Manage

In the Manage function Dimension Data provides a set of ITIL aligned service elements to improve the quality of service in client environments. These services that focus on obtaining the optimal potential of the current infrastructure are divided into two categories. Service Support is the day-to-day operation and support, whilst Service Delivery is the long term planning and improvement of technology environments.

Service Support

• Problem Management is the minimisation of the impact of infrastructure errors.  Clients have greater infrastructure availability as a result of pro-active resolution of root cause problems through access to Dimension Data’s known error information & reporting
  
  
• Change Management is the control of infrastructure changes to minimise service disruption, limiting the impact of change results in optimal service delivery. To enhance and preserve stability and security of the client’s IT infrastructure, Dimension Data to takes ownership of change recommendations, approvals, deployments and testing. 
  
  
• Configuration Management is the control of all components of the IT infrastructure used in the delivery of services.  Recommendation reporting enables clients to gain optimal business benefit from technology.
  
  
• Release Management is the administration of new software rollouts and hardware releases.  Clients extract maximum benefit from infrastructure through the limitation of release related impact on system uptime.

Service Delivery

• Availability Management is the process of meeting and exceeding service availability goals.  To achieve the set business requirements all devices have to be fully functional, to this effect Dimension Data executes additional proactive monitoring processes.
  
  
• Capacity Management is the optimisation of technology resources within contracted service levels.  The capacity of devices and systems are monitored against predefined thresholds and results analysed to identify areas of concern.  Dimension Data raises alerts when an in-depth investigation is vital.  
  
  
• Third Party Management is when Dimension Data undertakes to engage with partners and vendors to achieve contracted service levels. Clients have a single point of contact for all issues from start to finish. 
  
  
• IT Service Continuity Management includes disaster recovery processes to make sure Dimension Data achieves and exceeds contracted service levels after service interruptions.