Stratnet's IT Service Management 

Overview

Stratnet IT Service Management Consulting improves the efficiency and effectiveness of your IT operations to handle today’s rapidly growing enterprise information. We have helped multitude of enterprises define service catalogs, rationalize and refine service delivery processes, and redesign IT organizations.

Challenges

Enterprise IT organizations are expected to become strategic partners to the business. To do this, they must focus less on technology, but still handle a rapidly increasing volume of information cost-effectively.

Stratnet helps your IT organization:

  - Improve process and staff efficiencies to manage rapidly growing information.
  - Align capacity, costs, and service levels to business requirements.
  - Leverage skills and best practices across enterprise applications.
  - Allocate costs based on staff and resources consumed.
  - Support compliance, security, and data protection reliably.

Our Approach

Our proven approach to IT Service Management addresses people, process, and technology by combining international standards such as ITIL (IT Infrastructure Library) and COBIT (Control Objectives for Information and related Technology) with best practices derived from years of engagements.

We work with you to:

• Develop a service-oriented infrastructure with an enterprise service catalog and aligned applications.
• Optimize data center processes, organization, and financial management.
• Create a data management strategy to classify critical data, align applications to service tiers, and automate information handling.

Measurable Outcomes

Stratnet will help your IT organization to:

• Substancially reduce operational costs.
• Align service levels with business requirements.
• Improve your ability to manage more information without increasing staff.
• Increase the value of information by making it available, re-usable, and secure.

What is ITIL?

ITIL (IT Infrastructure Library) is a comprehensive and structured set of Best Practices for managing IT Services.

ITIL was developed by the United Kingdom's Office of Government Commerce (OGC) at the end of the 80's. Thanks to its process approach, ITIL sets up a customer - supplier relationship between IT Departments and their users. Quickly adopted in the UK and in the Netherlands, ITIL is now used worldwide and is recognized as a business standard. The development and control of ITIL certification processes are now managed by EXIN, an independent organization that provides training and certification services.

In practical terms, ITIL consists of a series of books that provides guidance and describes concepts and processes needed to optimize services and support supplied to IT users. ITIL is not a turn-key solution. Adopting ITIL allows every participant to share a common "vocabulary", to professionalize the organization and clarify the role and responsibility of each participant. How this approach is going to be implemented practically needs to be specified and personalized by each company.

Stratnet & ITIL

Stratnet can help you implementing ITIL recommendations and processes that are described in the following guides:

• Configuration Management
Is responsible for identifying, recording, tracking and reporting of components (referred to as Configuration Items or CIs) of the IT environment.
• Incident Management
Incident management is the process of managing unexpected and disruptive operational events with the primary objective of minimizing business disruption and returning service to customers as quickly as possible (particularly by implementing a bypassing solution to begin with).
• Problem Management
Problem Management is concerned with identifying the real underlying causes of incidents and providing workarounds to restore service or to implement a permanent solution in order to prevent future recurrences. Problem Management also works proactively to prevent problems from occurring.
• Change Management
Change management manages all changes of an IT environment and ensures that changes to this environment are recorded and tacked.
• Service Level Management
Service Level Management (SLM) aims to assure that expectations between the IT organization and customers/users are properly defined, documented, agreed to and that required service levels are maintained.
• Release Management
Release Management is focused on the delivery of the planning, design, build, configuration and testing of hardware and software releases to create a defined set of release components. Release activities also include planning, preparation, scheduling, training, documentation, distribution and installation of the release to many users and locations. Release Management uses the controlling processes of Change and Configuration Management.  Proper Release Management cannot be achieved without strong communication and coordination with clients.
• Service Desk
The Service Desk is the central, single point of contact between the IT organization and its customers and users on a day-to-day basis. The Service Desk receives incident calls and service requests. When dealing with an incident, its mission is to guarantee the restoration of the service for the user as quickly as possible.

Combining the use of Infrastructure technology solutions and the optimization of their IT asset and services management processes allows enterprises to:

• Centralize information into a unique repository
• Improve usage of resources and infrastructures
• Improve IT and Business teams efficiency
• Avoid tasks duplication
• Limit user service and support costs
• Guarantee the respect of deadlines for IT projects
• Supply services that the organization really needs
• Document processes and the roles of key actors
• Automate key processes
• Etc.
  

WHY ITIL?

A 20-year experience of IT Service Management shared throughout the world
•    Training and certification
•    itSMF Forum (user group)

Save time thanks to the implementation of tested and proven
•    processes
•    management rules
•    Job description 

Facilitate the dialog between key participants based on a shared reference framework

Contact Stratnet to know more about our ITIL approach.