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IT Service Management is a set of processes that cooperate to ensure the quality of live IT services. IT Service Management provides an overall framework within which to operate individual activities such as the Service Desk and the implementation of Service Level Agreements (SLAs).
The principal objectives of IT Service Management are:
- providing customer focussed IT Services
- aligning IT services with the organisation’s objectives
- the implementation and management of cost-effective SLAs
IT Service Management is based on best practice documented in the IT Infrastructure Library (ITIL), which was the outcome of a major UK Government funded project embracing public and private IT service providers. The ITIL is the basis of BS15000 and AS8018, the UK and Australian standards for IT service management best practice.
IT Service Management can help:
- Turn your technology focused group into one with a service focus.
- Ensure IT services are aligned with, and satisfy business needs.
- Improve system reliability and availability.
- Provide a basis to agree levels of service and the ability to measure IT service quality.
An increasing number of organisations are now embracing ITIL to enable them to deliver demonstrable world class IT Services within their own organisation and to their customers.
The benefits of implementing ITIL are many the most beneficial include:
- Aligning IT with business needs
- Move from a technology to a service based culture
- More ability to absorb rapid change
- Improve the quality of IT Services
- IT perceived as offering value to the organisation
- Ensure everyone speaks the same language.
Over a period of time, a successful ITIL implementation should show improvements in:
- the availability of IT services
- customer satisfaction and the reputation of the IT operation and
- effectiveness of the IT operation, and the opportunity to move staff from firefighting activities to planning activities.
ProActive has an established track record helping organisations implement ITIL at various levels using our ‘BasePlan’ framework. BasePlan is a holistic, proven, flexible and low risk approach to structural, cultural, process and technology change which initiates a Continuous Service Improvement Programme (CSIP) within the IT service organisation. BasePlan will also assist you to align to AS8018-BS15000, the official ITSM standard for accrediting organisations as IT Service Providers.
Our Consultancy page provides further detail on BasePlan.
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