ICT Service Management

ICT service management is a set of specialised organisational capabilities for providing value to customers in the form of services. It enables a service provider to understand what they are providing; ensure services accurately facilitate outcomes their customers want to achieve; understand the value of services to their customers; and understand and manage all costs and risks associated with those services.

 

Both private and public sector organisations are increasingly under pressure to transform services whilst delivering cost efficiencies. Experience has shown that most organisations benefit from specialist support in order to achieve the three key objectives of implementing IT service management:

 

  1. To align IT services with the current and future needs of the business and its customers
  2. To improve the quality of the IT services
  3. To reduce the long-term cost of provisioning those services

 

VEGA's approach to ICT Service Management

VEGA’s ICT service management approach is based on ITIL V3 best practice and is designed to address key areas where cost and process inefficiency are prevalent. We work with Information Communication and Technology (ICT) departments and organisations which have identified shortfalls in service management, and wish to embark on service improvement programmes.

 

Our ICT service management consultants have a wealth of expert knowledge and experience to review and advise on ICT service management improvements, which can deliver time and money-saving efficiencies by implementing solutions that will help streamline service management. Our consultants are experienced in transferring their skills and knowledge to client staff, thereby enabling organisations to manage and continuously improve their own ICT service management practices.

 

VEGA's wide pool of ICT service management knowledge employs best practice which includes:

 

  • Service Management frameworks and methodologies:
    • Information Technology Infrastructure Library (ITIL)
    • Control Objectives for Information and Related Technology (COBIT)
    • Capability Maturity Model Integration (CMMI)
  • Service management standards:
    • ISO/IEC 20000
    • ISO 9000

 

VEGA’s ICT service management services

VEGA offers a range of ICT service management services, comprising four modules – Service Strategy, Service Desk Procurement, Change Management and Service Assurance and Review – which may be commissioned individually or as a combination of modules. This modular approach enables VEGA to deliver a service that is appropriate to clients' existing ICT service management procedures and toolset, and tailored to their specific needs to meet the business requirements and processes.

 

  1. Service Strategy – VEGA can support organisations in consolidating their requirement for IT services, and help develop a strategy for the provision of the services that will best meet that requirement, helping identify whether the service is best provided in-house or from external sources.
  2. Service Desk Procurement – VEGA supports organisation in understanding their service desk business needs and can assist in developing requirements, identify and appraise options, review/update/develop SLAs and KPIs, review processes, support business case development, and procurement support.
  3. Change Management – VEGA’s IT Change Management Service has a pragmatic, tailored approach, focused on meeting clients' business outcomes and addressing their key issues and areas of concern. This service is for organisations who wish to improve control, communication, availability, accuracy and accountability by utilising change management. This is achieved by implementing a new change management process or reviewing and improving the existing change management process.
  4. Service Assurance and Review – VEGA can support your organisation review service provision to ensure it is performing as required. Business needs are constantly changing and it is commonplace that services are not frequently reviewed and updated to reflect current business needs. VEGA can review and baseline your service(s) and service management processes. Prioritised recommendations can be developed and VEGA can also support your organisation with continuous service improvement planning and implementation.

 

Benefits delivered by VEGA's ICT service management

Common benefits realised as a result of VEGA's ICT service management consultancy include:

 

  • Financial savings from reduced rework, lost time, improved resource management and usage
  • Raised awareness to end users of ICT’s successes and not just experiencing the failures
  • Increased user and customer satisfaction with IT services
  • Clear performance measures of ICT services
  • Improved service availability, directly leading to increased business profits and revenue
  • ICT management will have a clearer view of the tasks and the impact of those tasks performed by technical staff
  • Clearer paramaters within which ICT staff can operate
  • Improved communication paths between ICT team, the ICT management and the end users
  • Improved decision making and optimised risk
  • Move from a reactive environment to a proactive environment
  • Ability to measure and report on the services provided
  • Improved ICT staff satisfaction by removing the pressures of unclear or conflicting expectation and undefined processes
  • Reduction in the time consumed in major incident reviews
  • Improved time to market for new products and services

 

Contact VEGA for more information about ICT Service Management