominent organizations adopting this strategy, collaborating on IT service best practices, and improving service delivery for all.

 

Service Desk

The Service Desk is a function, not a process. The Service Desk is the primary interface to the end-user and coordinates change requests, addresses problems, communicates service goals, and monitors customer satisfaction.

 

Availability Management

Ensures that the predetermined level of service availability is provided.

 

Incident Management

The goal of Incident Management is to return business to a normal service level as quickly as possible, with minimum disruption to the business.

 

Problem Management

The objective of Problem Management is to identify the root cause of problems and to initiate action to improve or correct the situation.

 

Change Management

The end goal of Change Management is to execute a change with minimal cost and minimal risk of business disruption, while ensuring that strategic improvement requests are quickly processed and implemented.

 

Configuration Management

Configuration Management provides a logical model of the infrastructure by identifying, controlling, maintaining, verifying and reporting of configuration items in existence. This infrastructure is the Configuration Management Database (CMDB) and contains all relevant details of the IT infrastructure.

 

Release Management

Oversee the controlled distribution of software and hardware components into the live environment.