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NSPL SOlution Advisor

ITIL Process Support

NSPL Service Support is one of two disciplines that comprise IT Service Management. It encompasses the support procedures necessary to ensure service quality. These procedures manage problems and changes in the IT Infrastructure and are more control-oriented than practical.

The major procedures in this area are:

    The NSPL Service Desk is the single point of the centre for all IT services users to request services and report issues. The service desk processes consist of tracking and escalation procedure. Also, the Service Desk is responsible for disseminating information to the company regarding intended outages or implementation of changes impacting production service. 
    The primary focus of NSPL Incident Management is the restoration of service following an incident. Incident Management is primarily an immediate process; its processes offer guidance on diagnostic and increase procedures required to restore services rapidly. IM processes are directly integrated with Change Management, Problem Management and Help Desk processes. 
    The main focus of Problem Management (PM) is to identify the causes of service problems and commission corrective work to avoid recurrences. NSPL Problem Management processes are reactive in response to incidents and proactive in identifying and preventing future incidents. Its operations have directly integrated with Incident Management, Change Management and Availability Management. Although Availability Management performs the lead role in component failure and system outage analyses, PM plays the leading role in obtaining data and analyzing it in support of the learning. 
    NSPL Configuration Management process guides the archiving, collection and report of individual infrastructure component specification. The Configuration Database is the single store of configuration information for the enterprise. In addition to configuration information, the database includes information regarding the relationships and dependency among infrastructure components. Configuration Management processes directly integrate with Change Management processes, because risk assessments should take into consideration any dependencies and relationships that may be affected by requested changes to the production operation. NSPL Configuration Management databases also used by Availability, Capacity, and IT Service Continuity Management processes to correctly perform their work. 
    Change Management, as the name implies, manages change have established into the IT infrastructure. NSPL Change Management staff assesses risks of individual changes, use the configuration information to recognize dependencies and other impacted systems and applications, and after analyzing the data, deny or authorize change requests. The goal of Change Management is to discover application code, functional and performance faults and intercept them before they impact clients. Change Management judged successful when alter are introduced into production operations without impact to business units or their clients. 
    NSPL Release Management has directly integrated with Change Management. Release Management addresses significant changes to the environment, such as installing the latest database management system or to business applications. As a result, Release Management is concerned with maintaining a large number of changes that will be introduced simultaneously into the production operating atmosphere.