ITSM Consulting

18.03.2011

QBSW provides the comprehensive consulting services in the Information Technology Service Management (ITSM) based on the generally accepted approach to IT Service Management - ITIL® (IT Infrastructure Library*) including the implementation of the software tools for ITSM support.

Nowadays, the efficient and reliable management of IT services and technologies is necessary for achieving the strategic and business goals of the most companies. However, all IT services cannot operate on the IT infrastructure which absorbs the most of the entire IT budget and there is not any place for the further development and innovation of provided services. A possible solution to this situation is the systematic reorganization of processes within the company to streamline IT service management and infrastructure to the maximum level.

The continually improvement of the services and processes quality can be achieved by introducing the best practices and approved methods to the IT standardization. One possibility is the ITIL^® adaptation which is globally widespread and accepted set of best practices for IT service management. The ITIL^® "Library" as opposed to the standard hierarchical management uses a process-oriented approach to IT service management. During the whole process, there are clearly defined the roles and responsibilities as well as internationally well established ITIL^® terminology. This increases the transparency and measurability of provided IT services.

The ITIL^® implementation is not easy and used to be often realized through internal projects with the participation of external consultants providing expertise and professional guarantee of the whole process. During the implementation of ITIL^® processes, there must be active collaboration between consultants and clients for step-by-step defining of the processes, describing the relationship between them and preparing of the necessary documentation. All of these increase the work effort especially at the beginning of the project. From long-term perspective, the introduction of new processes facilitate and simplify the work not only to IT department, but also other users of IT systems, what is ultimately reflected in the increase of customer satisfaction.

The benefits of our services:

Improving the effectiveness and availability of IT services and systems - the entire process of IT service management is observable, measurable and reportable.
Increasing the customer satisfaction - all processes are designed regarding the customer's needs that can bring him the highest added value
More efficient using of the resources and better productivity - thanks to the effective utilization of existing services and infrastructure
Adapted from the practices of successful projects already implemented

* ITIL^® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries