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IT Service Management

The endless discussion whether IT is a "service provider" or an "enabler" has been outdated by reality - no enterprise can neglect the fact that IT is integrated part of the value chain and thus ensures directly company success. Those who do not believe shall pull the plug and watch their survival time ....

Now every day we are confronted with the hypes - ITIL, CobiT, ISO 20000 - all of them reasonable standards aiming towards improvement of IT service quality - but how to implement in an individual way to success of the own enterprise?

Only detailed knowledge of the contribution of the IT services to competitive advantages and business success are the basis for the strategic positioning of the IT - and thus for appropriate sizing of implementation of the standards in an individual way.

Why ITIL et al.?

ITIL is a collection of highly accepted Best Practices for the organization of a sustainable value adding, process oriented IT operation.

In average 80% of IT costs are operational costs - and 50% of them are directly or indirectly costs of malfunction correction (thus 40% of the operational IT costs), and hence potentially avoidable!

Typical situation

• You have studied the "thick books" of ITIL and CobiT and you are facing the question:"How can i realize this in my company?"

• You know the ITIL standard model and you want to know how to optimize the own IT service processes in terms of costs and value by this

• You want to achieve transparency in your IT accounting and charging

• IT governance is a future goal

• Your internal and/or external customers focus on defined service level agreements increasingly

Our contribution to your success

We emphasize on our clear and structured methodology:

• Workshop with IT management to define goals and scope of the engagement

• Definition of realization team and responsibilities

• Analysis, assessment and documentation of the existing IT processes

• Mapping with ITIL standard processes and CobiT models

• Planning of realization

• Creation of your service landscape (portfolio)

• Modeling of your according company specific IT processes (to be)

• Definition of process and service responsibilities

• Cost evaluation of IT services

• Agreement and approval with IT management

• If wanted periodic reviews

What you will receive

• Complete documentation of the optimized IT service processes

• Service catalogues

• Exemplary Service Level Agreements

• Costs of and charging model for IT services

• The knowledge to maintain and develop your IT service management processes in the future

Have an easy start into your ITSM - project with the ITIL V3 ProcessMap

The ITIL V3 ProcessMap is a standardized Best Practice Process Model (ITIL process landscape) of the international standard ITIL in the version 3. The processes shown here are highly customizable to the necessities of an enterprise in simple manner and integrable into the enterprises process model.

Register free of cost and test the  ITIL V3 ProcessMap without obligation

► ITIL V3 ProcessMap

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Last update 2012-03-07