IT Operations

IT Service Delivery

The Service Desk is often the face of IT to the organization and its success is tied to the level of service it provides to the end user.  Faster incident resolution, proactive Problem Management, availability of self-help knowledge and ITIL influence can all be critical components to a successful relationship between IT and its customers.  Managing these to acceptable service response levels for both the organization and the user community is the key to a win-win.

Configuration, Change & CMDB

In today’s complex technology environment, IT organizations are taxed to keep up with constant change to every aspect of the infrastructure.  Every change introduces risks of outages, downtime and major financial loss.  In order to mitigate or eliminate risks altogether, companies need to employ an efficient change management process that leverages accurate data on CIs, resources and schedules.

Asset & Financial Management

Effective IT asset management can lower IT costs by as much as 25%. As much as 80% of these costs occur after the initial procurement, yet organizations rarely focus on areas that represent the most significant savings opportunities.  In today’s economy of shrinking budgets and “do more with less” mottos, companies can take advantage of software license management, hardware cascading, warranty management, efficient disposal processes to uncover major savings.

Endpoint & Server Management

The more time an IT organization can spend on innovation and strategic initiatives, the more value they have to the business.  Therefore the ability to automate common IT processes and manage common changes to drive predictable and repeatable results without adding new tools, people or methodologies is critical. When day to day tasks associated with operating endpoints and servers in the infrastructure, resources are now freed up to focus on projects that help grow the bottom line.

Service Catalog

With technology being used to support every aspect of most businesses and the Consumerization of IT evolves, most IT organizations need a better way to offer and deliver the services it provides to employees and customers alike.  The When implemented properly, the Service Catalog is that solution.  An effective Service Catalog can be a positive communication tool to IT consumers, an efficient fulfillment engine that coordinates all departments and tasks and an umbrella that helps keep the CMS/CMDB up to date.

Business Service Management

The benefits of adopting a BSM approach typically include improved relationships with customers, suppliers and colleagues, service quality improvements, cost reductions through improved efficiency and a reduction in service outages and the impact of outage.  The ability to implement a successful BSM culture involves maturing as an IT organization and leaving behind a technology centered focus for a customer centric focus that aligns IT strategy and initiatives with business priorities.