IT Service Management – Level 1
.
Remote monitoring and management tools (RMM).
Software licensing, version updates and management console.
Desktop, laptop and server patch management.
Firmware management and updates.
Asset and resource management.
Access to technical support team.
Service ticket tracking, notifications and smart reporting.
Monthly executive and performance reporting.
Performance monitoring and alerting.
Application version updates and new installations.
Operating system service pack installations.
Scripting and automation of system maintenance and routine tasks.
Custom alerts and notifications.
NOC monitoring, alerting and remediation of technical issues.
IT Service Management – Level 2
[most common]
Remote monitoring and management tools (RMM).
Software licensing, version updates and management console.
Desktop, laptop and server patch management.
Firmware management and updates.
Asset and resource management.
Access to technical support team.
Service ticket tracking, notifications and smart reporting.
Monthly executive and performance reporting.
Performance monitoring and alerting.
Application version updates and new installations.
Operating system service pack installations.
Scripting and automation of system maintenance and routine tasks.
Custom alerts and notifications.
NOC monitoring, alerting and remediation of technical issues.
IT Service Management – Level 1
Program Name: IT Service Management – Level 1
Focus: Desktop, laptop and server systems.
The Basics Status Level: Required.
IT Service Management – Level 2 [most common]
Program Name: IT Service Management – Level 2
Focus: Desktop, laptop and server systems.
The Basics Status Level: Optional