IT Service Management

Customer focus and service orientation is the key to success
Faced with cost pressures as well as increasing business demands for new services and higher service levels, the IT of many organisations is steering towards a fundamental change. The necessity to improve service quality and to demonstrate value to the business is directing many IT organisations to implement service management. For this purpose, best practices like ITIL (the IT Infrastructure Library) build a profound basis.

Our certified experts for service management will be delighted to support you. Our service management implementation methodology focuses on sustainable implementation of best practices. Rather than just achieving the minimum certification criteria of e.g. ISO 20000, the certified standard for IT services, institutionalisation of service management in order to deliver sustainable value to your business will be the focus.


Process Governance
Clearly defined IT service management processes provide the basis for high-quality and reliable IT services. Through a solid application of the ITIL best practices and the institutionalisation of the process life-cycle, you will be able to improve your processes in terms of quality, cost, risk, and compliance. The introduction of process governance is not just a pure definition of processes. Our certified ITIL experts assist you with the organisation-wide deployment of process management and implementation of a sustainable management system.


Service Catalogue
IT executives must align their services with the needs of the business and improve internal customer satisfaction. The service catalogue is at the core of these fundamental changes.
Our methodology is based on many years of experience that our ITIL-certified service managers have gained. The delivered result is a documented ‘status quo’ of your service portfolio. This includes an assessment of IT services and clear policy recommendations for further action to improve the quality of your services.
 


Configuration Management System
The purpose of configuration management is to provide secure and detailed information about your IT infrastructure at any time. With the help of a logical model of your IT infrastructure you can easily identify, maintain, control, and verify all IT elements. We support you in building and structuring your configuration management system. Based on the CMS, the quality and cycle time of your IT processes will be steadily improved.


IT Operations Concepts
The goal is to achieve reliability, availability, supportability, and manageability in your mission-critical systems by provision of an IT operations handbook. User roles, responsibilities, and skills for operating an IT service are defined. The benefit lies in clearly defined policies outlined for your employees to adhere to. Our experts are delighted in supporting you in the design and provision of the operations handbook.


Business Continuity Management
Numerous legal requirements, standards, and best practices demand appropriate procedures in case of any emergencies to guarantee the continuity of your organisation. To ensure the security and stability of IT services and to avoid prolonged downtime, we define, document, and implement essential security and emergency concepts together with your team.