FORFIRM provides services based on global best practices in according to SLA required, guaranteeing the requirements of high quality and secure standard and executing the services based on certified ITIL V.4 processes.
We therefore deal with the management, census, categorisation and resolution of any event, problem or incident that emerge, through defined and a priori processes and rules.
At the same time we offer an analysis service of the best technical solution for the needs of each customer, at the best market price guaranteed by our dense network of contacts with the best HW & SW distributors.
FORFIRM deals with the interception of the service request, defining processes and tools for managing the request, categorising and recording it in the appropriate logs and monitoring the process status so as to promptly intervene in the event of a violation of service levels
Thanks to event management, FORFIRM will be able to intercept events through a special set up of the mechanism of event generation, which will be filtered and categorised according to predefined parameters, allowing an answer to be defined applying to the single event. Finally, we will check that each event has been correctly handled and closed
We define processes and tools to ensure correct management of incidents, to subsequently classify and record the incidents by assigning a degree of resolution priority, and to understand whether the incident needs immediate resolution (subdivision into levels)
We will proactively identify problems that have emerged, categorising according to the type and priority of intervention. We will carry out an analysis aimed at diagnosing the problem and solving it, before practically intervening in the evasion of the problem
FORFIRM will advise on the best technical solutions in the market and assume full responsibility for their performance. We supervise the procurement, implementation and maintenance of the solution independently, guaranteeing the best technical and quality standards at a market-leading price thanks to our extensive network of partnerships with leading distributors in the SW and HW fields
The digital market is no longer a secondary channel - in most sectors, it is the primary. Not having a high-quality online presence can damage client business in terms of both sales and exposure to risk.
Using predictive instruments to anticipate performance issues is key to avoid irreversible damages.
IT evolution has led to cyber war on a global level: it is no longer single hackers who attack computer systems, but entire organisations that, through a platoon of hackers, strategically attack specific companies or even governments.
These attacks use sophisticated social hacking techniques able to penetrate the core of the company using employee equipment as a Trojan to steal voice data and images.
Each modern organisation needs to defend their intellectual property, ideally with the set-up of both a defence line and a preventive attacker line.
Request Fulfilment Support: provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Service Requests.
Request Logging and Categorisation: record and categorise the Service Request with appropriate diligence and check the requester's authorisation to submit the request, in order to facilitate a swift and effective processing.
Request Model Execution: process a Service Request within the agreed time schedule.
Request Monitoring and Escalation: continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.
Request Closure and Evaluation: submit the Request Record to a final quality control before it is closed.
The aim is to make sure that the Service Request is actually processed and that all information required to describe the request's life-cycle is supplied in sufficient detail. In addition to this, findings from the processing of the request are to be recorded for future use.
Maintenance of Event Monitoring Mechanisms and Rules: set up and maintain the mechanisms for generating meaningful Events and effective rules for their filtering and correlation
Event Filtering and 1st Level Correlation: filter out Events which are merely informational and can be ignored, and to communicate any warning and exception events
2nd Level Correlation and Response Selection: interpret the meaning of an Event and select a suitable response if required
Event Review and Closure: review if Events have been handled appropriately and may be closed. This process also makes sure that Event logs are analysed, in order to identify trends or patterns which suggest corrective action must be taken.
Management Support: Incident Management Support aims to provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Incidents.
Incident Logging and Categorisation: record and prioritise the Incident with appropriate diligence, in order to facilitate a swift and effective resolution. Immediate Incident Resolution by 1st Level Support: solve an Incident (service interruption) within the agreed time schedule. The aim is the fast recovery of the IT service, where necessary with the aid of a Workaround. As soon as it becomes clear that 1st Level Support is not able to resolve the Incident itself or when target times for 1st level resolution are exceeded, the Incident is transferred to a suitable group within 2nd Level Support.
Incident Resolution by 2nd Level Support: solve an Incident (service interruption) within the agreed time schedule. The aim is the fast recovery of the service, where necessary by means of a Workaround. If required, specialist support groups or third-party suppliers (3rd Level Support) are involved. If the correction of the root cause is not possible, a Problem Record is created and the error-correction transferred to Problem Management.
Handling of Major Incidents: resolve a Major Incident. Major Incidents cause serious interruptions of business activities and must be resolved with greater urgency. The aim is the fast recovery of the service, where necessary by means of a Workaround. If required, specialist support groups or third-party suppliers (3rd Level Support) are involved. If the correction of the root cause is not possible, a Problem Record is created and the error-correction transferred to Problem Management.
Incident Monitoring and Escalation: To continuously monitor the processing status of outstanding Incidents, so that countermeasures may be introduced as soon as possible if service levels are likely to be breached.
Incident Closure and Evaluation: submit the Incident Record to a final quality control before it is closed. The aim is to make sure that the Incident is actually resolved and that all information required to describe the Incident's life cycle is supplied in sufficient detail. In addition to this, findings from the resolution of the Incident are to be recorded for future use.
Pro-Active User Information: Process Objective: To inform users of service failures as soon as these are known to the Service Desk, so that users are able to adjust themselves to interruptions. Proactive user information also aims to reduce the number of inquiries by users. This process is also responsible for distributing other information to users, e.g. security alerts.
Incident Management Reporting: incident Management Reporting aims to supply Incident-related information to the other Service Management processes, and to ensure that that improvement potentials are derived from past Incidents.
Proactive Problem Identification: improve overall availability of services by proactively identifying Problems. Proactive Problem Management aims to identify and solve Problems and/or provide suitable Workarounds before (further) Incidents reoccur
Problem Categorisation and Prioritisation: record and prioritise the Problem with appropriate diligence, in order to facilitate a swift and effective resolution
Problem Diagnosis and Resolution: identify the underlying root cause of a Problem and initiate the most appropriate and economical Problem solution. If possible, a temporary Workaround is supplied.
Problem and Error Control: constantly monitor outstanding Problems with regards to their processing status, so that where necessary corrective measures may be introduced. Problem Closure and Evaluation: ensure that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated. Major Problem Review: review the resolution of a Problem in order to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated. Problem Management Reporting: Problem Management Reporting aims to ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds
FORFIRM will advise on the best technical solutions on the market and assume full responsibility for their performance. We supervise the procurement, implementation and maintenance of the solution independently, guaranteeing the best technical and quality standards at a market-leading price, thanks to our extensive network of partnerships with leading distributors in the SW & HW fields.
Product sourcing services provide high-quality services at low total cost. Since there is no singular approach for all organisations, it is imperative to determine a customised strategy for each organisation.
A coalition between a global delivery network and supply-chain professionals to help supplier management in lower-cost countries offers a dependable procurement service provider.
Most services provide strategic first-class know-how and excellence in operation, as well as cutting-edge online purchasing solutions. Selecting an efficient service transmutes to a smart business decision for driving growth and profit for your firm in a demanding business environment.