IT Service Management aims to provide reliable, economical IT services, to align these services to the customer's business processes, and to continually improve service quality. Today, IT departments have left the habits of old and see themselves as true service organizations, whose focus is on the customer - she be within the company or without.

When designing and optimizing your IT service processes, we may support you with profound knowledge of methods and standards, and with longstanding experience in practical IT management. Our consulting approach focuses on

• Customer interface: What do your customers expect, and which expectations are you able and willing to fulfill? How can customers get in contact with you: are there specialized people for each and every purpose, or a centralized service desk? Are your service level agreements clear, concise and understandable even for non-IT customers?
• Awareness of staff: Are your employees at ease with the principles of service level management? Do they act in a customer-oriented and quality-ensuring way? And can they even keep an eye on the economic side?
• Precise rules and responsibilities: Are your IT service processes clearly outlined and intelligible? Are roles and competences unmistakeably described, and do your employees know them? How do you track, whether they abide by the rules, and which measures do you draw from the results to improve the processes or their application?

These and other, comparable questions have to be discussed to put together a list of measures, whichs fits to your actual situation. Not only do we set up a project plan with scheduled dates and costs for the implementation that follows, we will also do the project management at your request. But even so, your staff has to give the necessary input: Only they know, how processes and responsibilities will work in reality - and only if they are involved in the project they will accept its final result!

As a formal framework for IT service management we use ITIL^® (the IT Infrastructure Library™), an internationally acclaimed best practice collection.

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