Providing operational IT services to all users requires certain capabilities (infrastructure, application), for which people with the appropriate skill set and behavior are required. A number of service delivery processes need to be implemented as well as supported by the appropriate organizational structures and ITSM tools, showing how all enablers are required for successful service delivery.
Our role is to help enterprise to organize its IT function in order to deliver IT services in line with business requirements. We optimize, reorganize and build process for IT organization using IT governance practices such as ITIL and COBIT, we implement KPIs and define IT services catalog with appropriate contract conditions and SLAs.
We evaluate the current maturity of IT processes, develop maps of target state processes, define roles and responsibilities and key performance indicators. We support our clients throughout the implementation of the designed process organization in order to increase the operational effectiveness of IT.
We define overall vision of IT tools supporting IT processes in scope of configuration management, service management, enterprise architecture and issue and project tracing. We define functional requirements, support selection process and provide quality assurance services for implementation.
We help to work out best possible high-level IT service model for the organization, as well as provide operational consulting in the area of IT catalog definition with appriopriate SLAs and billing mechanisms and optimize IT purchasing processes and strategy.
Application architecture it’s description of the logical grouping of capabilities that manage the objects necessary to process information and support the enterprise’s objectives.
We assessed the role of IT in individual companies of the capital group, identified business processes supported by IT with a evaluated the level of this support, and then determined target model of the IT organization focusing on planning and IT development function and service delivery for end users.
We prepeared process model for the target IT shared services organization which included definition of the key IT processes and service descriptions for each process. The project also included the training and certificcation of customer IT staff in scope of enterprise architecture and IT governance to ITIL Expert level.