All of the BSG managed services offerings are underpinned by BSG’s Service Delivery Management Foundations, a collection of industry leading practices, processes and accreditations. This approach ensures that the technology deployed by our customers is viewed as an investment, and not a liability.
Security
BSG is one of the few companies operating in its marketplace to hold the ISO27001 (previously BS7799), Information Security Management System (ISMS) certification for the provision of managed IT services. This is the most widely recognised security standard accreditation in the world and guarantees that optimum security is embedded within all BSG managed service offerings.
ISO27001 comprises 10 detailed control disciplines: information security policy, security organisation, asset classification controls, personnel security, physical security, communication management, access controls, system deployment, continuity planning and compliance. These disciplines demonstrate BSG’s commitment to delivering the highest quality managed services to customers.
Incident Management
If IT is to be an asset to your business, it’s essential that it’s underpinned by strong processes and procedures, clear and focussed reporting and unambiguous traceability.
The key to achieving this is a well managed service desk. Operated effectively, a service desk can:
- Reduce costs
- Increase productivity
- Increase effectiveness
BSG’s ITIL compliant managed service desk can be structured as a simple call-logging facility, a technical second tier escalation facility or any combination in between (as with all our offerings, you choose the combination that suits). BSG’s support centre actively manages all work generated by our customers and technical staff alike.
The managed service desk can be purchased on a stand alone basis but it also comes as part of the package with all other BSG managed service offerings.
Online Service Portal
From an information consolidation perspective BSG provides all clients access to our customer portal extranet, which contains all service related documentation, as well as minutes from meetings and any other joint information published throughout the lifecycle of the BSG – client engagement. This information can be accessed by all approved resources, with secure access. Throughout the various phases of the process, (pre-sales, discovery, transition and operation) BSG envisage consistency within the BSG account and technical teams.
The portal can also be used by clients for call logging and tracking, change management requests, and service reporting.
Problem Management
Problem Management is managed using the same ITIL based approach as Incident Management. Where Problems are identified, initial workarounds will be implemented and then full Root Cause Analysis undertaken under the stewardship of the Head of Managed Services Operations. On identification of the root cause of the problem, suggested changes will be identified and tested prior to be submitted to the Change Control Process.
Change Management
The BSG Change Management process is ITIL compliant and used for all changes within BSG’s Managed Services environment. The processes have been created in order to:
- Ensure all changes are documented and obtain formal approval
- Ensure all changes go through a thorough risk assessment, and that we have associated documentation to cover change description, impact, risk mitigation, test plans (before and after change execution), and back-out plans
- Approve change at the most appropriate levels based on risk
Configuration Management
BSG operate a structured Configuration Management Database (CMDB) system within the BMC Service Desk Express (Magic) Service Desk system. A dedicated CMDB Administrator is employed to ensure that this environment is an accurate reflection of client environments. The Change Management process triggers any necessary updates to the CMDB which is accessible by all members of the BSG Managed Services Operations Team.
Release Management
The BSG Release Management process is fully ITIL Compliant and is an extension of the Change Management Process covered above. All releases, once completed, are recorded within the BSG CMDB that is stored within the BSG BMC Service Desk Express (Magic) system.
ITIL
ITIL (IT Infrastructure Library) is a widely accepted, government approved approach to IT Service Management. ITIL provides a cohesive set of best practice guidelines and is supported by a comprehensive qualification scheme as well as implementation and assessment tools. BSG's processes are all ITIL compliant and, where necessary, employees are ITIL accredited. This ensures that BSG’s clients are guaranteed full compliance with industry best practice, negating the need to train staff, employ new systems or adopt new processes.
Accreditations and Quality Control
All BSG’s client projects are managed via rigorous quality standards and BSG has several industry leading ISO accreditations for quality control, risk management and security. These certifications and accreditations form the framework for all work undertaken by BSG and full details are available at: http://www.bsg.co.uk/Page.aspx?id=444.