The purpose of this activity is to ensure high-quality, service-based and cost-effective IT operations, tailored to general business demand and the needs of specific organizations, while staying in line with ITIL guidelines and offering exemplary solutions.
In the context of IT Service Management, KÜRT undertakes to effectively address the following symptoms:
- Business areas are dissatisfied with IT services, regarding the slow, unreliable and somewhat redundant, or the expectations towards IT are simply increasing.
- IT is considered to be the money pit of the organization, for obscure purposes.
- From the continuous measures taken for increased efficiency and cutting costs, IT only takes part in the latter.
- The IT staff is tense and stressed out, which is reflected in high fluctuation.
- IT-related issues are discovered by the clients.
We propose to achieve these goals by tailoring the approach and processes of ITIL (IT Infrastructure Library), which is the collection of best practices implemented at both small enterprises and large corporations, to the needs of individual organizations. Due to its origins, ITIL can be applied to all organizations, and is sufficiently modular for continuously realizing earlier benefits through the introduction of different modules. Therefore, results become visible before all modules are introduced, or even after the implementation and practical application of important criteria.
The following main aspects are taken into account in order to achieve the objectives of IT service management.
- Development of a one-gate (security) incident management (Service Desk)
- The earliest possible restoration of damaged services
- Reducing the number of incidents through proactive means of problem solving (emphasizing prevention instead of solution)
- Up-to-date inventory of the organization’s IT resources (software and hardware) and their relationship, i.e. the creation of a service catalog
- Emphasizing information technology as a service organization (operation in line with business needs)
- Ensuring the continuity of IT services
- Development of a service level agreement (SLA)
- Controlling the process of change and configuration management
