IT Services Management

14 YEARS OF SUPPORTING BUSINESS IT SERVICES

Information Technology Service Management (ITSM) is a different approach to managing technology for business. Unlike in the IT Managed Services approach, the focus of ITSM is on the quality, continuity and continual improvement of services provided by the IT Infrastructure to the business units and users.

IT Services Strategy Planning

At the core of a well-running IT Infrastructure, there is always a good strategy and planning effort to find and establish the best suited IT Services. Our team helps you and your business spend less time thinking about what’s next in preparing your IT to support the business. 

We catch up regularly with our customers to make sure they make the best decisions when there are changes in the business layout or when improvements are sought by implementing new business applications and platforms.

Even the common IT  services and IT service providers differ greatly and need to be chosen carefully to align with the real business needs.

IT services strategy meeting

IT Security Management

Today’s technology is fantastic and IT Services can really make a difference in how we run our businesses and how profitable they are. But, at the same time, the same technology can be used by malicious people or groups of people for nefarious purposes – from theft of information to shutting down services, from deleting files to locking you out of your computer network until you pay a hefty ransom.

The biggest threat is not a virus or phishing email but failing to understand how everything works in an environment where technology becomes increasingly complex and how real protection must be implemented. 

The security of your IT Services mostly depends on how the people, the policies and procedures around IT work together so that ultimately, your preventative measures and your protections keep the business safe.

IT Services budget control

IT Cost Management

Keeping IT services within budget and under control is always a challenge from an investment perspective and ongoing operations. With business processes relying more and more on technology for automation and resilient operations, the budgetary effort may easily spiral out of control and requires extra attention.

Having control over IT spending not only benefits the company’s bottom line but makes it possible to plan future investments in automation and infrastructure improvements. This way, the return on investment in IT is higher, and the business team can be confident operations will improve continuously.

 

IT Services Catalogue

The simplified generally accepted definition of a "Service Catalogue" is a list of services provided or received by an entity (organization, customer, individual, etc.) that includes some or all the details necessary to maintain an accurate record.

In our case, we maintain an IT Services Catalogue to define the list of services a business generally receives from various technology providers for managing, maintaining and supporting said services to help enterprises better manage their technology footprint.

The Services Catalogue helps businesses have a more straightforward relationship with IT organisations by enabling a common language regarding technology.  It also helps by allowing the IT to better manage various sections of the IT infrastructure by creating the framework to categorise, manage, and automate the management of incidents and change requests in an ITSM environment.

Our IT Services Catalogue is not a list of services we provide as an IT provider, but a list of services we manage, maintain and support, on behalf of our customers. It is an important distinction we decided to make because this simplifies our relationship with our customers: we manage all our customers' IT services, even when we are the provider of said services. 

Covering everything required to manage the local network, as well as Internet connectivity, security and resilience. This critical IT service needs to be monitored and optimised for all the other services to function. 

The IT Service Management related to server systems, from server racks and UPS systems, server hardware and operating systems, virtualization and  containerization required to ensure this layer of infrastructure is up to the demands.

File sharing is an important IT service allowing employees to collaborate on documents and share information quickly and without fuss. It requires good security policies to protect against malicious attacks such as viruses and ransomware and efficient configuration for ease of use.

With an increasing online presence demand due to the shift in focus towards online marketing, the domain registrations and DNS setup, as well as correct configurations of web hosting is increasingly needed. Many companies tend to regard this as a lower importance IT service, with negative results in marketing and sales.

Companies now use various online messaging platforms, from SMS to Skype and even Facebook messaging. The same requirements and support needs are in place as any other service from techology.

Email services have become the backbone of communications for most businesses, irrespective if it is about internal or external – emplaoyees need to communicate between themselves as well as with customers and suppliers. Well managed email communications keep a business in touch with the world and efficient.

The need to research and gather information from the enormous pool of the Internet requires proper configuration, fast connections and good security practices. With many applications now in the cloud, the Internet browser has become a central element of the user experience, which makes this another important IT Service.

With the onset of VoIP and cloud-based Unified Communication Systems, telecommunications have completely become an IT Service, hence subject to IT Service Management activity.

Irrespective if they are provided by an external third-party or installed on one of the servers or hardware devices owned by the business, Business Applications are yet another service provided by technology and require continuous support and management. 

The ongoing maintenance and support of printers and scanners may be sometimes provided by the suppliers themselves. But, like with many other managed services, the direct business unit and user support falls under the IT Service Management control.

Since the onset of the COVID-19 pandemic it has become clear that Remote Desktop Services are an important part of the IT support activities. Ensuring service continuity, security and fast recovery in case of incidents is of outmost importance.

Sometimes part of the telecommunication services, other times completely separate and relying on third party services, video conferencing requires many times special attention, in order to support business processes and communications.

We consider Business Resilience to be one of the critical services provided by IT to the business. Just imagine what would happen if technology services were not provided continuously or would require days to recover from a disastruous event.

Yet another critical service provided by the IT infrastructure, allowing users to access all the business resources and applications in a secure manner and with the appropriate permissions.

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