Service Management Review

To act as a strategic partner, however, IT needs to to act as a strategic partner for the business in modern industries and hence must improve its service management capabilities. IT operations need to be expanded to include processes that help IT interact with the rest of the organization, manage change more effectively and consistently deliver services that impact business results positively. Companies around the world are looking to the latest version of the IT Infrastructure Library (ITIL) to achieve this target. Since it was first introduced in the 1980s, ITIL has evolved to form the basis for IT Service Management (ITSM) practices as well as ISO/IEC 20000 certification.
Whilst previously focussing only on infrastructure management, today with ITIL v3, the focus is on Service Management. The emphasis falls on business needs, not IT needs. To help the business realize strategic objectives, IT needs to be fully aligned and integrated with the rest of the business.
Based on the ITIL framework, we can provide independent assessments of your Incident, Problem, Change, Release and Deployment, Configuration and Service Level Management processes from cradle to grave. We are ready to assist you in ITIL version 2 and 3 implementations and can also help you migrating upwards. Our ITIL certified and COBIT trained experts can provide you with

  • Audit Assessment of the current status of your currently implemented Service Management process model resulting in us highlighting current strengths and weaknesses and writing recommendations how to address potential improvement ideas.
  • Capability Maturity Model Assessments: Discover your company IT maturity compared to industry best practices Service Management processes. We can deliver a full assessment of IT processes where we appoint Quick Wins and recommend improvements for your way forward.
  • Process Design: Improving your current processes and implementing proposed and agreed new ways of working based on our industry experience..
  • Process Documentation: Helping you to document your AS IS state (after defining the work and processes scope) and establishing the agreed TO BE documentation..
  • ITIL v3 Implementation: Supporting the evolution of IT effectiveness for improved IT operations following industry best practices and harmonizing your way of working.
  • Service Management Education: Whilst implementing process improvements and changing the way of working, we can assist you in training your employees and in building a new appreciation amongst your employees. We also offer lectures for dedicated ITIL (version 2 and 3) process implementations such as Incident and Problem, Release and Configuration, Service Level Management, Change Management to update your employees or to prepare for ITIL examinations.
  • Tooling Consultancy: As an independent audit department, we can assist you in evaluating and discovering suitable tools which can help your teams in establishing your Service Management best practice.

While IT must manage change in a very exact manner, it must also cultivate a portfolio perspective on existing IT assets to improve resources and make effective trade-off decisions in the best interest of the larger business. ITIL v3 views IT as a partner working with the larger organization it serves to help the organization executing strategic initiatives. Audit Department will be able to assess your Service Management Processes from end to end and will be able to assist you in implementing improvements to reach the CMM Level you want to achieve.

Our Country offices in London, Hamburg and Milan will be looking forward to your individual requests and can help you in defining the ideal package for your individual requirements.

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