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Service Operations Management  
Value from Information Technology is not realized until the technology is actually in production.  It is at this critical juncture that all of the planning come to fruition and the organization is able to truly deliver a product or services.  The Baix Service Operations Management practice focuses on both the "release-to-production" activities as well as those processes used to operate a service once it is in production.  

There are two primary goals in the Baix Service Operations Management offering.  First, to help our customers define processes where they do not exist and to improve and integrate those that do exist based on industry best practices and standards.  We also help our customers to find ways to improve efficiency in the overall operations process.  Efficiency is accomplished in a variety of ways including assisting with the standardization and optimization of operations management process as well as ensuring that the processes deliver, but do not over-deliver, on the SLA required by the business.  

Focusing on Service Operations Management improves the overall quality of service delivered to your business partners and reduces costs through optimization and standardization.   
Service "Release-to-Production" Processes  
A "Release-to-Production" (RTP) process includes all of the elements necessary to ensure that the Operations team is prepared to manage the new installation in production and that all of the information produced during the "Pre-Production" processes have been captured in the standards and systems of the environment.  A robust RTP is critical to the success of all implementation work and sets the foundation for a smooth operational experience as well as an increased partnership between your technical architects, engineers and operations staff.    Failure to pay attention to RTP leads to implementations that are "tossed over the wall" or "dump-and-runs" causing stress to the operations team and impacting quality and ultimately cost.  

Baix uses a standard methodology for our Release-to-Production practice which can be customized to your individual environment.  It includes, but is not limited to, the following major elements:
  Change Management 
  Configuration and Asset Management                                     
  Knowledge Management                                     
  Release/Deployment Management                                     
Service Production Processes
The team at Baix has operated some of the largest infrastructures in North America and have a deep expertise in the elements of Service Operations.  Our processes are informed by a variety of industry standards and best practices which are, as with all of our offerings, customized to meet the individual needs of each customer.   The processes list below are a summary of the key areas on which we can bring focus.  
Event Management  
The objective of Event Management is to detect, analyze and then take appropriate action in relation to events, as well as communicate event information as required.  
Incident Management  
An incident is defined as an unplanned interruption of an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted a service is also an incident.  The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.  Normal service operation is defined as operation within SLA limits.
Request Fulfillment   
the objective of request fulfillment is to provide a channel for requests of standard services, to supply information about standard service and how to request them and to source and deliver components of requested services.  Service requests should be recorded, tracked and managed according to agreed-upon targets. 
Problem Management  
Problems are identified as an unknown cause of one of more incidents.  The goal of problem management is to prevent problems and recurring incidents and to minimize the impact of incidents that cannot be prevented by providing knowledge of workaround solutions.
Access Management   
Access Management provides the rights for user to access services, executing policies defined in Availability and Information Security management.
Service Desk  
The Service Desk provides a central location for all requests including incident, problem and standard services.
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