ITSM

IT Service Management according to ISO/IEC 20000

Versa Systems as the consulting company and system integrator in the field of business consulting services we offer our customers professional assistance in IT Service Management implementation – ITSMPaket.
Do you want to achieve the quality improvement of your IT service delivery and support? Do you want to be more-competitive in providing of outsourcing and at the same time optimize your expenses? We can help you to build-up IT Service Management exactly to fit your company on the basis of internationally recognized standards and ITIL best-practices.

In the majority of companies, the IT serves as an instrument for business support, its effective and efficient development.

More and more the companies are realizing that the IT/IS technology and infrastructure alone doesn’t need to be the source of the quality improvement of IT service nor the improvement of companies’ business results.

WHAT IS ITSMPAKET?

ITSMPaket presents the implementation of IT Service Management. It provides to the customers the proof that the level of delivered IT services meets the international standards.

The implementation of ITSMPaket serves as a starting condition for the successful certification of IT Service Management in compliance with ISO/IEC 20000.

Our consulting services come from the quality ICT process mangement but at the same time we make provision for the customer’s requirements. We always manage the implementation on the basis of a project which has several essential milestones. The initial analysis is the necessary starting point of every ITSM implementation project. The purpose of the initial analysis is to evaluate the status of ITSM in organization, including the status of process management according to ISO/IEC 20000 standard’s requirements. According to analysis’, results we will design for you the schedule so you will know what you have to do to be able to successfully implement all processes according to ISO/IEC 20000 standard and subsequent certification. The design of the process model including the linkage between processes, the creation of necessary documentation and assistance in implementation, measuring and analysis of individual processes in practice, all of these is a part of implementation procedure.

What ITSMPaket offers?

• IT Service Management implementation at qualitatively higher level according to ISO 20000 requirements
• the creation of IT Service Management
• setting of individual IT process’s parameters according to standard’s requirements, above all:
  • service desk
  • incident management
  • problem management
  • change management
  • service level management
• assistance in implementation of ITSM procedures on the basis of ITIL“Best practices”
• assistance in determination of metrics and objectives of the provided IT services, including the objectives and metrics of each individual process
• creation of necessary documentation according to standard’s and organization’s requirements
• assistance in ITSM implementation into practice
• assistance in internal audits operating
• guaranty of a fixed price for delivered consulting services
• individual approach of the consultants
• minimal burdening of company’s employee
• fulfillment of basic training for company’s employee

TIME DEMAND FACTOR AND PRICE

The overall time consumtion of activities mentioned above depends on the customer’s support and cooperation (workplaces retrieval, course of activities according to approved work schedule, etc…). Usually you can achieve the IT Service Management implementation within 4 – 10 months with regard to process complexity and size of organization.
We will gladly prepare for you the concrete price quotation just give us a call!

ITSMPAKET CONTRIBUTION

• Certificate proves that company has managed, controlled and certified processes which correspond with the international standards and ITIL’s “best practices”.
• You will gain the competitive advantage against your competition.
• By ITSM implementation you will better understand the individual processes, the structures among them and roles which participate on each procedure. It will be easier to set parameters (metrics) which determine the efficiency of individual procedures.
• Management and reduction of total expenses for supplied IT services.
• More flexible and faster adaptation to customer’s requirements.
• Streamline of activities for providing the IT services.

ITSM – WHO IS IT SUITABLE FOR?

ITSM is suitable for every organization which offers, delivers, operates or needs IT services within the scope of corporate processes. The fundamental ITSM aim is providing of the efficient and at the same time quality IT services to customer – external but also internal. ITSM is suitable where corporate processes are closely associated with IT support.

ITSM – WHEREOF ORIGINATES?

ITSM is procedurally oriented platform for IS Service Management which was standardized by two complementary standards ISO 20000-1 and ISO 20000-2. These standards define the basic requirements and also give the basic guide for ITSM implementation.
But for successful ITSM implementation and efficient operation of this system it is not enough to fulfill the standard’s requirements. It is necessary to implement the system also at operational level. The ITIL is most often used for this purpose.

ITIL LIBRARY - WHAT DOES IT MEAN?

ITIL or IT Infrastructure Library was created in Great Britain as a library of the best processes for IT Service Management. This library spreads worldwide and now serves as a support for standards of series 20000.
For implementation and certification purposes according to standard ISO 20000 are used 2 from 8 ITIL library packets (Service Support and Service Delivery) in version 2 which make up the foundations for IT Service Management. The latest version of ITIL, version 3, is also used as a good source of best practices for implementation operational procedures in ITSM.
The standard requires the process implementation even in the areas which are not solved in ITIL at all (e.g. human resource management) or are solved only marginally (management of the development of ICT services).
Some activities which are according to ITIL parts of individual processes whould be according to standard separate process areas (e.g. management of documentation, process audit, monitoring and process measurement).

THE BASIC STRUCTURE OF ITSM ACCORDING TO ISO/IEC 20000-1

• ITSM requirements
• ITMS application procedures
• Operating directives and procedures – ITIL “Best practices” – Service support x Service Delivery
• Internal processes, procedures and standards for ICT