IT Service Management

These and similar problems reflect the dilemma of IT processes. The business processes of almost all companies and public administration are, to a high degree, dependent upon the availability of information systems. IT processes are thus an important production factor. They make a considerable contribution to the value-added process of a company. The IT processes have the task of providing optimal support for the business objectives. A breakdown of IT in the meantime leads to a massive impairment of the business processes and thus threatens the set business objectives.

With ITIL (IT Infrastructure Library) , a de-facto standard exists which comprehensively describes the IT service processes on the basis of best practices, in order to ensure a practically uninterrupted operation of the IT infrastructure. ITIL represents a generic and scalable concept for distributed or central IT systems. Based on ITIL the BS 15000 (Specification for IT Service Management), specifies the service management processes and, at the same time, forms a basis for the conduct of assessments of IT service processes.

With our BS-15000 (ITIL-) assessment you can:

• determine the efficiency of the your IT processes in selected process areas
• identify general areas of weaknesses of IT processes within your organization
• receive active support for the responsible managers for operational improvement measures in the IT infrastructure
• organize your IT infrastructure more transparently

With our BS-15000 (ITIL) assessment, we reveal the weaknesses in your IT processes and supply you with suggestions for improvements for the organization of your IT processes. In four steps, you can permanently secure the operation of your IT processes and thus the continued existence of your company.

1. Briefings & Scoping
   
   Initially, in consultation with you, we define the scope and objectives of the assessment and identify the processes which are relevant for the assessment
    
2. Assessment Preparation & On-Site Visit
   
   The timing of the assessment will be agreed with you and conducted by two assessors on site.
    
3. Final Evaluation
   
   The results of the assessment are consolidated and summarized in detail for you in an assessment report.
   
4. Improvement Workshop
   
   The results of the assessment serve as the basis for specific measures aimed at process improvement, in order to deduce priorities for the further measures.

• The service-level managementas a central function of IT service management covers the negotiation, definition, monitoring and revision of the Service Level Agreements (SLA) with the objective of implementing a transparent interface between the client and the IT service provider.
   
• Capacity Management ensures that the required resources are available at the right time and the right place in accordance with the customer's requirements.
   
• Availability Management optimizes the availability of the IT infrastructure for an effective and efficient fulfilment of the agreed service levels.
   
• Service Continuity Management ensures that the services to be rendered to the customer can also be provided in the event of unforeseen incidents and disruptions (downtime planning).
   
• Financial Management facilitates a cause-related settlement of costs and services as well as the invoicing of the IT costs incurred.
   
• With an effective Security Management, the information security within the entire portfolio of services will be ensured.
   
• Service Reporting has the objective of preparing precise and meaningful reports as a basis for decision-making in good time.
   
• By means of Release Management , modifications in the hard and/or software inventories can be planned and controlled.
   
• The task of Incident Management is the fastest possible correction of errors and the re-establishment of IT services on the basis of the disruptions arising in standard operation.
   
• Problem Management rapidly and effectively solves problems and minimizes pro-active disruptions in the services.
   
• Configuration Management collects and administers the current inventory of IT resources and thus represents the central information source for IT services.
   
• Change Management transparently presents all changes effected and to be effected realting to infrastructure components, software or IT services and monitors them.
   
• With Business Relationship Management, successful customer relations based on a good understanding of the customer's requirements can be developed and/or maintained.
   
• Supplier Management facilitates a smooth interface for the qualitative provision of/from suppliers.

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