PROJECT TITLE | ITIL (Information Technology Infrastructure Library) Configuration Management
PROJECT ROLE | Business Process Improvement - ITIL incident management
CLIENT | USAITA, Pentagon - United States Department of Defense (US DOD)
OBJECTIVE | To restore the IT service quality primarily aimed at the user level as quickly as possible to meet Service Level Agreements at USAITA.
SCOPE | USAITA required partnering expertise to make its incident management process more efficient for better incident detection and recording, classification and initial support, investigation and diagnosis, resolution and recovery, incident closure, incident ownership, monitoring, tracking and communication.
BACKGROUND
USAITA required partnering expertise to make its incident management process more efficient for better incident detection and recording, classification and initial support, investigation and diagnosis, resolution and recovery, incident closure, incident ownership, monitoring, tracking and communication.
SOLUTION
The implementation of ITIL- aligned incident management policies, processes and procedures, escalation standards, classification categories and reports helped with faster and accurate incident logging, ownership, communication and resolution. ANGARAI provided comprehensive research, analysis, design, and recommendation for Incident Management Processes for USAITA, particularly focusing on functional areas including the Consolidated Customer Service Center (CCSC), the organization's Enterprise wide Help Desk. ANGARAI developed processes and procedures including Known Error Database (KeDB), Escalation Procedures and Multi-Tier Help Desk Organization.
