ITSM Services

RCG enhances and optimizes your capabilities without interrupting your operations. Our staff is ITIL v4- trained and designs, plans, implements, operates, and manages the entire lifecycle of IT services in a customer-focused environment. We embrace industry-standard best practices such as ITIL, CMMI 3, and ISO 20000 which we implement across your enterprise. We align IT processes and services with your objectives, to add value and cost-saving efficiencies for your benefit.

Our ITSM support services include:

Service Desk:

• Provides Single Point of Contact (SPOC) framework
• Provides interface for other activities, i.e., change requests, maintenance, and licensing
• Tier 0-4 Service Desk management and support services
• End-user device management, i.e. desktops, mobile devices, etc.
• Incident, problem management, root cause analysis
• Desktop, server, multifunction, and application management support
• Server and end-user baseline management, standardization, and patch management

Configuration and Change Management
Service Catalog including Service Level Agreements (SLA)
Asset Management

• Logistic support and Inventory management
• S/W release management

Knowledge Management
Customer Education and Training
Continuous Improvement: Technology, processes/procedures, and Key parameters

• Technology management- Injecting new technologies with emphasis on automating processes
• Communication and Collaboration and maintaining a knowledge base
• Enhancing customer experience
• Technology Assessment and Evaluation: Remote access, Load balancing, patch management, configuration management, Mobile Device management, and many others
• Developing, documenting and maintaining Standard Operating Procedures (SOPs), user manuals and other documentation as required

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