IT Service Management

IT Service Management Solutions and Services

ITSM drives business value by helping companies align their information technology with business practices. In Service Centrix we certify many IT professionals in ITSM methodologies and implement ITIL®-based solutions for our customers. Our expertise and vast experience prepare and guide customers in their ITSM journey. We offer the following services and solutions:

Process Awareness Initiation

For customers seeking to introduce an awareness of current organizational practices and map them against ITIL® Service Management processes. This assessment is for the organizations which are in the beginning of their ITIL® processes implementation. Key deliverables of this assessment are:

Service Centrix-facilitated one day workshop and survey
Compare IT services and ITIL® processes against organization business needs
Identification of potential strengths and weaknesses in the delivery of reliable IT services and service management processes
Introduction to ITIL® processes
The main deliverable of this workshop is a presentation of findings showing general pros and cons in the organization and roadmap build with short- and long-term goals

Process Assessment

For customers seeking a comprehensive end-to-end assessment of their IT Service Management processes. Key deliverables are:

In-depth process assessment of the effectiveness of IT Service Management practices underpinning the reliable delivery of key business solutions
Comprehensive examination of ITIL® assessment criteria, covering chosen by customer ITIL® processes
Number of interviews with appropriate Customer staff and follow-up data-gathering (cross-validation)
Tool implementation and usage assessment (gap analysis between organization processes and tool implementation)
ITIL processes Metrics and KPI assessment
Evaluation based upon maturity matrix
Detailed report and numerical baseline scoring to drive and measure service improvement
Formal presentation of findings

ITIL implementation

Our consultants will help you in implementation of best service management practices together with your current organizational practices. We will adopt and adapt the best service management practices to match your organizational needs. Key deliverables of the implementations are:

In-depth process assessment of the effectiveness of IT Service Management practices
Comprehensive examination of ITIL® assessment criteria, covering chosen by customer ITIL® processes
Number of workshops with appropriate Customer staff and follow-up data-gathering
ITIL® processes metrics and KPI definition
Tool implementation logical to physical mapping
Process design document including swim lane diagrams, process step by step description, roles and responsibilities definition, RACI matrix, glossary of terms, etc.
Formal presentation and acceptance of designed processes

Our process implementation consulting services can be used independently for detailed process design to have full control during the process implementation into the ITSM tool. We also offer tool implementation based on products from Microfocus, Atlassian, EasyVista and other vendors.

ITSM tools implementation

ITSM toolsets help your organization in meeting your challenges of providing key IT service support and delivery. Through best-in-class tools to support tracking and resolving incidents and problems, implementing change requests and fulfilling service requests we enable IT to work with embedded best practice that will evolve with the demands of your business. Key deliverables of the implementations are:

Physical to logical mapping of existing processes into tool implementation of all processes
Tools installation and configuration
Integration with e-mail
Integration with Active Directory for authentication and data user data replication
Integration with HR systems, SAP, IP Telephony, etc.
Incident Management customization
Problem Management customization
Service Asset and Configuration Management Configuration and integration with CMDB and Discovery tools
Change and Release management configuration
Service Request Fulfillment configuration and customization
Service Level Management process implementation and notification messages definition
Views and Reports Definition (according predefined KPI’s)
Report build into different Reporting Services
Installation of CMDB and Discovery tools
CMDB and Discovery tools fine tuning
Service Tree build and implementation into CMDB
Integration with the existing Resource Time Management tool
Integration with Remote Control tools
Project management activities

Service Catalog

Creation of Business Service Catalog is a first step in building trust relationship between the business and IT in the company. Business Service Catalog represent all services IT provide to the business. On the other hand, Technical Service Catalog helps to identify all supporting infrastructure components and what will be the impact in case of a failure. It helps to build end-to-end accountability for service provisioning and put the fundament for successful OLAs and UCs. We will work together with you to build an effective Service Catalogue that fully align with your organization’s requirements. Our approach includes:

Define all business visible services;
Develop extensive service descriptions, including service usage, business and technical owners of the services, relationships between business and technical services, maintenance windows, freeze periods, etc.;
Build full functional Business Service Catalogue and Technical Service Catalogue
Mapping between Business Services and Technical Services in the organization
Implement Service Catalogue into internal SharePoint portal of the organization which provides following benefits:
Visibility through the organization
Granular access depending on the user roles in the organization
Representation of the ‘life’ catalogue services and the services which are part of the pipeline of the organization – covering full organizational service portfolio – live, development and retired services
Easy search and navigation
Easy modification of the catalogue information by catalog administrators

IT Governance Consultancy

Enterprises have many reasons for implementing an IT Governance framework. COBIT 5 and ISO 38500 are frameworks for the governance and management of enterprise IT. They incorporate the latest thinking in enterprise governance and management techniques, and provide globally accepted principles, practices, analytical tools and models to help increase the trust in, and value from, information systems.
Key deliverables of the implementations are:

Number of workshops with appropriate Customer staff and follow-up data-gathering for maturity assessment
Gap Analysis report generation
Templates preparation
Procedures build
Incorporating into management and operational practices of the organization
Post-implementation audit (1 year after implementation) including adoption report

ISO 20000 certification

ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services.
Implementation of ISO 20000 brings with it many benefits and advantages. These will make differ from organization to organization. However, the following list is a pretty good representation of the common results:

Maturity assessment
Gap analysis
Scope definition and negotiation with standardization body
Template creation
Fulfillment of the templates
Process build and customization according the customer’s needs
Clarification of the minimum standard requirements
Establish Service Management System
Certification pre-assessment
Certification

ITIL training

We believe that a combination between theory and practice is vital for the successful delivery of our services and for maximizing the value for our customers. Therefore, our trainers combine knowledge and certifications in ITIL® with implementation practice. They are certified to provide all ITIL® trainings of all levels of expertise and are ITIL implementation consultants with comprehensive hands-on experience in process implementation in various industries. We deliver trainings in many countries in Europe and Asia and have trained more than 5000 professionals in ITIL®. The results of the successful exam pass rate of our students are 10-20% higher than the average for the industry in Europe (based on the statistics of PEOPLECERT). Service Centrix is an ITIL® Training Organization accredited by PEOPLECERT.

You can find more information about our schedule on TRAINING CENTER.

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Universal Discovery & CMDB

UD & CMDB

Universal Discovery (UD) software combines the automation of inventory discovery and dependency mapping. Universal Discovery assists with incident, problem and change manage-ment, as well as asset management, business service management and transformation projects.

Universal Discovery delivers key technology that offers end-to-end IT visibility through a combination of agent, agentless and passive deployment. The discovery engine allows customers to easily gather detailed asset and configuration item (CI) information for specific servers and the applications running on them, as well as inventory and software utilization information

Universal Discovery explores assets and configuration items (CIs) from layer 2 through layer 7 of the Open Systems Interconnection (OSI) model, as well as deep-device and application-spe-cific information. Importantly, it also explores and maps the relationships between these elements beyond the traditional uses and contains relationship types. It is object-ori-ented, allowing specific CIs and relationships to be discovered.

IT Service Management