Hagrid Solutions

a pragmatic approach to achieving IT best practice operations...

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15 April, 2019 by Hagrid Solutions

Support Services

Hagrid Solutions provides a simple, fast, support engagement model for customers.

The core elements of the process are;

  • Ticket Logging (Self Service or Email)
  • Escalation and Notification
  • Response and Resolution
  • Closure and Review

Nominated customer support personnel are defined in our support system and are able to create and monitor Incidents (and associated Problems) and Requests.

Service targets are applied to all tickets and Hagrid support personnel actively work to achieve those targets and to keep you informed at all times via updates to the logged support tickets.

Hagrid Support - Typical Incident Commitments
Hagrid Support - Typical Request Commitments
Hagrid Support - Process Flow

Filed Under: Services Tagged With: hagrid, incidents, priority, requests, service, services, solutions, support

22 February, 2019 by Hagrid Solutions

The Diplomat – Service Integration & Management (SIAM)

making the world of integrations, work better for people

We believe that the future of providing successful multi-sourced or outsourced services eco systems has to be focused on the outcomes and ensuring that these relationships work better for people, not in win/loose or loose/win behaviours and objectives.

The Diplomat - Downstream Effects
The Diplomat is taking on the challenge
Business Benefits

For more information...

Detailed slidepack including Customer Use Cases...

Contact us to arrange a discussion about your integration needs...

Filed Under: Products Tagged With: ATE, australia, automated, BMC, diplomat, exchange, hagrid, integration, management, Remedy, service, ServiceNow, SIAM, solutions, ticket

15 February, 2016 by Hagrid Solutions

Product Expertise

Bringing together disparate systems and the information they hold can be a daunting task.  The experience and past success of Hagrid allows you to take advantage of enabling such integrations.  

Hagrid offers expertise with many 3rd party products in the form of architecture, implementations and upgrades.

The following list provide a convenient overview of relevant processes, products and platforms Hagrid Solutions specialise in;

ITIL Processes/Functions

  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Knowledge Management
  • Asset Management
  • Configuration Management
  • CMDB
  • Service Level Management
  • Service Request Management

 

Products

  • ServiceNow
  • BMC Remedy
  • Micro Focus
  • Ivanti
  • HP
  • CA
  • Infoman
  • QSM
  • Tivoli
  • Microsoft MOM
  • Omegamon
  • ManageSoft ECM
  • Net-IQ
  • BMC Control-O
  • BMC Control-M
  • Xtraction

Other Products

  • Cloud Services
  • On-Premise
  • Security Services
  • Consulting

Platforms

  • Cloud
    • AWS
    • Azure
  • Mainframe
  • Wintel
  • Unix/Linux

DBMS

  • SQL Server
  • Oracle
  • Sybase
  • Ingress

Filed Under: Products, Services Tagged With: expertise, hagrid, product, solutions

15 February, 2016 by Hagrid Solutions

Service Management Assessment

Service Management Assessment (SMA): Assess your organisation's current IT Service Management capability/maturity.  SMA covers Process, Technology and People, providing an assessment of both the current capabilities to support existing business needs, and future business requirements. 

The scope of this assessment will include:

  • The ITIL Processes;
  • The Technology supporting Service Management processes currently deployed;
  • The Organisational culture and its capability to support an IT Service Management strategy.

The key deliverables of the assessment are:

  • Develop an IT Service Management Vision (identifies where you want to be) and Strategy (defines what needs to be in place in order to achieve the vision and when) relative to underpinning strategies and business objectives.
  • Develop an Implementation Roadmap (describes how to get there) that defines the work to be completed to achieve the IT Service Management vision.  This Roadmap is based on the business priorities and describes at a high level the process, technology and people initiatives needed, along with their sequences and interrelationships, to implement the organizations vision.
  • Define Service Improvement Initiatives: Outlines each of the tactical solutions defined in the IT Service Management roadmap. Covers items such as scope, objective, deliverables, timeframe and relationships to other initiatives.

Filed Under: Services Tagged With: assessment, hagrid, management, service, solutions

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