IT Service Management
The importance of IT has grown in importance in ever more corporate divisions in the last years. The latest compliance requirements mean that your IT organisation has to comprehensively use actions and methods that enable the best business process support possible. These approaches, which are also called "IT Service Management", describe the development of the IT organisation towards a customer and service orientation and IT governance.
Service management turns into a special challenge for managers and IT specialists. Creating a service organisation and service processes dealing with organisational changes or managing operative risks are necessary skills which are provided via international standards and frameworks such as ITIL (IT Infrastructure Library) for ITSM (IT Service Management) or CobiT (Control Objectives for Information and Related Technology) for building consistent controlling systems.
IT governance does not only lead to an efficient implementation but lives on constant checks and an optimisation which are reflected by the culture and behaviour of the IT staff. IT service management has to be supported internally by the organisation.
IT governance is all about building know-how in these areas, to impart practical skills and to foster an awareness of the comprehensive context.
- Creating awareness for IT service management and IT governance on all organisational levels
- Assessing quality management systems for IT governance, and supporting their implementation
- Coaching the management in change projects and re-structuring their IT organisation
- Training and certifying the skills required for various ITSM roles (ITIL, CobiT, ISO and Service Desk Institute Standards)
- Targeted support for the attainment of certifications at international standards (ISO IEC 20000 and 27001)
- Conducting workshops and simulations to convey the advantages of process-oriented methods
- Increasing the efficiency and improving the services of the support organisation
