9 COMPUTER SOFTWARE FOR MANAGING INFORMATION TECHNOLOGY INFRASTRUCTURE, NAMELY, HELP DESK FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS TO TRACK AND MANAGE USER SERVICE DISRUPTIONS, REQUESTS FOR SERVICE AND SERVICE RESTORATIONS DUE TO INFRASTRUCTURE OUTAGES, CHANGE MANAGEMENT FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS USED TO TRACK, APPROVE, MONITOR AND MANAGE CHANGES IMPLEMENTED WITHIN THE INFRASTRUCTURE; PROBLEM MANAGEMENT FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS TO INITIATE AND TRACK INVESTIGATIONS INTO COMPUTER PROBLEMS IN ORDER TO IDENTIFY ROOT CAUSES OF THE PROBLEMS, TO TRACK AND TO BRING RESOLUTION TO KNOWN COMPUTER ERRORS, AND TO PROVIDE A KNOWLEDGE BASE, RESTORATIONS AND/OR REQUESTS FOR COMPUTER SERVICE, TEMPLATES AND SCRIPTS TO ASSIST IN COMPUTER SERVICE RESTORATIONS AND/OR REQUESTS FOR COMPUTER SERVICE, ASSET/CONFIGURATION MANAGEMENT FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS USED TO MONITOR AND TRACK INVENTORY OF COMPUTER HARDWARE, COMPUTER SOFTWARE AND NETWORK COMMUNICATIONS AND PROCEDURES, TO DEFINE ATTRIBUTES OF AND RELATIONSHIPS BETWEEN SUCH HARDWARE, SOFTWARE, NETWORK COMMUNICATIONS AND PROCEDURES WITHIN THE INFORMATION TECHNOLOGY INFRASTRUCTURE, AND TO DETAIL THE CONTRACTUAL AND FINANCIAL INFORMATION PERTAINING TO THE INFORMATION TECHNOLOGY INFRASTRUCTURE; SERVICE LEVEL MANAGEMENT FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS USED TO DOCUMENT SERVICE LEVEL AGREEMENTS, NAMELY, WRITTEN AGREEMENTS BETWEEN SERVICE PROVIDERS AND CUSTOMERS WHICH DOCUMENT AGREED SERVICE LEVELS FOR A SERVICE, AND TO TAKE APPROPRIATE ACTIONS TO BE EXECUTED TO MAINTAIN, JUSTIFY, MEASURE AND MONITOR THOSE SERVICE LEVELS WITH RESPECT TO SERVICE LEVEL AGREEMENTS AND OPERATIONAL LEVEL AGREEMENTS BETWEEN INFORMATION TECHNOLOGY SERVICE PROVIDERS AND USERS, AND BETWEEN INFORMATION TECHNOLOGY SUPPORT GROUPS, AND; CONTACT MANAGEMENT FUNCTIONS PROVIDING A SET OF FORMS AND FUNCTIONS USED TO DEFINE AND TRACK ORGANIZATION AND SUPPORT STRUCTURES, NAMELY, LOGICAL GROUPINGS OF PEOPLE BROKEN DOWN INTO DISCRETE OPERATIONAL GROUPS AND EMPLOYMENT POSITIONS TO ENABLE IDENTIFICATION OF BUSINESS OPERATIONAL AREAS, GEOGRAPHICAL SITES AND LOCATIONS OF INFORMATION TECHNOLOGY INFRASTRUCTURE AND PEOPLE, THEIR ATTRIBUTES, ASSOCIATIONS AND ROLES WITHIN THE ORGANIZATION AND WITHIN THE INFORMATION TECHNOLOGY INFRASTRUCTURE
Trademark: 76022036
