Methodology

COZENT ISO 20000 PROCESS STANDARDS

Intelligent I.T. organizations strive to learn how to better manage growing complexity in both their infrastructure and the processes required to manage the infrastructure. As infrastructure complexity increases, organizations benefit greatly from the adoption of a disciplined approach to creation and integration of IT Management processes.

Cozent adheres to the ISO 20000 Standards for IT Service Management. Our adoption of these standards helps to ensure process integration, consistency and repeatability of processes, reduces operating costs and facilitates regulatory compliance.

As a Managed Services Provider, Cozent has established a comprehensive, well-defined Service Delivery Management process which has enabled us to minimize Operational Exposure to risks, meet all our contractual obligations and requirements, and demonstrate Quality of Service (QoS).

Service Delivery Process

This process area addresses all tactical processes related to the services that Cozent delivers and the management, budgeting, information security, capacity, continuity and reporting aspects of the service delivery.

Resolution Process

This area addresses all processes which are related to the tracking of issues in Cozent customer’s environment, root cause analyses of those issues, the quick restoration of interrupted services and the removal of such errors in the future.

Control Process

This area addresses all matters related to changes in services and processes, including risk management and management of all items used to deliver services to Cozent’s customers.

Release Process

This area addresses all processes which are related to the release of changes to all software, hardware and other infrastructure components from customer’s development environment into customer’s test and production environments.

Relationship Process

This area addresses matters related to the alignment between Cozent and Cozent’s customers’ Internal IT organization and Business users.