IT Service Design & Management Optimization - Among the important questions facing organizations, is how to leverage information technology and infrastructure to support the overall strategic goals of the corporation, effectively and efficiently. The ability to match business requirements with availability requirements, forms the foundation of Collabera's IT Service Design & Management services, thereby allowing for an improved service-design package formation, alignment to businesses, and development of operating and service-level agreements.
IT leaders look for ways and means to improve the overall quality associated with services delivered to businesses. While many people think of IT as merely collections of hardware, software and their associated solutions, Collabera understands and promotes development, re-engineering, and optimization of processes, necessary to manage today's computing environment. From mainstream processes - such as incident and problem management to more complex demand and capacity management - Collabera leverages several frameworks such as ITIL, CoBIT, Six Sigma, and CMMI, to help build catalysts by which organizations improve and mature their IT management processes.
For most organizations, the primary interface point between users and the IT group, is the Service Desk. The Service Desk becomes the nexus between several IT management processes such as change, configuration, incident, problem, and availability management. While most organizations are very adept at primary processes involved in Service Desk incident and problem management, many organizations can improve the quality of service delivered by understanding how the Service Desk can leverage all the information and tools available to it, through IT service management. Using Collabera's process framework, organizations are able to quickly see the interface points, roles and responsibilities, skills and associated staffing, measurements and metrics, and tools necessary to fully optimize the Service Desk.
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