Saving because of defining, measuring and improving

With the establishment of Service Management, mechanisms will be implemented that ensure the continuous improvement of the claimed services regarding costs and quality.



In many companies the definition of IT services which are decisive for the company’s business success have not already been defined precisely. In consequence of the insufficient explicit definition of the real need, it is hardly impossible to judge the performed IT accomplishments regarding the degree of performance. Many things happen on an informal level, you are dependent on the "Goodwill" of some IT experts: a standardised metric is missing to a large extent.

The other way round many IT service providers feel to be insisted to prove the use of their services and their contribution to the company’s success of the customer. The companies increasingly attend not only technological "excellence" but also the optimal and also cheap support of their business processes.

Those service aims "must" be worked out transparently together with the recipients of benefit (the IT service customers). Their obeying should be supervised afterwards together with the customers, too. This consensus regarding the expected accomplishment and the degree of performance should be written in a service level agreement (SLA) where way and size of the essential IT services are defined.

Both parties commit simultaneously on the one hand (the IT service providers) to performing the accomplishment in a determined quality (e. g. assured availability of a technical infrastructure or of applications, guaranteed response times, maximal error rates, accessibility of the help or service desk etc.) and on the other hand (the customer) to paying the performed accomplishments based on the agreed degree of performance scale.

• The effective establishment of the service management will be done methodically. Our experts will handle everything for you: Starting with the ascertainment of requirements for the new services, over proceedings with the service providers and the exact description of the awaiting service and quality up to the implementation of the service management process.

• The controlling of IT services with service level agreement has advantages
  for all involved persons.

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