BizCare provides remote, 24/7, ITIL Certified, Service Desk and Monitoring of complex, mission-critical, high availability systems for enterprise business communities.

 

Innovation challenges:

 

Today, the rapid pace of technology is forcing larger organizations to do more with less. This requires innovation, but can result in changes to existing technologies and management processes. Left unaddressed, these changes can challenge larger organizations and divert organizational focus with:

• Inability to cope with business changes
• Uncoordinated/unrecorded changes
• Continual fire-fighting on repetitive incidents
• Lack of management information
• Inability to address workflow efficiencies

BizCare's Solution

 

BizCare proactively monitors and manages incidents, enabling your organization to focus on key initiatives without interruption. By leveraging our proven phased deployment methodology, best practices, and expertise, we help you achieve efficient incident management and preserve your business focus. No other IT service offers BizCare’s depth of expertise, breadth of experience, and partner network.

 

Monitoring and Service Desk Objectives:

• Leverage BizCare's expertise to avoid unnecessary delays
• Deploy proven ITIL best practices to reduce incident risk and improve operating efficiency
• Comply with service and operational level agreements by correlating and improving service metrics
• Educate staff to accelerate business value

Monitoring:

 

BizCare monitors your IT infrastructure and applications (network devices, critical servers, server disk usage, processor utilization, firewalls, antivirus, malware, event logs, etc.) to proactively alert you of technical issues before they become problematic. While most large enterprises utilize some form of monitoring and management platform software, many times, a lack of best practices around those platforms or simply a lack of monitoring personnel, minimize their effectiveness. BizCare implements time tested best practices for monitoring to ensure you get maximum value from your monitoring investment.

 

BizCare offers on-shore, 24/7 Network Operations Center (NOC) service, comprised of highly trained systems administrators to either outsource or augment your monitoring efforts. BizCare can utilize your existing monitoring and management platform OR we offer full-service N-able and SpringSource "on-premise" solutions.

 

 

Service Desk:

 

BizCare's Service Desk practices a rigorous ITIL method of discovery, design and implementation. And by leveraging our NOC to outsource or augment your existing Service Desk, we improve collaboration between people, processes and technology. BizCare will tailor and deploy a fully ITIL compliant incident management process for your organization – including Problem, Change, Release and Configuration Management.

 

BizCare's Service Desk deployments are implemented in two phases:

 

Phase I: Discovery and Design

• Process/Workflow assessment, including role definition, input/output, activities, critical success factors, and key performance indicators
• Recommendations for development and implementation, and process design/upgrade
• ITSM integration
• Technology evaluation, selection and integration
• Cost Benefit Analysis

 

Phase II: Service Desk Implementation

 

Following Incident Management analysis and design, we implement/augment your Service Desk with our NOC. By utilizing engineers during non-desirable evening shifts or during peak traffic times, BizCare strengthens and streamlines your entire Service Desk.

 

Our consultants have real-world experience in the design, construction, implementation and integration of all ITSM processes, including Incident Management.

 

Self Auditing, Weekly Performance Reports:

 

With the BizCare Service Desk, customers receive weekly incident reports that track BizCare's performance, including "Number of Incidents Remediated", "Mean Time to Remediation", and "Percentage Remediated within the SLA". Charts include "Reported Incidents Trend", "Remediated Incidents Trend", "Average Days Open Trend", and more. The frequency of BizCare reports and ongoing trend analysis will typically identify areas in need of improvement.

 

 

BizCare Service Desk Benefits:

• Enhanced monitoring and accurate measurement of SLA performance
• Stronger management intelligence on service quality
• Smarter staff utilization and greater efficiency
• Elimination of lost or incorrect incidents and service requests
• Improved satisfaction among users and customers
• Reduced business impact and increased effectiveness from timely incident resolution
• Proactive identification of beneficial system enhancements and amendments
• Availability of SLA-related and business-focused management information

Conclusion:

 

The goal of Incident Management is to restore normal services to operation as quickly as possible by using established recovery techniques. A strong Service Desk team requires the expert integration of people, processes and technology, yet slow and poor communication can make an emergency appear more serious than it really is, escalating a minor event into a crisis.

 

BizCare's exceptional communication and highly-tuned process is the key to locking your service into place and ensuring improved overall performance. Emergencies demand quick and accurate communications. A BizCare Service Desk increases the effectiveness and timeliness of your response and resolution, protecting your business commitments, reputation and future.