SERVICE MANAGEMENT
Service Management forms the basis of our IT delivery, emphasizing customer value and relationships. It spans across our clients’ infrastructure and vendors, using standardized frameworks for consistency.
Incident Management
In Incident Management, we swiftly respond to any unexpected service interruptions to restore normal operations promptly and minimize client disruption. We offer 24/7 support, monitor IT systems rigorously, and use proactive measures to maximize uptime.
Problem Management
Problem Management focuses on identifying the root causes of recurring service issues. We conduct thorough root cause analyses using industry best practices like the 5 Whys technique, and ensure corrective actions are implemented systematically to prevent future incidents.
Change Management
Change Management aims to align IT changes with business needs to minimize disruptions and risks. We support the Change Advisory Board with subject matter experts (SMEs) to review and execute changes smoothly using checklists to maintain service quality.
Security/Risk Management
We prioritize identifying and mitigating risks to protect organizational information resources. Our approach includes evaluating risks, recommending appropriate countermeasures, and collaborating with clients to manage risks until permanent solutions are implemented.
Business Recovery Management
During business disruptions or outages, our Business Recovery Management team communicates proactively with customers, providing regular updates on incident status until resolution. They coordinate technical and customer responses to minimize service interruptions effectively.
SLA Management (Reporting)
Our SLA Management team ensures service level agreements (SLAs) are met by maintaining and analyzing current and historical data. We provide detailed incident-level analysis for any SLA breaches to uphold service quality standards.
Marvel ERP Solutions @ 2024-2025