Service management design
IT service management designed — the catalogue, service levels, and the incident, request, problem and change processes beneath them.
Project type
Process design
Practice
IT service management
Where it reached
- People
- Process
- Information
- Technology
Where they started
Service management needed designing properly: what IT provides, the levels it commits to, and the processes behind them.
What we did
- Catalogue and service levels. Defined the services and the levels behind them.
- Processes. Designed incident, request, problem and change.
- Roles and measures. Set who owns each process and how it is measured.
What changed
A service catalogue, service levels that mean something, and processes with owners and measures — a design the service management tooling could be configured around.
Want a result like this?
Bring the situation you are in. We will tell you where we would start, and whether it is worth doing now.