IT Service Management

          IT Service Management - ITSM

          Aggressive application adoption, rapidly evolving infrastructure, end-user sophistication, and business units assuming IT functions are contributing forces which limit IT in several ways. Among them are the ability to sustain governance, safeguard infrastructure, and maintain service level agreements. Evolving service desk operations to an IT Service Management framework including remote infrastructure management, provisioning, asset management solutions is a first line of defense in reclaiming consistent support and visibility. Our Single Point of Contact ITSM framework has proven success for many IT leaders.

          To learn more about IT Service Management, complete this Information Request Form or contact an Account Manager at 1-800-800-0014.


          IT Service Management

          As a national IT solutions provider, Connection can function as an extension of your IT department to deliver IT Service Management (ITSM) Solutions. We offer Service Desk, Asset Management, Remote Management, Maintenance, and IMAC services.

          Service Desk

          We deliver service desk on-shore/off-shore/hybrid models with methods based on ITIL principles. From modernizing service delivery methodology, policy, procedures, and SLAs to road mapping the transformation of the desk into a SPOC support model, we can create an entire solution that works for you. This includes Total Call Management to Log and Route on a 24 x 7 x 365 basis and more.

          Asset Management

          Physical and soft assets can be tracked and managed through a combination of in-house tools and systems and existing tools in the client environment. Configuration management integrates with our Service Desk Configuration Management Database to ensure SLAs are optimized for incident, problem, and change management across the enterprise.

          Connection ITSM Delivery Model Success Foundation:

          • Proven Solutions: Dedicated solutions and proven implementation through steady state operations ensure mutual success.
          • Win-Win Approach: This is the most flexible approach to solving your needs and improving your team’s productivity.
          • Project Management Office: Dedicated support resources for seamless project execution and ITSM service operations work in conjunction with service delivery teams.
          • Service Operations Support: Our three-pronged support model, service delivery, PMO, and service operations enable services to sustain changes and time to market without lapse of service or jeopardizing quality or customer satisfaction.
          • WebSPOC: ITIL-certified software and solution that provides overall ITSM framework for Incident, Problem and Change Management, Service Level (Contract) Management and Configuration Management.

          To learn more about ITSM, complete this Information Request Form or contact an Account Manager at 1-800-800-0014.

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