ETCO INDIA - IT GOVERNANCE AND SERVICE MANAGEMENT CONSULTANCY

ETCO INDIA offers Management Consultancy Services of Global Best Practices in IT Governance
Management and IT Services Management. ETCO India has certified ITIL, BS ISO/IEC 20000-1:2005
and COBIT professionals in the group with a vast experience of implementing and managing these
practices in the past assignments. ITIL presents best practices on IT Service Management
Framework and COBIT presents best practices in IT Governance Management and its alignment
with the overall Business Governance of an organization. Our Management consultants have
served Large Indian and Multinational organizations at Leadership Positions of Information
Technology in their past assignments. As an outcome of the vast Knowledge and Experience of
ETCO INDIA IT Management Professionals, the organization hereby offers world class consulting
services in Deployment and Management of the following:

ITIL Service Support is focused on day to day management of organization services that include
Technology (IT, Telecom, or otherwise), Building Administration, Human Resources Management
Services (HRMS), Marketing Services, Finance Services, Back Office Services, etc.
The Service Support includes five management functions and a Customer Interface Desk:

(a) Service Desk: Interface with Customers and all backend Service Management Functions.
(b) Incident Management: A set of processes supporting fastest possible resolutions of
interruptions to Business As Usual (BAU).
(c) Problem Management: A set of processes supporting permanent resolution of recurring
incidents by root cause analysis.
(d) Change Management: A set of processes supporting all organizational changes are managed
with minimal impact to BAU.
(e) Release Management: A set of processes supporting flawless releases into the running BAU
environment.
(f) Configuration Management: A set of processes supporting proper documentation of BAU
environment configurations and recording all actions/changes during the incident, problem,
change and release management steps.

ITIL Service Delivery is focused on Strategic Management of organization services that include
Technology (IT, Telecom, or otherwise), Building Administration, Human Resources Management
Services (HRMS), Marketing Services, Finance Services, Back Office Services, etc.
The Service Delivery includes five management functions:

(a) Service Level Management: A set of processes supporting the Quality of Service by virtue of
Service Level Agreements with Business Users and Service Catalogues.
(b) Availability Management: A set of processes supporting the availability of components
contributing to a service.
(c) Capacity Management: A set of processes supporting the capacity of components contributing
to a service.
(d) Financial Management: A set of processes supporting the budgeting, expense, charging and
Return on Investment management of the services.
(e) Service Continuity Management: A set of processes supporting Disaster Recovery and Business
Continuity.

COBIT (Control Objectives for Information and related Technology): The COBIT framework is
designed to present controls that are applicable to:

(a) Management - for risk & control investment balance
(b) IT Users for getting assurance of security & controls of IT services
(c) Auditors for advising management on the overall system of internal controls.

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