Optimising the delivery of cost-effective IT services through best practice leading to better business quality and user satisfaction What is IT Service Management? IT service management is a generic framework for 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 IT team and customers
- Provision of value for money IT.
IT service management addresses each of the threads of a quality service and represents a move from a system/infrastructure based approach to a business focused service culture. Although a high proportion of the lifetime costs of a new IT system or infrastructure fall within the development stages, payback in the form of benefits and return on investment — such as new business opportunities, higher productivity, lower risk and reduced total cost of ownership (TCO) - can only be realised once a system or network is implemented and functioning in the live environment. Good IT service management, therefore, is the key to unlocking this benefit potential and delivering true customer satisfaction. What are ITIL® and ISO20000? The growing importance of IT service management to organisations has been recognised by two international approaches — ITIL® and ISO20000. ITIL® - the IT Infrastructure Library - is a best practice approach to the cost effective and efficient management of IT infrastructures. It comprises the key modules set out below. The essence of ITIL® is often seen as the service support and service delivery modules, which are also the focus of ISO20000 and well established professional examination, training and benchmark assessment schemes. ISO20000 (formerly BS15000) is the international standard specification in service management. Closely linked with ITIL® , the standard provides the official benchmark for organisations to aspire to and become certified against. ^ top of page AiM Services in IT Service Management We provide a full range of services in IT service management. Our starting point is often an assessment to benchmark the status of your organisation against ITIL® or ISO20000 and help you decide the best way to improve your service management provisioning — adopt and adapt. Whether this be in certain service management disciplines, or on a wider horizon through a service culture change programme. We can help you devise compelling business cases for service management action; enhance, design, implement and integrate service management strategies and processes; devise a suitable metric regime and management reporting system for reviewing performance; evaluate and set up the most suitable support tools for your organisation; procure service partners, insource or outsource certain aspects of your infrastructure or delivery organisation; promote benefit realisation. We can also improve the demand and supply dialogue and optimise the IT system development, service introduction and operational handover process. ^ top of page Benefits from using AiM - Highly experienced specialists in all aspects of IT service management, service modelling, service planning and operational IT service delivery
- ISEB qualified management ITIL® practitioners
- Thought leaders in all aspects of service management and senior members of itSMF, Institute of Service Management, BSI, Survive and the Business Continuity Institute
- Pragmatic, modular implementation of ITIL® and ISO20000 based upon specific needs
- Integration of ITIL® with other standards, methods and approaches, eg BS7799, ISO9000, TQM, PRINCE2®, MSP, M_o_R™, EFQM Excellence Model, SSADM®, continuous service improvement, SEI-CMMI, COBIT®, Sarbanes-Oxley, COSO, MOF, FITS
- Trainers in IT service management.
AiM sees the key issues important to any successful deployment of IT service management as comprising: - Demand and supply engagement
- Governance and top team commitment
- Management of service culture change
- Processes and stages
- People & resources
- Metrics and reporting
- Products — support tools & technology
- Systems/process integration
- Benefits and quality
- Vendor partners and management
^ top of page | 
