IT Service Management

Service management is still a dark horse especially in the social sector. The potential of an efficient service management is yet unused by many organizations.

Keep track of services

The existing system landscape is often underestimated at time of implementation of new services, software or hardware. Such situations can be avoided by the use of service management tools. Service management not only consists of the definition of processes and procedures. The focus is rather put on a holistic life-cycle view of services and the integration of services into the existing IT landscape.

This includes for example

  • The documentation of services: information and knowledge management, service catalog and service levels
  • The management of IT resources in a configuration management system
  • The operational service-related processes: release and deployment management and change management
  • The handling of support requests: incident and problem management
  • The structured connection and interdependencies of services within the overall organization

 

Support the service process

After the initial definition and detection of the above mentioned processes a continuous improvement approach ensures a long-term efficiency increase. The supreme discipline of service management is to link the above processes with each other after implementation and have the daily operation of these services supported. This we successfully mastered by integration of the open source product OTRS (Open Ticket Request System), lots of process experience and adaptation to the industry-specific best-practice models.

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