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Technical Management

Technical Management is the custodian of technical knowledge and expertise related to managing the IT Infrastructure. Technical Management ensures that the knowledge required to design, test, manage and improve IT services is identified, developed and refined.

The second important role of Technical Management is to provide the actual resources to support the ITSM Lifecycle. Technical Management ensures the resources are effectively trained and deployed to design, build, and transition, operate and improve the technology required to deliver and support IT services.

By performing these two roles, Technical Management is able to ensure that the organization has access to the right type and level of resources to manage technology and, thus, to meet business objectives.

EBS Technical Management Outsourcing services cover:

• Server Management and Support – operating system support; second/third level support; advises and guidance to the business on the selection, sizing, procurement and usage of servers and related utility software to meet business needs; system security; definition and management of virtual servers; capacity, performance and ongoing maintenance, decommissioning and disposal of old server equipment

• Windows Network Management – Initial planning and installation of new windows network/ network components; third – level support for all windows network related activities, including investigation of network issues and liaisons with third parties as necessary; maintenance and support of network operating system and middleware software; reconfiguring of traffic to achieve improved throughput or batter balance; firewall management, access rights;

• Storage and Archive – designing, sizing selection, procurement, configuration and operation of all data storage infrastructure; definition of data storage policies and procedures; support for storage and archive related incidents; maintenance and support for all utility and middleware data-storage software;

• Database Administration- management of the database availability and performance; resilience, sizing, capacity volumetric; database housekeeping and replication; monitoring of database usage; transaction volumes; response times, concurrency levels;

• Directory Services Management – defining and maintaining naming conventions to be used for resources on client’s network; maintaining and updating the tools used to manage directory services; linking different directory services throughout the organization to form a distributed directory service; tracking the status of resources and providing the ability to manage resources remotely; managing the rights of specific users or groups of users to access resources on network; ensuring consistency of naming and access control on different networks in the client organization;

EBS Technical Management Outsourcing services deliver:

• a stable technical infrastructure to support the organization’s business processes;
• adequate technical skills to maintain the technical infrastructure in optimum condition and to speedily diagnose and resolve any technical failures that do occur;
• the design of new architectures and participation of the definition of technology architectures;
• research and development of solutions that can facilitate the expansion of the IT Service Portfolio or which can be used to simplify or automate IT Operations, reduce costs or increase levels of IT service;
• Involvement in the design and building of new IT services
• the design of the technical architecture and performance standards for IT services;
• specification of  the operational activities required to manage the IT Infrastructure on an ongoing basis;
• Involvement in operational or strategic projects as IT Service design, transition and continual Improvement;
• engineering IT services to meet the levels of service required by the business;
• assistance in assessing risk, identifying critical service and system dependencies and defining and implementing countermeasures;
• designing and performing tests for the functionality, performance and manageability of IT services;
• managing contracts with vendors of specific Configuration Items /CIs/;
• Incident Management – the provision of first, second- and higher-level support; involvement in maintaining categories and defining the escalation procedures that are executed in Incident Management;
• Problem Management – the provision of resources – technical expertise and knowledge – that is used to diagnose and resolve problems; relationship with the vendors that is used to escalate and follow up with vendors support teams.
• Change Management that relies on the technical knowledge and expertise  to evaluate and built changes;
• Configuration Items Release deployment;
• operationally maintaining of the Configuration Management system and its data;