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IT Service Management according to ITIL®
- Analyse of existing processes, design of optimal processes
- Definition and locking up of customized service policies
- Management concepts, fine concepts, presentation on all level
- Functional specification and tool selection, introduction planning
- Introduction of business processes, employee training, coaching
- Project management regarding process introduction and tool implementation
- Process monitoring, conduction of process optimizations
Choice of possible consulting services:
- Process assessments
- Supplier neutral concepts of process optimization/intro- duction according to ITIL® regarding:
- Incident Management/ Service Desk
- Problem Management
- Change Management
- Release Management
- Configuration Management
- Service Level Management
- Capacity Management
- Financial Management
- Availability Management
- Extended Process Model
- Part of the concepts are regarding process defintions e.g.:
- Flow charts
- Interface descriptions
- Communication and reporting
- Role definitions
- Key Performance Indicator (KPIs)
- Escalation
- Glossary
- The specifications of ITIL® are consulted considering the customer resources as a reference.
- Evaluation, definition and locking up of customized policies for all processes.
- Tool selection with specifications, invitation to tender and bidder validation. Evaluation of interface issues. Conclusion of adaption effort and comunication with tool supplier. Estimation of implementation effort of tools and interfaces. Estimation of business expenses and maintenance. Comparison and management presentation.
- Professional active project coordination during the implementation phase
- ITSM project marketing
- Preparation BS15000/ISO20000 certification
- Customized Trainings/Coaching
- ITIL® Foundation
- ITIL® for Manager
- Process trainings
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we offer
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• Management
Consulting
• Strategy Consulting
• Financial Consulting
• IT-Consulting
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