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ICT service management is a generic framework for optimising the delivery of cost-effective ICT services through best practice leading to better business quality and user satisfaction.
ICT service management comprises a number of complementary disciplines and processes which work together to achieve three fundamental objectives in an organisation:
- Effective management of the quality and quantity of delivered IT services
- Improved communications between the ICT team and customers
- Provision of value for money ICT.
ICT service management represents a move from a system/ infrastructure based approach to a business-focused service culture. Good ICT service management, therefore, is the key to unlocking ICT benefit potential and delivering true customer satisfaction.
AiM provides a full range of services in ICT service management. Our highly qualified team are experts in the ITIL® best practice (IT Infrastructure Library), FITS (ITIL® in schools), MOF (Microsoft Operations Framework) and ISO20000 ICT service management standard, and will help you decide the best way to improve your service management provisioning. Services include:
- Benchmarking current status of ICT service management
- Adopting or improving any or all ICT service management disciplines ITIL® v2
- Implementing a full lifecycle ICT service culture (ITIL® v3)
- Achieving ITIL® and/or ISO20000 compliance
- Evaluating and recommending suitable support tools, metric regimes and management reporting systems
- Procuring service partners, insource or outsource certain aspects of your infrastructure or delivery organisation
- Improving service introduction for projects.
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