TRAINING for Strategy > IT Service Management System

IT Service Management System

Due to the growing complexity in IT environment immediate stand-alone help desks are no longer sufficient. IT organizations need integrated service management processes. The philosophy of service management ensures client oriented service design and deployment. This process includes technology as an interrelated component of the services provided by IT to the business. Business objectives, service level objectives and technology infrastructure play critical roles in any ITSM paradigm. ITSM is generally concerned with the operational concerns of information technology management and not with technology development. ITSM can be seen as analogous to an enterprise resource planning discipline for IT. IT Service Management is frequently cited as a primary enabler of Information management objectives.

As technology advances and the business environment continues to evolve, a key challenge facing IT software and service providers is identifying critical skill sets. The challenge is compounded as a result of the continuing growth of outsourcing and the increasing demand for technology solutions. Due to outsourcing and the development of the increasing modularization of IT-services there is a rising challenge for companies to manage their IT-service performance, capacity planning, disaster recovery and availability management. The latest challenge for service executives is to build a very cost efficient service delivery organization and to use it as a foundation for their future business thereby enabling the support of the converging technologies and multi vendor, multi product, and multi technology platforms.

Best of the class service at an optimized cost is now an entry level requirement. Differentiation from the competition will be on top of best of class performance. Challenge is to support the evolution of converging technologies and globalize Service Delivery Organization. Lack of a thorough validation mechanism of the functional and non-functional requirements also causes low performance.

STRATEGIQA facilitates ITSM implementation with a distinct practitioner point of view, and is more focused on the delivery of IT to the business as per the 'information' needs of the business. ITSM provides for integrated services that are process based with a focus on satisfying business requirements. ITSM methods have evolved to include specific ways to enable and optimize assessment and planning.

STRATEGIQA ensures successful adoption of ITIL through an assessment and technology planning. Our comprehensive training services are designed to compliment our consulting services through each stage of clients’ adoption lifecycle. We facilitate deployment of standard methods and procedures for effectively managing all the changes. The day-to-day process that restores normal acceptable service with a minimal impact on business is another focus area.

Service Desk is a function and is not a process. This provides a central point of contact between users and IT. STRATEGIQA helps clients unlock value in the process of maintenance, repair and operations to enhance business performance. ITSM implementation structure includes determining the current, existing IT infrastructure, processes, and services; develop some desired future state of IT and the services that it needs to provide; and determine the steps needed to execute the "roadmap". From building user awareness to assessing, designing and implementing various components of ITIL adoption roadmap, STRATEGIQA will provide the knowledge and practical guidance to ensure rapid results.

STRATEGIQA can guide the clients in defining and deploying a sensible service management frame work, in line with the latest ITIL ver 3.0 and standards. This can result in an early detection and mitigation of business risks. An improved communication process will help enhance customer and supplier relationships. Configuration Management, Change Management, Problem Management, Release Management (including testing, verification, and release of changes to the IT environment), Incident Management, Service Level Management, Capacity Management, Contingency Planning, Availability Management, IT Financial Management are some of the ITIL service processes which we can consult and deploy for clients.

STRATEGIQA uses ITIL ver 3.0, which aids the implementation of a comprehensive framework for IT Service Management. This customizable framework defines how Service Management is applied within an organization. It is also aligned with the international standard, ISO 20000. Our workshops are based on clients’ actual situation and the practical application of ITSM principles.

STRATEGIQA ensures the visibility, quality of service, conformity, maximum return on investments, and accelerated business growth, through facilitating ITSM implementation.

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