Many business processes depend, for their successful development, on services provided by IT departments. In fact, one of the main objectives of this department, is to improve their availability, reduce any costs associated with technology infrastructure, increase productivity and, ultimately, to align services with business priorities.
For this reason, the use of good practices in ICT management ensures this alignment and, therefore, an improvement in business development.
ITIL Consultancy Service
Applying ITIL best practices, Amazon Group offers a broad consultancy service, adapted to each company in order to improve the IT Department's organization. This consultancy service focuses in the establishment of guidelines and guides, so that IT departments of any organization are able to improve the support and services offered to their organization. Essential to our way of proceeding is that we work together with the client to implement or assess the maturity of their already-defined processes. Our ICT Services Management consultancy service is carried out in accordance with standard UNE-ISO/IEC 20000-1:2011. This standard intends that IT services are business-oriented and, therefore, that they are offered with the maximum quality to both the Organization itself and its customers.
Methodology
ITIL Consultancy Services offered by Amazon Group are structured in the following phases:
Phase 1: Analysis of starting situation. At this stage, it's carried out an exhaustive analysis of the various technological components that comprise the organization. I.e., computer equipment is evaluated and revised, being it servers, storage and communications solutions, as well as security, back up or virtualization systems, power infrastructures or data centers.
After all IT equipment is thoroughly checked, the following aspects are discussed together with the client:
- Diagnosis of the services offered by the organization.
- Organization and degree of compliance to ITIL processes.
- Tools for monitoring and control of current services.
- Requirements necessary to achieve processes carried out under good practices.
Phase 2: Define a model. Having analyzed the start situation and located any improvement aspects, it is to detail the recommended actions to correct the detected deficiencies. We will define a model of action that comprises:
- GAP´s Analysis
- Recommended ITIL processes to be implemented in the organization.
- Tools to support the processes.
- Resources of the Organization to ensure their own success.
Phase 3: Define an implementation plan. According to the analysis, and with the aim of mitigating the detected GAP´s, it's done the following:
- Plan the implementation of the improvements provided.
- Prioritize based on the reported benefits.
- Definition of indicators and monitoring mechanisms to ensure success.
Phase 4: Results delivery. The findings will be presented in subsequent meetings with the client, and a resolution framework will be established if necessary.
Benefits for your organisation:
- Effective integration of IT strategy with corporate strategy
- Increased customer satisfaction
- Improved management and control of IT services
- ROI - improvements in IT service delivery and support
- Continual Service Improvement programmes in place to ensure IT services remain aligned to business requirements