IT Service Management and IT Operations
The operation and support of existing IT systems are generally regarded as the commodity part of a company's IT service landscape. For years, IT consulting has shifted IT budgets towards "change the business" versus "run the business." While the basic idea is valid, as is the demand for high-performance and highly available IT services as an essential prerequisite, every IT organization should firmly anchor the basic IT operation capabilities. Even with a high degree of outsourcing, service managers are still part of a retained IT organization for good reasons. There is also a growing awareness that in most companies, even in the cloud and SaaS age, an on-premise IT infrastructure must be retained, professionally managed, and operated in a hybrid environment.
In addition, it is important to offer adequate first and second-level support for the end users of all IT applications. This must be guaranteed both by adequate tools (ITSM platform, self-service portal, etc.) and suitable organizational structures in the IT department. Companies often lose focus on this in favor of current hype topics, which increasingly affects the productivity of IT service users.
Our services and support offering:
- Support in the conception and project implementation in the environment of ITIL, IT service management, and support organization
- Development and design of meaningful, measurable service KPIs (consulting) and associated management reporting
- Conducting a comprehensive review and optimization of the IT service organization, ensuring it's fully aligned with corporate IT
- IT support and the interface to the business (e.g., key user, business process manager, business application owner)
- Data center strategy (on-prem, co-location data center)