People
Through Finite States's unique HR practices we enhance the overall quality of our workforce by promoting a climate of continuous learning and professional growth. Our goal is to sustain employee performance at a level, which meets or exceeds our clients' expectations.

We enable our employees to keep abreast of changes in their fields and encourage continuous learning by making our employees competitive for employment opportunities within the company's business divisions like managed services, professional services and customer support. Our technical and practice specialists are cross-skilled and come from the world's best technical and management institutes and undergo client orientation programs before starting on any project. This includes culture orientation, customer handling skills and other soft skills training.

Our delivery organization is structured into 2 functions. The Support function includes the service desk agents, the support engineers, networks specialists, server and OS specialists, database administrators, web server administrators and security specialists. The Service Level Management function includes Program Managers, Shift Managers, Practices Consultants and Technical Managers.

Processes
Service Desk Process
As a single point of contact, the Service Desk extends the range of services and offers a more global-focused approach, allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and Questions, but also provides an interface for other activities such as Customer Change Requests, Maintenance Contracts, Service Level Management, Configuration Management and IT Service Continuity Management.

Incident Management
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal Service Operation' is defined here as service operation within Service Level Agreement (SLA) limits.

Problem Management
The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The Problem Management process has both reactive and proactive aspects.

Change Management
Changes arise as a result of Problems, but many changes can come from proactively seeking business benefits such as reducing costs or improving services. The goal of the Change Management Process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the
day-to-day operations of the organization.

Configuration Management
Businesses require quality IT services provided economically. To be efficient and effective, all organizations need to control their IT infrastructure and services. Configuration Management provides a al model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items in existence.

Release Management
Release Management undertakes the planning, design, build, configuration and testing of hardware and software to create a set of Release components for a live environment. Activities also cover the planning, preparation and scheduling of a Release to many customers and locations.