Service Excellence
Today, most companies are looking into tried and tested, transparent processes in IT Service Management. The aim is to industrialise IT operations by standardising and automating operations as far as possible. The basis for this in many cases is the ITIL® (IT Infrastructure Library®) best practice framework. Organisations’ efforts are often still isolated and on the whole are limited to individual areas such as the service desk or change management or to internal silos (desktop area / computer centre) and on optimising workflows within them. What is lacking in many places is a strategic superstructure which brings the individual projects in IT Service Management (ITSM) together and coordinates them towards achieving a common goal.
This is why MATERNA developed its “Service Excellence” consulting method. “Service Excellence” is a modular consulting method for Service Management. It provides the professionalisation which IT organisations are aiming for and is also an ideal accompaniment for structured preparation towards ISO 20000 certification. “Service Excellence” is based on MATERNA’s many years of experience with IT processes, their comprehensive technical know-how and on the results of numerous studies and customer surveys.
The “Service Excellence” method enables you to recognise and implement your customers’ requirements quickly. The focus of “Service Excellence” is thus on developing the IT organisation from a reactive into a proactive IT service provider. In this way the IT can establish itself as an important partner for the other specialist user departments.
MATERNA helps companies to define and deploy a long term strategy. This allows existing resources to be used in the best way and makes it possible to increase the IT’s contribution to adding value to the organisation.
When determining how to proceed, MATERNA is oriented to established standards for structuring the ITSM processes and tasks. MATERNA’s big picture always follows a comprehensive approach as required in ISO 20000. While implementing this big picture, best practices along the complete service lifecycle are taken into consideration as documented in ITIL® V3. In addition to the service lifecycle, “Service Excellence” also addresses continuous improvement processes. All in all “Service Excellence”, together with the service lifecycle and continuous improvement, covers two of the central concepts in ITIL® V3 and the contents are also based on the five core publications (disciplines) in ITIL® V3: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
“Service Excellence” considers all of the elements in an IT organisation which are coordinated with each other and have to interact in order to provide excellent IT service quality. These elements have to be taken into account integratively and are known as dimensions. The relevant dimensions here are the processes, the organisation or people and the technologies.
Figure: The roadmap for “Service Excellence” comprises five disciplines and different levels of maturity.
Downloads
References (excerpt)
- FIDUCIA IT AG
Comprehensive management consulting and implementation support for the IT Service Management strategy
- prosystems IT GmbH
Comprehensive ITIL® implementation is more than just process quality
