IT Service Management

/IT Service Management
IT Service Management 2018-06-13T13:22:07-07:00

Concero’s IT Service Management (ITSM) framework is based-on industry-standard ITIL best-practices. This framework outlines a process of continual service improvement around the IT life cycle guided by your service strategy.

To support this IT life cycle, Concero’s Operations Team aligned with into the three key areas of responsibility: 

Service Design Team

Our Service Design Team is responsible for ensuring our cloud hosting solutions deliver excellent value while supporting the most demanding availability, performance, and security requirements. This process begins with our Chief Technology Officer, System Architects, and System Engineers who continually improve our service portfolio and ensure that our Transition and Operations Services Teams have the resources and tools necessary to deliver those solutions. This process is refined by our Solutions Engineers who translate your customer-specific business and technical requirements into custom hosting solutions leverage our service portfolio.

Service Design:​

  • Service Level Management
  • ​Capacity Management
  • Availability Management
  • Continuity Management
  • Security Management
  • Vendor Management


Service Transition Team

Our Service Transition Team is responsible for all new cloud deployments, migrations, and for making sure any significant changes are carried out in a controlled manner to eliminate unnecessary service disruptions. Technical Account Managers (TAMs) are an important part of our Service Transition Team. We assign a TAM to every customer to plan and coordinate support activities, manage overall customer satisfaction, and be a single point of escalation. Equally important to the Service Transition Team is our Change Advisory Board (CAB). Led by a Change Manager, CAB owns the day-to-day operation of our change management processes.

Service Transition:

  • Deployment Management
  • ​Configuration Management
  • ​Change Management
  • Service & Testing Validation
  • Knowledge Management
  • ​​Release Management

Service Operations Team

Our Service Operations Team is responsible for fulfilling user requests, resolving service failures, fixing problems, and carrying out operational tasks. It is the first point of escalation for any request or incident and is on duty 24x7x365. The Service Operations Team is made up of technical support Specialists, Windows and Linux System Administrators, and Application Support Specialists. Application Support Specialists provide expert support around specific development frameworks (e.g. .NET and PHP), application frameworks (e.g. WordPress, Drupal, SharePoint), and databases (e.g. Oracle, MSSQL, MySQL). ​​​

Service Operations:

  • Incident Management
  • Request Management
  • Problem Management
  • Access Management