IT Service Management
No service means no business
- Is your service organization not really transparant ?
- Is your service organization not efficient as well?
- Are the services which you deliver not attuned to the core business of your company?
Index
- About IT Service Management
- InfraVision and IT Service Management
- IT Service Management and BMC Service Desk Express
- Key benefits of IT Service Management
About IT Service Management
IT Service Management is the name for all processes which direct to effective and efficient control and management of the quality from IT services. The main idea of IT Service Management is that IT within an organization is not just a cost department, but creates added value to the organization as well: it delivers services to their own employees and/or customers. The common used abbreviation of IT Service Management is ITSM.
There are a lot of different approaches organize your IT Service Management. Companies take their own standards to implement IT Service Management. InfraVision follows the ITIL guidelines to implement IT Service Management in your organization. The ITIL guidelines are one of the worldwide standards for IT Service Management.
InfraVision and IT Service Management
InfraVision improves the transparency and the efficiency of your service organisation and makes sure that the services you deliver are attuned to the core business of your company. The unique combination of ITIL knowledge on one hand and a thorough knowledge of Service and System Management Software on the other hand, enables us to deliver implementation projects with the intended result and within the defined budget. InfraVision has over twelve years of experience in implementing IT Service Management processes (ITIL) and solutions.
During the hundreds of projects we did, we learned that a ‘software only’ implementation will most likely fail. It is not just about the nice features of a software tool, but the important question is: does the software tool support my processes? And more importantly: will the project approach make sure these processes and the supporting software tool are embedded in my organisation and will the project approach be accepted by my staff? About 95% of the answer to the last question depends upon the partner you select to implement the solution and much less on the software tool, despite there being a variety of tools available on the market.
InfraVision uses the Alignability Process Model for implementing IT Service Management tools. This model is based on the experience of over 250 organizations over the past ten years and provides real life best practices for eleven ITIL processes. This approach ensures success and saves a tremendous amount of money, time and frustration for organizations who want to implement a service management tool based on ITIL best practices.
IT Service Management and BMC Service Desk Express
After extensive research, InfraVision selected BMC Service Desk Express as the preferred tool to support IT Service Management implementations. BMC Service Desk Express is a 100% browser based application which supports all ITIL processes. A very strong feature of the application is the out-of-the-box Integration Engine that allows easy integration to other data sources and applications without the need for scripting etc. This Integration Engine supports all major protocols like XML, Web services, LDAP, SNMP, ODBC, etc. The scalability of the application is proven by the huge variety of users, ranging from two IT staff to hundreds of IT staff in virtually every type of industry. Last but not least; BMC is the number 1 vendor in service management products. BMC is a multi billion dollar software company and in today’s rapidly changing IT Service Management landscape, with many companies and products being bought by others or going out of business all together, a stable and financially viable vendor is a must for your long term investment in software.
An additional advantage of software from BMC is that worldwide companies want to be part of the BMC community. Therefore many integrations from third party products to BMC Service Desk Express are created by those third party vendors. Some examples are: Hitachi Identity management, Bomgar Remote Support, Microsoft SCCM and SCOM connectors, Alarmpoint notification solutions and many more. Integrating these solutions with smaller or locally produced IT Service Management tools often leads to expensive, non-upgradable scripting, a lot of frustrations and high costs.
Key benefits of IT Service Management
A well managed IT Service Management in your organisation, will give you a lot of benefits. Some of the key benefits which IT Service Management could deliver to your organization is:
- Improved Customer Service perception and satisfaction
- Better-quality and quicker turnaround of customer requests
- High service costs can be reduced
- Enhanced focus and a proactive approach to service provision
- Increase your service revenue
- Better managed infrastructure and control
- Better service performance and target achievement
