Process Management

Process Management

IT Lab adheres to ITIL – Information Technology Infrastructure Library. This means that every ticket raised with our service desk is managed to strict, recognised standards. The focus is on you – the end user, to ensure your needs are met.

Incident Management

IT Lab’s structured approach to prioritising, diagnosing and resolving technical faults facilitates an optimal user experience. The first priority of Incident Management is the rapid restoration of service. The second is learning, so that knowledge of the incident is analysed and recorded to resolve it faster in future, or identify opportunities to avoid a recurrence.

As we develop deep insights of your infrastructure, trends and patterns will become apparent. We seek to reduce ticket numbers, aiding efficiencies in your business and supporting the productivity of your employees.

Problem Management

Following certain incidents, our experienced team create problem tickets to perform root-cause analysis. This belt and braces approach ensures that the original incident or fault is fully resolved at source, preventing its repetition or impact across other business clients.

Change Management

As a managed service client, we will plan and implement changes to your infrastructure meticulously. A change is any modification to your business assets: hardware, software or documentation.

Changes are managed in the context of:

• Optimising risk exposure – supporting the risk profile required by your business;
• Minimising the severity of any impact and disruption;
• Ensuring that your stakeholders receive appropriate and timely communication about the change, focusing on right-first-time. 

Escalation Management

IT Lab’s accredited engineers assess the nature of support tickets and prioritise accordingly. Depending on the impact to your business, we deploy a rapid escalation process to route your ticket appropriately and within strict timescales. 

Knowledge Management

IT Lab’s Service Desk, by its nature, is highly reactive. Through supporting our clients and identifying spikes and tendencies, we also seek to be proactive. This means learning from incidents so that knowledge of the faults is stored to resolve them more speedily in future, or identify opportunities to prevent a repeat.