In simple terms, Information Technology Service Management is a different approach to managing technology, where the focus is on the continuity of services provided by the IT Infrastructure to the business units.

In a classic example, rather than repairing a broken computer, we make sure we have a replacement at hand that we can deploy immediately so that the user does not have to wait. The repaired computer then becomes the spare waiting for another incident.

It is difficult to give a number, when every business is different. The price of providing IT Service Management should encompass all the involved aspects, and allow the business to choose the budget it feels comfortable to pay. In order to secure the services of our IT Service Management team, the best approach is to be on a monthly subscription, on a contract period of at least one year. All our plans have an "all-you-can-eat" structure, with significant discounts for terms longer than one year.

The reason for this is to ensure that we can allocate a dedicated team that will know your IT infrastructure perfectly and they will be able to enable all the ITSM policies and processes that will keep your IT infrastructure and business safe and working well. It is literally like having your own IT team that happens to be shared with other businesses.

Ad-hoc or non-committed IT Support teams focus mostly on technology, not the business outcomes from using IT. With the ITSM approach, the IT team primary concern is to keep services running and eliminate issues as fast as possible to restore access for users and business units.

This means the performance of your entire IT infrastructure is in line with the business needs, and employees don't waste time waiting or trying to fix IT incidents themselves. Obviously, this leads to higher productivity in a world where everything runs on some form of computational infrastructure.

Yes. Part of our "Five Pillars of IT" concept is that security is yet another service any IT infrastructure should provide to the business. The difference is we don't rely on a simple anti-virus or firewall. For us, IT Security is about Pople, Policies, Procedures, Protection and Prevention.

In this context, there is a multitude of tools and methods we use, from training sessions with the users to deploying highly sophisticated spam filtering services.

Not only do we cover BC and DR, but the scenarios we apply are a far cry from a simple backup of your servers on a hard disk. We work with all our customers to understand how any downtime affects business units, and we plan to alleviate such situations.

As a perfect example, the COVID-19 pandemic did not affect our customers from a technology perspective. All our ITSM clients could work from home within 48 hours of the outbreak that locked down the national economy, and most of them did not need to spend extra budget to enable the features required.