Service Desk Define business / operations specific process workflow in a manner which is simple to understand and execute.
Drive goals in synergy with customer CTQs (critical to quality) Overcome failure modes by tweaking Service operation procedures or people skill Get tool shortcomings addressed either by improving system capability or work around steps to the automation / tool system team Document and conduct audits as per definition Incident Management (IM) Propose and implement corrective steps for the failure modes identified Define processes for the given environment and train resources on same Identify and pick CTQs which are influencers & manage multiple stake holders.
Problem Management Classify, diagnose & run Root cause Analysis (RCA) Identify permanent fix & manage Known Error database Push for SLA & process compliance Interact with other stakeholders to achieve the aboveChange Management (CM) Monitor and control change window / process time lines Understand the change / change plan in question to the level of directing and assisting effective change Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management Identify Configuration Information (Cis) & document and maintain as per process Configuration Management and other interrelated process Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM) Manage the Release Plans Question RM time lines in order to have no or minimum disruption Analyze quality of tests done in order to avoid post roll out disruptions where needed from time line and test plan Availability Management (AM) Recommend work around as needed with service restoration as the primary goal Work with other processes such as IM & PM in achieving AM goals Financial Management (FM) Manage service billing process as per signed off SOWs with customer Manage defined cost allocation to various overheads.
Capacity Management (CM) Ensure adequate performance and capacity for all IT services Plan Capacity (responsible for its development and management) ITSCM (Information Technology Service Continuity Management) Manage ITSCM process Interpreting plans, test reports, etc.
F) - Familiar; (P) - Proficient; (E) - Expert.