reliability service level acceptance testing brinell scale licensing skype planning service desk operations videoconferencing shift scheduling integration project coordination software deployment application lifecycle management technical service delivery stakeholder analysis deployment project scheduling user assistance lifecycle management information technology governance installation service management project management network management team leadership customer relationship management system migration operational-level agreement service delivery infrastructure management leadership timelines relationship management multimedia electronics workstations functional requirement consulting service-level agreement standard operating procedure mobile device management active directory system integration testing computer hardware troubleshooting technical support