IT Service Management – What do we offer?
We will establish a set of principles and practices for delivering your IT services to end users, both internal and external.
We focus on the value delivered to clients through IT services, actively supporting the internal IT department in implementing business changes. For many organizations, ITIL has enabled a transformation of the IT role from an infrastructure provider to a professional business partner that understands customer needs and delivers services that meet expectations.
We will define a process model, and for each one, we will establish objectives, actions, diagrams, roles and their responsibilities within the process, critical success factors, key performance indicators, support tool requirements, interfaces with other processes, and guidance on organizational structure. This will be the most comprehensive description of how a professional IT service provider should operate.
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What is ITIL?
The ITIL library is a collection of documents presenting guidelines for IT service management. ITIL was created as a collection of best practices, in which each of the main IT service life cycles is described in a separate publication along with extensive guidance on its interpretation and implementation of individual processes.
What is the scope of activities in a comprehensive implementation of IT service management?
Audit
– Preliminary audit of the quality of IT services, including:
– analysis of existing documentation
– verification of the methods used to solve problems and perform tasks for users
– verification of the method of managing configuration, change and release
– assessment of ensuring the availability and continuity of IT solutions
– analysis of the information security mechanisms used
– analysis of relations with suppliers and external customers
– Development of recommendations for improving the quality of IT services
- Implementation– Development of the concept, design and implementation of an IT Service Management System compliant with the requirements of ISO/IEC 20000. Preparation for the certification process. The service can be freely expanded with consulting and training work, e.g. based on ITIL good practices.– Development of a service catalog – system support in defining the list of services provided by the IT organization, preparation of a methodology for cataloging services, analysis and description of services and determination of their parameters and assessment indicators.– IT infrastructure management – development of the Configuration Management process (definition of roles and description of activities) and mechanisms for control and administration of the configuration database (CMDB). Preparation of reports and KPIs for the process.
– Change management – development of the Change Management process in IT systems and infrastructure and assistance in its implementation. Development of process maps, definition of activities, roles and their responsibilities and KPIs for the process.
– Development of financial models of IT services – preparation of a method for determining the costs of individual IT services and budgeting based on the needs and plans of the organization. Preparation of internal standards for settlements between IT and the organization. Preparation of regulations and detailed procedures.
– Service Desk and development of the Incident Management process – analysis and preparation of the IT user support center model – Service Desk. Preparation of the Incident Management process (definition of key roles and responsibilities and KPIs) and assistance in implementing the process in the organization.
– ITSM tool implementation – preparation and supervision of the ITSM tool implementation process in the organizational and technical scope – conducting activities, controlling the schedule and finances, analyzing project risk. Assessment of implementation effectiveness.
Is it possible to outsource a single IT service management activity?
Of course, we will adjust the scope of the ITIL implementation service to the needs of your organization. Do you want to perform an audit, analysis, training on a narrow topic? Contact us.
Meet erisk
erisk is a unique and innovative service available to every enterprise and public administration unit.
erisk is a service of Integrated Risk Management ERM which is the result of several years of experience in the area of risk management and the latest technologies in the field of cloud solutions. It supports the management of IT services in enterprises and public administration units, allowing for effective risk management.
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Want to learn more about services related to the implementation and development of IT Service Management? We will be happy to answer all your questions. We will advise you on what form of cooperation will work best for you. We will share our experience related to implementation. Write to us!