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Home page / NES Services / Standard Service Packages / IT Service Management Suite

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IT Service Management Suite comprises several service element in line with PMP project management and ITIL:

Business Needs Assessment

• The objective of the business needs assessment is to examine the requirements that the services of the IT organization have to meet and to determine objectives related to several perspectives. Seven perspectives will be evaluated: Planning, Customer, Employee, Supplier, Financials, Communication and Security

IT Service Management Quick Check

• The objective of IT Service Management Quick Check is to briefly check the current state of IT service management processes against best practices (ITIL). The Quick Check is not an assessment with the determination of a maturity level, but a comparison of the processes amongst each other to identify areas with the highest optimization potential.

ITIL Assessment

• The objective of the ITIL Assessment is to check the current IT service structure and organization against the best practice framework ITIL and to determine the process maturity level. This includes goals, services, processes, interfaces, roles, responsibilities and quality assurance

Voice Operations Cost Analysis

• The objective of the Voice Operations Cost Analysis is to objectively analyze the current operations costs for your entire voice infrastructure and to assess them against the benchmark. Based on the result options to reduce the operations costs will be discussed

IT Strategy Workshop

• The objective of the IT Strategy Workshop is to reach an alignment between the business goals and the IT strategy, to derive IT goals and adequate measurements regarding IT services, processes, sourcing, security, applications and infrastructure.

Redesign IT Service Catalogue

• The objective of the Redesign IT Service Catalogue is to delineate and to define the IT Services of your IT organization. For this the requirements of the business departments will be analyzed, suitable IT services will be described and optional pricing models will be developed

Make or Buy Decisions

• The objective of Make or Buy Decisions is to investigate different sourcing scenarios for the operation of ICT solutions and to develop a solid basis for deciding whether operations should be run by the in-house IT organization or by a specialized partner.

SLA Development & Definition

• The objective of SLA Development and Definition is to analyze the requirements that Service Level Agreements (SLAs) have to meet with respect to future scenarios and to develop and define an adequate SLA structure including underpinning contracts and operational level agreements.

Due Diligence

• The objective of the Due Diligence is to prepare the takeover of operational responsibility for ICT Solutions. o This includes checking of sites, networks, systems, applications, third parties, assets, service processes and optional staff transfer against information exchanged during the bid process.

Redesign IT Service Processes

• The objective of Redesign IT Service Processes is to analyze the requirements that the operation of future scenarios has to meet and to develop or redesign the necessary operational and strategic IT service processes. Recommended basis for the design of IT service processes is the best practice framework ITIL

Drawing up Operational Concept

• The objective of drawing up Operational Concept is to provide the essential information for the operation of ICT solutions (e.g. on the basis of OpenScape Voice) in a succinct form. The Operational Concept is the leading operational document. On this basis different process definitions, as well as role-specific working instructions and technology-specific operation manuals will be derived.

IT Process Implementation

• The objective of the Process Implementation is to implement and to roll-out pre-designed processes to regular operations within the possibilities of the in-house IT organization and/or the external service partners.