Service and Asset Management

Three key principles required to acheive service management excellence include:

• Aligning the IT organization with the dynamically-changing requirements of the business;
• Improving support of day-to-day customer service; and,
• Consulting on the effective utilization of current hardware and software
  technologies.

At the foundation of every mature service management organization is a well-defined Service Management system. The Service Management system consists of a group of integrated components designed to align the organization’s planning activities to their customers’ current and future requirements, while professionally supporting their customers’ needs on a day-to-day basis.

ITIL® is the most widely accepted approach to IT service management in the world, and it does provide a cohesive set of best practices, drawn from the public and private sectors internationally. However, as a “best practice”, ITIL® only defines an ideal service management end state; it does not provide the details on how to reach that end state. In other words, ITIL® is an integral and necessary component of any service management initiative, but it is not a Service Management system in and of itself.

The components of the Service Management system include:

• Strategy -- An overall Service Management Strategy with Mission, Critical Success Factors (CSFs), and key measurements;
  
• Structure -- An organization structure with defined roles and responsibilities
  of various coordinated support levels and functions;
  
• System -- An information repository with reported incidents, planned activities, available services, assets and configurations, and measurements available to the organization and their customers; and,
  
• Process -- An integrated infrastructure of automated ITIL®-related business processes, policies and procedures, and supporting tools, technologies and knowledgebases.

The ISM Framework for IT Success^SM, encompassing the appropriate components ITIL® v3 among other industry standards, provides the ideal blueprint for establishing a world-class Service Management system. Specialiazing in HP Service Management Center, including HP Asset Manager, BMC Remedy, and CA Unicenter® Service Desk and Asset Management, ISM has the expertise and experience to streamline and optimize your service management processes, Help Desk, and asset management solutions.

Our Service and Asset Management services and solutions include:

• Assessment and Planning
• Process and Requirements
• Solution Evaluation and Technology Selection
• Solution Implementation and Deployment
• Education and Training
• Organizational Change and Communications