Operational Support Services

Skyworth TTG Operational Support Services offers best-in-class Identity Access Management (IAM) support which allows your firm to confidently outsource your IT Support Services to Skyworth TTG.

Information Technology Infrastructure Library

Skyworth TTG Operational Support Services use the ITIL framework at its core.

• Incident Management
• Problem Management
• Change Management

Service Level Agreements

Skyworth TTG maintains SLA with all of their Support Services customers. An SLA is a formal, documented agreement between Skyworth TTG and each Support Services customer by which Skyworth TTG support services is measured. Each customer's SLA is part of their Skyworth TTG Support Services contract and is legal and binding.

The SLA ensures that Skyworth TTG Support Services live up to the customer's expected response time for:

• Incident Management by Priority (1, 2, or 3)
• Problem Management
• Change Management

The Skyworth TTG SLA metrics template and the corresponding monthly report template are described below. These templates will be client specific and are customized by the Skyworth TTG Service Delivery Leader in that region. The customized SLA (legal document not shown here), SLA metrics template, and SLA monthly report template will then be included in the Support Services contract per each customer.

Metrics Template

The purpose of the SLA metrics template is to document the service level performance metrics which Skyworth TTG Support Services will be measured against. The SLA metrics template below is customized per each customer and reflects what is actually defined in the SLA for levels of service for incident management response times, and change management response times. Metrics are provided for:

• Expected Service Level
• Minimum Service Level

Monthly Report Template

The purpose of the SLA monthly report template is to provide on a monthly basis the measured actual service level for incident and change management as well as the average service level year-to-date. Also shown in the monthly SLA report per each customer is the expected and minimum service levels as defined in the SLA metrics document. Skyworth TTG's Support Services ticket system automatically measures the actual and average service levels per each customer. Each customer's SLA monthly report is automatically created by the Skyworth TTG ticket system as well.

Technology Expertise

Skyworth TTG Support staff are subject matter experts in Identity & Access management, Service Oriented Architecture implementation, and Security/Risk Management. For more information on products and solutions Skyworth TTG specializes in:

View the list of COTS software and technologies that we specialize in.

Operational Support Service Options

Skyworth TTG Operational Support Services offers various options for customers to choose from to suit their Operational Support needs. Each Operational Support Solution is customized per the customer's requirements so you get exactly what you need.

Contact Skyworth TTG for more information about Operational Support Offerings and pricing