IT Service Management
To ensure the optimal delivery and support of IT service, Tangent Networks offers comprehensive IT Service Management (ITSM) services. The extent of service offered is comprehensive: incident management, asset management, change management, problem management, knowledge management, configuration management, and disaster recovery and service catalog. By accurately mapping IT services to business outcomes, we improve end-user satisfaction, reduce downtime, and drive operational effectiveness.
Incident Management
Accelerate incident resolution, optimize support team efficiency, and ensure service continuity.
Problem Management
Reduce repeated issues, examine the underlying reasons, and increase the efficiency.
Change Management
Use automated procedures to expedite approval, implementation and planning for your IT changes.
Service Catalog
Demonstrate your services to end users, including IT Services, IT Operations, and IT Support
Asset Management
Optimize asset utilization, avoid vulnerabilities, and assure licensing compliance.
Configuration Management
Manage and control IT infrastructure relationships to ensure consistency, reliability, and compliance
Knowledge Management
Accelerate business outcomes by centralizing, organizing, and readily distributing IT knowledge
Disaster Recovery
Minimize downtime and data loss through proactive business continuity planning management.
Incident Management
The approach to incident management is designed to resume its normal operation of IT service delivery as soon as possible after an incident — this includes documenting the incident, categorizing it, prioritizing it, resolving and following it up and, when necessary reduces its potential impact on the business.
This process ensures unexpected issues are resolved efficiently, minimizing outages.
Problem Management
Problem management identifies and resolves the root causes of recurring issues with the goal of eliminating future interruptions. The ITSM process consists of identifying a problem, categorizing it, then implementing a permanent resolution.
This approach of addressing the underlying issues broadly increases the stability and suitability of IT systems while creating a more manageable and trustworthy organization.
Change Management
Change management is the practice of implementing changes to IT services in a controlled and systematic way. It ensures that any changes introduced are scheduled, assessed for their impact as well as risk, and authorized.
This ITSM approach enables organizations to adapt to changing business needs while ensuring the stability and reliability of IT services.
Service Catalog
A service catalog contains any services related to the organization which can involve IT support services, IT operation services, and any services provided by other than IT teams like HR, marketing, facilities, among others. A customer will then select a service.
Show end-users what services you provide, including different SLAs, and multi-stage approval.
Asset Management
IT asset management (ITAM) may be defined as the process of monitoring the processes related to costs and accountability of the Company’s assets throughout the lifecycle of their development, usage, maintenance, and retirement.
In other words, it makes certain that the organization’s key and strategic assets, whether tangible or intangible, are assigned and efficient.
Configuration Management
The systemic identification, control, and maintenance of configuration components within an IT environment.
This ITSM approach provides detailed knowledge of relationships and connections between different components. Therefore it facilitates proper change management and documentation of infrastructures.
Knowledge Management
Knowledge management is the development, accumulation, distribution, application, and maintenance of knowledge within an organization or across companies and industries. At the core of any knowledge management practice is a knowledge base. In IT, a knowledge base refers to a centralized repository that allows employees to seek self-service by obtaining information about the product, service, department, or any other issue.
Disaster Recovery
An IT disaster recovery plan ensures business continuity and minimizes downtime in the event of such occurrences. This plan provides details of methodologies that ensure data backup, recovery, and communication methods. It is designed to allow the restoration of important IT services, data, records, and functions within a short period following natural disasters, cyber-attacks, or other kinds of human failings.
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Our Approach
Our ITSM processes are aligned with the IT Infrastructure Library version 4 (ITIL v4) framework. ITIL v4 provides a comprehensive set of best practices and guidelines that help us optimize our service management operations. By following ITIL v4 principles, we ensure that our processes are efficient, effective, and aligned with business objectives. This commitment to ITIL v4 ensures that our customers receive high-quality, reliable IT support and services.