The design of professional services by the GET IT is built upon the Best Practice principles of the IT Infrastructure Library (ITIL). The ITIL describes the IT Service Management including the definition of the IT services for the customers, the rendering of services and controlling as well as the IT Infrastructure Management.
We aim at the rendering of IT services in the quantity and quality agreed and within fixed time frames. The support of the business processes and of the customer employees demonstrates our focus on the customer.
The design of professional services permits the customer to control and manage the quality and quantity of his IT services in a goal- and business-processes-oriented, user friendly and economic way.
Procedure
- Stakeholder and IT organization analysis
- ITIL implementation and praxis workshops including SWOT (Strengths Weaknesses Opportunities Threats) analysis of the IT service processes
- PMM (Process Maturity Measurement) analysis to define the maturity condition of the IT service processes
- Assessment to specificate the potentials of efficiency, costs, transparency, communication and documentation
- Definition of the maturity degree to be achieved as well as of the optimization demand for the focused processes
- Description of the process landscape to be achieved, as well as of the needed roles and the tasks distribution
- Definition of the system landscape to support the service management
- Step by step integration of the optimized service processes provided by consistent measurement of the results achieved
- Implementation of a Continuous Service Improvement Programm (CSIP) for a permanent improvement
Work Performed by the GET IT
Together with you GET IT develops a program for the integration of a IT service management process model, adjusted to the needs of your organization. The GET IT renders you the services listed below:
- Communication and modeling of the project management
- Moderation or the execution of the analysis, as well as evaluation and communication of those
- Allocation of professional competences for realization of optimized service processes
- Management and professional quality assurance of the projects realization
- Support in the choice of suited tools for illustration of the service management
- Guarantee of workshops and other arrangements for competence transfer.
Result
- Description of the process landscape to be achieved including a concept of the organization and roles
- Implementation of the planned and optimized service processes
- A running process of a permanent service improvement
Benefit for the Customer
- Rising the customer satisfaction through an orientation on the business requirements of the customer
- Transparency of the work done through measurement and management of the service quality
- Transparency of costs and an adequate billing for the IT services rendered
- Shorter dead times thanks to an efficient troubleshooting system
- More productivity and lower operating costs through the optimization of business processes
- Higher efficiency owing to global processes and transparent structures
- Akquirement of ability to adapt the business processes in the future independently.
