Project Description

New ITSM technology is changing our world. Leaders in business are using ITSM processes to devise alternatives for the manual completion of simple tasks. Our ITSM solutions help organisational leaders think bigger, creating innovative solutions for users and technicians to remove cumbersome tasks. Work with us to learn what to look for in an ITSM solution, and how to leverage these features to fit your organisation.

How do people working in IT Service Management (ITSM) measure success and – more importantly – what should they measure? A common approach we see in ITSM is where people are measured against internally-focused metrics: the number of incidents, service level agreements on incidents, the number of failed changes which have caused an incident, and so on. However, our ITSM approach changes that because the key to measuring real ITSM success is business value – and that means thinking about it from the perspective of your customer.

When the Service Lifecycle concept was introduced to the ITIL framework some years ago, the IT Service Management community made a big step forward: ITIL Best Practice turned from a rather isolated process-driven view (ITIL V2) into a more holistic, service lifecycle-oriented approach  (ITIL V3). In our view, this should always have been the case and has always been our goal.  IT services, delivering value to clients, pass through a lifecycle of service structuring, design, transition, operations (where the service is delivered to the client) and finally continual optimisation.

Continual Service Improvement (CSI) is where all the services in the IT service provider are reviewed to identify whether there are any areas that can be improved upon. Our approach is that the continuous improvement process is applied throughout all stages of the ITIL Lifecycle: Service Strategy, Service Design, Service Transition and Service Operation. CSI feeds into these stages and information or data from these stages also feeds into the CSI process. As always our focus is on the business and the continual service improvement (CSI) stage focuses on service improvement that supports business processes.