IT Service management

The IT is the supporting infrastructure of the business processes. You are satisfied with it, if the IT services can meet your business needs. Unfortunately, these are rarely well defined, so the debate is frequentally on the appropriateness of the IT operations.

Mostly there isn't clearly defined what the business expect from the IT. The expected applications, list of services as it is there, but the availability parameters (SLA), the necessary capacity requirements, any capacity planning tips are not defined. Thus, the IT can not define proper expectations for the subcontractors and suppliers (OLA), because he does not know the necessary and sufficient conditions. This of course leads to IT tries to maximize availability, which means he spend more than would be justified.

How does the proper management of IT services help?

  • It makes measurable the performance of the IT.
  • Rationalizes the IT investments and operating costs.
  • Regulates the relationship between the business area, the IT, and the IT suppliers.

Who do we recommend our services?

  • For those who do not want to spend more on IT than necessary and sufficient.
  • For those who use significant IT and telecommunications infrastructure to support business processes.
  • For those who love the well-organized and controlled IT operating environment.

What is it exactly?

We talk about IT service when you establish and operate an infrastructure using hardware, software components and human resources in order to support business processes. Approaching the IT from the service side is justified from the fact that the primary objective of the IT, as a supporting infrastructure, is to serve the business needs. The business normally does not expect softwares or hardware capacities, but all of them, the services are required from the IT.

In order that information technology is optimized in size, -composition and -cost, it must be based on the business needs. We need to know exactly what are the expectations and must be able to suit them the infrastructure requirements. Without this, the IT developments are ad hoc in nature and may not provide the maximum benefit of the investment. If the business needs are converted into measureable parameters (availability, bandwidth, response time, storage capacity, etc.) with measuring the realization can evaluate the IT operating activities relevant to the core business (and thereby the entire company).

After the business needs are determined, you can start forming (in most cases transforming) the IT operating environment. This means forming a controlling environment, with a focus on Service Level Agreements (SLAs), regulating all areas, which is associated with the fulfillment of SLAs. Such areas are:

You're lucky if you have the chance implementing the entire controlling environment, but it may worth thinking in segments of the environment. For example, every processes of defining service levels (SLA), insuring, reporting etc.

Related Products

Syndicate content

©2009 ANT Ltd. | all rights reserved | Last modification: 27-11-2013