Monitor IT Servers and Systems

• Assessment of system data, error and reports;
• Determine areas for improvement and repair;
• Determine systems and servers are due for upgrades;

Direct IT Technicians / Subcontractors

• Directing activities of IT technicians / Subcontractors;
• Assessment of current department needs/inquiries;
• Development of technician schedules;

Development Department Policies

• Developing IT policies and procedures to ensure effectiveness and reliability;
• Developing Service Level Agreements (SLAs);
• Developing Operation Level Agreements (OLAs);
• Developing guides for users and technicians;

Resolve Help Desk Escalations

• If IT technicians/subcontractors are unable to resolve a user’s issue, the ITOM will assess the situation and devise a solution to a problem;

Negotiate Vendor Contracts

• Negotiating ...