Service Management

Service Management can help organizations reduce complexity, reduce costs, and lower the risk of business disruption by enabling predictable service delivery and transparency in how services are delivered to the business. Service Management is a discipline that is widely used for managing large, medium and small scale systems and projects. Service Management is targeted towards the customer and is considered a consumer-friendly approach to managing a wide variety of services.

Governance

Proper governance methodologies provide managers, auditors, and users with a set of generally accepted measures, indicators, processes and best practices to assist them in maximizing the benefits derived through the use of information technology and developing appropriate direction and control in an organization. Implementing proper governance methodologies can help an organization improving their processes, thus gaining and maintaining control over its processes. Our services include but are not limited to:

  • Strategic planning
  • Risk analysis
  • Resource analysis

Organizational Changes

Change is a common thread that runs through all businesses regardless of size, industry and age. Our world is changing fast and, as such, organizations must change quickly too. Organizations that handle change well thrive, whilst those that do not may struggle to survive.

The concept of "change management" is a familiar one in most businesses today. But, how businesses manage change (and how successful they are at it) varies enormously depending on the nature of the business, the change and the people involved. And a key part of this depends on how far people within it understand the change process.

Project Management

Project management is the discipline of planning, organizing, and managing resources contributing to the successful completion of specific project goals and objectives. Good Project Management discipline can ensure investment projects are delivered efficiently and as planned. Our services include but are not limited to:

  • Project evaluation
  • Architecture, design and solution implementation
  • Development, execution, and control of projects

Process Capability Assessment

There are many internationally-recognized standards to evaluate process capability; the best ones are based on the ISO/IEC 15504 standard. Internationally-accepted standard for process assessment, the ISO/IEC 15504 standard defines an assessment method that can be easily adapted to different process frameworks – TIPA® and COBIT® both take advantage of this flexibility by creating a framework that can support process assessments. Our services include but are not limited to:

  • Capability assessment
  • Verifications
  • GAP analysis, identification of improvements, and budget analysis
  • Process analysis and integration

Standardization and Management Systems

Governing and managing the services has become a major issue for the survival and the success of organizations, whether large, small, private business or in the public sector, and both for the customers and the suppliers of these services. Experts from internal and external suppliers of services from all over the world have contributed to develop an internationally recognized set of best practices now commonly known as Service Management standards.

The publication of the ISO 9001 standard has provided a mean to best manage quality products. In 2015, this standard was updated to include also the insurance of quality services.

The ISO 31000 standard establishes several principles that need to be satisfied to make risk management effective. It also defines a framework whose purpose is to integrate the process for managing risk into the organization's overall governance, strategy and planning, management, reporting processes, policies, values and culture. Risk management can be applied to an entire organization, at its many areas and levels, at any time, as well as to specific functions, projects and activities.

With the publication of the international standard ISO/IEC 20000, Service Management made a major step forward. ISO/IEC 20000 sets a standard for the quality of the provision of services to be used by suppliers and customers of these services.

ISO/IEC 27001 provides a set of requirements for information security management. ISO/IEC 27001 provides recommendations on information security management for use by those responsible for initiating, implementing or maintaining Information Security Management Systems (ISMS).

ISO/IEC 27002 is an information security standard and represents a code of practice Information security is defined within the standard in the context of the C-I-A triad; preservation of the Confidentiality, Integrity, and Availability.

Our services include but are not limited to:

  • Conformity assessments
  • Preparation prior to a certification
  • Workshops on ISO 9001, ISO 31000, ISO/IEC 20000, ISO/IEC 27001, ISO/IEC 27002, and more

Technology Services

Tools – Asset Management, CMDB, Change Management, Request Fulfillment Management, Knowledge Management, Service Desk and other Management tool Modules:

  • Requirement Definition
  • Configuration
  • Custom Development
  • Implementation
  • Upgrades, Migrations and Integrations
  • Process Design and Development