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At the heart of Tenzing's service model is a commitment to ITIL (IT Infrastructure Library) best-practices. ITIL is rapidly becoming the global standard for IT Service Management (ITSM) among large and medium-sized enterprises. Tenzing has adopted ITIL in recognition that its concepts and policies provide common ground when working with many customers and their internal IT departments. Those enterprises with strong ITIL practices already in place will be able to integrate Tenzing's services seamlessly into the normal flow of their operations.

Even more importantly, ITIL helps address the highest risk factor related to ITSM: human error. No amount of investment in IT infrastructure can overcome this single largest cause of downtime. To manage business-critical applications successfully requires the discipline provided by a comprehensive set of proven ITSM best-practices. ITIL certification is a requirement for technical staff and Tenzing's operational structure and tools are designed to support the ITIL activities outlined below.

Key Business Benefits:
  • ITIL best practices provides a comprehensive and proven framework for the delivery of enterprise-class IT services
  • Drives value and mitigates risk by continually aligning customer business requirements with Tenzing's services
  • Allows Tenzing's services to integrate seamlessly with an internal IT department where ITIL workflows have been adopted

Tenzing's ITSM Services

ITIL Service Delivery

Designed to ensure the service provider is delivering services as agreed and in support of the enterprise's actual business requirements. Tenzing's service delivery model includes the following sub-set of ITIL's five Service Delivery disciplines:

  • Service Level Management
  • Availability Management
  • Capacity Management
  • Continuity Management

ITIL Service Support

ITIL Service Support is about the fundamental disciplines of delivering consistent and quality ITSM. Tenzing's service support model includes all six of ITIL's Service Support disciplines:

  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management

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