Service Management

Service Management is the foundation on which we deliver information technology. Service Management focuses on providing value to our customer and also on the customer relationship. Service Management is also not restricted to one portfolio of our clients infrastructure or to one vendor The key is to deploy standard framework across the environment.


Incident Management:

In the Service Management world, an "incident" is any event that causes an unexpected interruption or reduction in a service. The goal of Incident Management is the restoration of normal operations as quickly as possible with as little disruption for clients as possible. Incident Management applies to everything from handling a single trouble ticket to an entire service outage. At Marvel we provide 24X7X365 support and monitor the IT infrastructure using enterprise monitoring tools and proactively monitor critical systems/applications and thereby ensuring maximum uptime for our clients IT infrastructure

Service Management

Problem Management:

Problem Management team is essential to understand the root cause of service issues and provide a solution to eliminate repetative incidents.

At Marvel our problem Management team takes a three step approach for achieveing excellence in this space.

  1. Analysis:
    Provide root cause analysis for all critical issues within an agreed timeline. Follow the industry best practices (5 why Technique etc) to get to the root cause of the issue. Also identify all conributing factors to the critical incident that needs to be fixed.
  2. Drive Corrective Action:
    This is the key differetiatior from our problem management team where we take ownership of the RCA end to end and drive all corrective actions to closure. This is done in a systemic manner by maintaining the corrective actions and supporting mitigating evidence on every RCA.

Change Management:

The overall goal of Change Management within the IT Division is to align changes to the business and academic environment thus minimizing impact and reducing the risk of unintended service disruptions.

The objective of the Change Management is to ensure that standard methods and procedures are used, such that change can be dealt with quickly, with the lowest possible impact on service quality.

At Marvel we ensure that the Change Advisory Board is supported by SME's to review all changes in the environment and thereby reducing any chance of failure. We also deploy checklists which helps system administrators execute changes flawlessly.


Security/Risk Management:

Risk management is the process of identifying vulnerabilities and threats to the information resources used by an organization in achieving business objectives, and deciding what countermeasures, if any, to take in reducing risk to an acceptable level, based on the value of the information resource to the organization.

At marvel we emphasize on risk evaluation and recommended the right countermeasure and track its deployment. In case of a situation where our client is not in a position mitigate a risk we partner with them to reduce the impact of the risk until the recommended solution is not implemented.


Business Recovery Management (communication during business disruptions outages):

Business recovery Management teams at Marvel are responsible for Proactive notifications to be sent to customers during the outages & also after the outage, depending upon the nature of the problem. Intermittent notifications on the status of the incident are sent & a final one after resolution of the issue. Our BRM's drive the technical and customer bridge to ensure all resolver groups are engaged to fix the outage and reduce the service interruption.


SLA Management (reporting):

SLA Management team provides regular updates on the service quality of the respective delivery organization. Our team maintains current and historical data for every SLA and provides incident level analysis on every SLA miss.