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ITSM

In today's environment businesses expect their information technology (IT) systems to deliver consistent, reliable service efficiently and cost-effectively. Effective IT organizations are built on the right combination of people, processes, and technologies that deliver business-aligned IT services.

ITIL, the IT Infrastructure Library, is the most widely accepted approach to IT Service Management (ITSM). ITSM and ITIL provide a systematic framework to:

  • Align IT services with the current and future needs of the business and its customers
  • Improve the quality of the IT services delivered
  • Reduce the long-term cost of service provisioning

ITIL is a comprehensive descriptive framework, but it doesn’t provide customized “how-to” guidance based on your unique needs.

By focusing on people, processes, technology and the IT Infrastructure Library (ITIL) we use our extensive experience and expertise to develop, implement and integrate a complete Service Management solution that uniquely meets your needs.

ITIL and ITSM Consulting Services

IT services must be delivered to business users to agreed service levels and costs, and in order to help you achieve that, we offer you Consulting Services and Technology Solutions to enable the adoption of ITIL and implementation of IT Service Management (ITSM) in your organization. Our consulting services cover:

Introduction to ITIL and ITSM

This is a seminar with line-of-business, quality and IT executives to introduce and provide an overview of the concept, processes, challenges and benefits that ITIL adoption and ITSM implementation can bring to your organization.

“Where are we?” Assessment of your IT organization

Our consultants make an initial assessment of the current state and operations of your IT department in order to answer the “Where are we now?” and better understand the “Where we want to be?” question.

ITIL and ITSM workshop

Based on the results of the assessment, our consultants work—together with your IT organization—on the identification of key services and a services catalog for adoption in 2 areas: Service Delivery and Service Support. This stage also covers the development of an implementation plan to align people, processes and technology and effectively link them to business objectives.

Implementation

At this stage, we establish the introduction of fully documented processes to deliver high-quality services and the implementation of technology tools that will support the execution of those processes.

Reassessment and continuous improvement

The demands and challenges of IT organizations change, evolve and grow just as business environments do. In order to keep up with that challenge, we establish periodical reassessments to continuously identify areas of improvement and enable IT to adjust to new business requirements in a timely manner.

How ITSM can Improve your Business?

Here are a few ways Spectra's ITSM Consulting Services– can help your business:

Bring Order to Chaos- By formalizing your IT processes, creating and enforcing proven, repeatable best practices in IT service management

Improve Resource Allocation and Efficiency - By centralizing core procedures and activities, and automating many important tasks, ITSM can eliminate waste, optimize efficiency, and ensure that all resources are utilized to their full potential

Reduce Operating Costs -By enabling rapid identification of the underlying causes of recurring problems, minimizing total cost of ownership of technology systems, etc.).

Business Mapping – By Linking business metrics and objectives to IT services

Process Re-engineering –By having a decomposition of functional areas for examination and improvement

  • Operational Support – Establish baselines to determine appropriate support levels
  • Organizational Assessment – Measure process effectiveness and institutionalization
  • Process Re-engineering – Decompose functional areas for examination and improvement
  • IT Services Cost Analysis – Predict true cost of services for budgeting and forecasting
  • Strategic and Project Planning – Identify business drivers and enable them with IT services
  • Business Mapping – Link business metrics and objectives to IT services
  • Knowledge Capture (Best Practices) – Provide a taxonomy for managing your environment
  • Sourcing Specification Metrics – Establish service targets for internal and external providers

Bring Order to Chaos

IT service management gives companies an opportunity to formalize their IT processes, creating and enforcing proven, repeatable “best practices” in IT service management.

Improve Resource Allocation and Efficiency

Today’s IT departments are challenged to accomplish more, with fewer resources – including both human and technology assets. By centralizing core procedures and activities, and automating many important tasks, ITSM can eliminate waste, optimize efficiency, and ensure that all resources are utilized to their full potential.

Enhance End User Satisfaction

What do end users want from their IT teams? Fast response time, prompt issue handling, and rapid incident resolution, all performed by a skilled and knowledgeable professional. With enterprise grade IT service desk in place, companies can make significant improvements in many key areas – for example, accelerating issue handling and improving the performance and availability of technology assets – all of which are directly linked to increased end user satisfaction.

Improve IT’s “Image”

While IT is, essentially, a service organization, ITSM raises its profile, making it more strategic, as opposed to tactical. ITSM makes it easier for IT departments to align their policies and procedures with corporate missions and goals, which goes a long way towards helping them to demonstrate their value and contribution to the business.

Reduce Operating Costs

Better resource utilization, increased efficiency, and streamlined activities all translate into one key advantage – minimized expenses. In many real-world scenarios, IT service management has been proven to reduce the costs associated with running an IT organization, both in the near term (by eliminating inefficient tasks) and the long term (by enabling rapid identification of the underlying causes of recurring problems, minimizing total cost of ownership of technology systems, etc.).

But, the benefits don’t end there. Companies who have successfully implemented ITSM plans and related solutions have reported many other advantages, such as greater flexibility and adaptability to innovation, the ability to better manage changes in the technology environment and minimize their impact on the business, increased motivation among IT staff, and more open company-wide communication about technology plans and projects.

 
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