Service Level Management
With the help of the OMNITRACKER Service Level Management, the Service Level Agreement (SLA) will be fixed with the customer. The Service Level Manager is charged with updating, adapting and inspecting the agreed quality parameters (Key Performance Indicators) in the SLA's as well as in the corresponding internal back to back agreements (OLA/UC). The Service Catalogue and the Service Level Requirement are the basis for the creation of the SLA. Within the organization, the service rendered will be described in the Service Quality Plan.
The business requirements are assessed by the Availability Management. This defines the general as well as service specific levels of availability, plans the implementation and monitors the key performance indicators.
IT Service Continuity Management
IT Service Continuity Management defines and plans all measures and processes for unforseeable catastrophes. Generally, it is incorporated into the superior process, Business Continuity Management. An assessment of the risk is necessary to be able to compare the relationship of costs to quantified improvement. The IT Service Continuity Management is constantly involved in the activities of Change Management and works closely with the other Service Delivery Processes.
In accordance with the business plan, Capacity Management provides the capacity plan and monitors its compliance. You can differentiate between business, service and resource capacity. Further tasks are application sizing, tuning, service modelling and demand management.
Financial Management for IT Services
The Financial Management for IT Services conducts budget planning, the control of the ordered costs as well as the optional accounting for services. In doing so, a well balanced relationship between quality and costs needs to be established, regarding customer requirements. Only in this way are the apparently contradictory aspects resolved.
IT Security Management
IT Security Management is concerned with the introduction and implementation of a defined security level for the IT infrastructure. It is committed to confidentiality, integrity and availability. The risk analysis is crucial, in order to identify the internal and customer specific requirements regarding the level of security. The internal, minimum security requirements are designated in this way, as basic security settings. Any further customer requirements have to be worked out on an individual basis.