Service Management Improvement
Service Management and Improvement encompasses many aspects of Information Technology. his includes strategy, performance, suitability, sustainability, support, and reporting. Services are derived not only from products but also the abilities used to implement solutions. Solutions are the answers to problems that businesses and organizations face in today’s market.
Experts that have been able to work with these solutions are what companies and organizations rely on in order to take their business to another level. IT GURUS OF ATLANTA is a solution provider which prides itself in the ability to not only perform service based solutions, but also product based solutions. The expertise, experience, and educational background of IT GURUS OF ATLANTA staff are dedicated to the improvement and success of all of our clients.
Six Sigma provides organizations and businesses with tools to benchmark, strategize, implement, categorize, and produce results from their existing processes. Six Sigma is designed to increase performance and decrease the variations that occur from multiple process implementations from multiple sources. Six Sigma is designed to increase profits, employee morale, and improve the quality of products and services. Six Sigma quality means that a process is controlled and not balancing itself out with variations. Planning for issues while still producing results is the base for this strategy implementation.
Statistical Thinking – providing key personnel training in advanced statistics and project management. There are two fundamental methodologies of Six Sigma that guarantee success in their constant implementation and design. The first of which is called DMAIC and the second is called DMADV. Both methodologies are defined below:
This is designed to improve the existing businesses processes that are currently being used within a company or organization.
- Define the problem and project goals
- Measure the details of the current process
- Analyze data to determine the defects in the process
- Improve the process
- Control how the process is done in the future
Improvement in opportunity, and requirements:
- Project Charter
- Voice of the Customer
- Value Stream Map
Measuring process performance:
- Process Map
- Capability Analysis
- Pareto Chart
Analyzing processes and determine root causes:
- Root Cause Analysis
- Failure Mode and Effects Analysis
- Multi-Vari Chart
- Design of Experiments (DOE)
- Kaizen Event
Controlling the Improved Process
- Control Plan
- Statistical Process Control (SPC)
- Mistake proofing (poka-yoke)
This is used to create new processes and new products or services. This is the second phase in the implementation of Six Sigma and one of the most critical as it involves change.
- Define project goals and how they will change the business environment
- Measure key components in the process and the product capabilities
- Analyze the current data and develop designs for the process, then depicting the best option
- Design and test the process details
- Verify by running simulations and pilot programs to hand over process to end client
Additional resources that IT GURUS OF ATLANTA uses to implement Six Sigma tools and resources includes Gantt charts and brainstorming. We also use nominal group techniques in order to increase engagement and response from the key influencers of each department within an organization or company.
ITIL is Information Technology Infrastructure Library. ITIL is a solution of best practices and standards for ITSM, which is IT Service Management. This type of practice aligns the solutions of IT services with the needs of the business. By combining both automation and ITSM processes, is what is necessary to achieve ITIL success.
By understanding that ITIL is a set of best practices and not a tool, the concept and strategy is a lot easier to define and comprehend. ITSM processes are constantly in movement when businesses operate on a day to day basis. By aligning these processes in measuring, governing and reporting on all activities, businesses can now measure up to ITSM global standards.
Understand and provide solutions that are homed in to the business requirements, while simplifying the IT service management process.
Continued lifecycle management in the solution process and link the incidents with the appropriate solutions./p>
Revamping, evaluating, and exercising change along with controls to managing and generating change requests.
Asset management, distribution, and allocation to structure and enhance business growth along with accountability from product lifecycle of all assets.
The distribution, archiving, and educational enhancements to be adopted and enabled, which allows for key insight sourcing and sharing of experiences.
Core Benefits of IT Service Management
ITIL Service Strategy: Helps businesses develop organizational goals and objectives to prioritize customer needs.
- Strategy management for IT services
- Service portfolio management
- Financial management for IT services
- Demand management
- Business relationship management
ITIL Service Design: Offers a strategy to build a plan to deliver on established business objectives using RACI matrix, which stands for responsible, accountable, consulted, and informed.
- Design Coordination
- Service catalogue management
- Service-level management
- Capacity management
- IT service continuity management
- Security management
- Supplier management
ITIL Service Transition: Focuses on the project development and operational use of services, setting it apart from day-to- day IT maintenance.
- Transition planning and support
- Change management
- Service asset and configuration management
- Release and deployment management
- Service validation and testing
- Change evaluation
- Knowledge management
ITIL Service Operation: Offers best practices for meeting service expectations with end-users, balancing cost and finding any problems. This volume is broken into two sections – process and functions, each with their own subcategories.
ITSM and ITIL Success
They key success factors in achieving true ITSM through ITIL are not only interdependent, but also critical in order to identify, sustain, and enhance business processes and align them with IT resources. The components of ITIL are defined as the following:
- Incident Management
- Change Management
- Problem Management
- Service-Level Management
- Continuity Management
- Configuration Management
- Release Management
- Capacity Management
- Financial Management
- Availability Management
- Security Management
- Help Desk Management
- Knowledge Management
IT GURUS OF ATLANTA is a company that has over 20 years of experience helping organizations to achieve their goals of effort quantifying profit. This is now achieved with the assistance of technology.
Technology is key for any business to be successful and while there are other expensive solutions in implementing a solution, ITIL is by far a more comprehensive, diagnostic, and solution driven process. IT GURUS OF ATLANTA professionals pride themselves with expert level of achievements to assist businesses and government agencies in cutting costs while maximizing on solutions.
- Event management
- Access management
- Request fulfilment
- Problem management
- Incident management
- Service desk
- Technical management
- Application management
- IT Operations management
ITIL Continual Service Improvement
achieves services incremental and large-scale improvements using a seven-step process. The seven steps include:
- Identify the strategy for improvement
- Define what you will measure
- Gather the data
- Process the data
- Analyze the information and data
- Present and use the information
- Implement improvement