ITSM - IT SERVICE MANAGEMENT 

The most widely deployed IT best practice framework is the Information Technology Infrastructure Library (ITIL®). ITIL has evolved from a recommended best practice to a global industry standard for aligning IT services with business requirements. ITIL drives business value by helping IT organizations share common terminology and integrated IT service management processes across the IT organization.

It also improves the management and delivery of ICT services to both internal and external clients.

KnowTech has a longstanding history of delivering innovative ITSM solutions to clients in both the public and private sector. KnowTech’s capabilities in the service management area include:

• ITIL training including team building based on ITIL framework
• Developing service level agreements between and across departments
• Monitoring service level agreement conformance and performance, including tracking financial benefit of implemented programs
• Establishing departmental shared services operations to serve cross-organizational requirements
• Implementing IT service management solutions, including helpdesk & incident management, environment and change management, security analysis and design, asset management and system audits
• Conforming with ITIL and ITSM requirements and best practices