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TechnoLava Becomes Member of the Cloud Credential Council TechnoLava, a Maryland-based training provider in the area of Service Management has become a Member of the Cloud Credential Council (CCC) to support its mission in preparing professionals to attain the cloud certifications.
TechnoLava is a certified member of the Cloud Credential Council
TechnoLava is a Certified Training Partner of the Cloud Credential Council
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ITSM PROCESS IMPROVEMENT
CREATE A CULTURE OF CONTINUAL SERVICE IMPROVEMENT
As demands on your organization and your dependency on IT services continue to grow rapidly, it is vital that IT organizations continually evaluate and improve their IT services and the IT service management processes that enable those IT services. A formal, proactive Continual Service Improvement (CSI) practice is required to meet and achieve service agreements.
CSI should be an ongoing activity in your IT organization, with the goal of constantly measuring, analyzing, and enhancing both IT services and underlying IT processes.
IN PURSUIT OF SERVICE EXCELLENCE Continual service improvement typically involves assessing your current processes, practices and capabilities; understanding the gaps between where you are now and where you want to go; formalizing your goals in detailed improvement plans; gradually implementing the desired changes; and periodically benchmarking your progress and identifying where plan modifications and further interventions may be needed.
TechnoLava can help you improve your day-to-day operational service management procedures on an ongoing basis. We work closely with your IT and business people to determine where to focus your service improvement efforts and how to implement changes that reduce risk and boost service quality.
We assess your capabilities and risks, formulate a custom service improvement plan, define a focused approach to service improvement, provide ongoing improvement implementation assistance and help you track your progress.
ITSM MEASUREMENT AND BASELINE SERVICES If you’re not measuring, BEGIN – NOW! Measuring and reporting is one of the key activities to provide management and the business with information about the value of ITSM.
Measuring and reporting is a key improvement opportunity. One of the first improvement activities should be to identify what should be measured vs. what can be measured or what currently is being measured. Many organizations have been measuring and reporting on the same things for years, and don’t step back to ask themselves if they are measuring the right things. Measuring and reporting must be able to show the value of an ITSM program.
The
Yurbi Business Intelligence Framework helps
organizations identify relevant performance metrics (aligned with ITIL,
ISO/IEC 20000 or COBIT standards). It presents toolkits for the
management of data and reporting and dashboards for the presentation of
outcomes. Improvement initiatives are based on trending and analysis
features as well as on benchmarking data from industry peers.
Yurbi
empowers your organization to increase the ROI of your existing Service
Management applications (BMC, HP, CA, HEAT) by securely sharing it with
decision makers, partners, and customers.
ITSM AND ISO/IEC 20000 PROCESS MATURITY AND CAPABILITY ASSESSMENTS Assessments are an effective method of answering the question ‘Where are we now?’ Understanding how effective and efficient existing service management processes are or how an existing service is performing, is important for identifying the gap between where we are and where we want to be.
TechnoLava has adopted TIPA, which is a standards based Assessment Methodology. Based on ITIL Best Practices and the ISO/IEC 15504 framework, TIPA was conceived to assess ITSM processes in IT organizations of any size.
TIPA is the product of over seven years of research by a team of international researchers at CRP Henri Tudor who also worked on the ISO/IEC 15504 process assessment standard and ISO/IEC 20000 (ITSM Quality Standard). TIPA successfully combines the process assessment standard with the ITSM best practices described in ITIL.
With a view to achieving continuous improvement of ITSM processes, TIPA offers a vendor-neutral and structured framework for process assessment. The main benefit of TIPA for ITIL is that it provides an organization with an objective and structured view of the current maturity level of its ITSM practices. This helps the organization to:
EDUCATION AND TRAINING TechnoLava offers a comprehensive portfolio of educational programs to equip your staff with the necessary skills and knowledge to effectively utilize ITSM processes and technologies. We believe that education is critical to any successful ITSM program.
Our training programs provide the practical experience and guidance students need to successfully design, implement, manage and justify an ITSM program. This approach enables IT departments to transform themselves from a provider of technology to a provider of business services.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
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IT Service Management Solutions
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