Incident Management : Captures all stipulated events and exceptions and facilitates restoration of IT Services within the consented service levels in order to minimise business disruption.
Problem Management : Performs root cause analysis and manages the development of permanent solutions for all problems as well as ‘how to fix’ documents for generic incidents in order to prevent the reoccurrence and to facilitate quick resolution of incidents using ‘how to fix’ documents.
Change Management : Manages the changes through entrenched procedures in order to ensure the quality and continuity of IT services, minimises the impact on business as a result of the necessary changes and prevents change-related incidents.
IT Availability Management : This is a framework to measure continued up-time of IT services, enabling IT to provide data and correlated interpretation to identify and fix problems and finally facilitate proactive provisioning for the required availability designs during the solution architecture and continuous improvement phases.
Service Level Management : Ensures that IT services are planned and managed as per business needs by establishing and agreeing Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) and then reporting against those metrics. This ensures better business–IT alignment.
IT Capacity Management : Manages and notifies the current and future upgrade & enhancement requirements of the IT Services in line with changing requirements due to the introduction of new IT services and core business growth.
Administers IT security to ensure a conformance to the IT security policies in order to protect the business. It covers aspects like Threat Management, Vulnerability Management, Content Filtering Management etc.