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Effective IT Service Level Management enables organizations to better align IT to business objectives, adhere to service level agreements (SLAs) and improve overall quality of services. IT actively supports corporate aims by offering services that are based on efficient principles and essential ITIL processes. Therefore, first-rate IT Service Management should always be considered a profit generator, never a cost burden.

Improved Service Quality
The introduction of a consistent set of processes will highlight potential weaknesses in previous and current operations.  This encourages pro-active improvements.  Shortened resolution times, better management control, more reliable IT services, and the implementation of permanent solutions to formally acknowledged problems are just some of the many ways IT Service Management can revolutionize your IT services.

Cost Reduction
By applying Service Management Best Practices to your IT operations you can access the various ways to better cost control and cost reduction.  A lower Total Cost of IT Ownership (TCO) can be achieved through increased efficiency and productivity, lower incident volumes, faster incident resolution, and less business disruption due to service failures.

Pro-Active IT Management
It is not enough to simply maintain the IT infrastructure and adjusting / upgrading only after the need has arisen.  Today’s IT managers should possess the skills to support the success of the entire business by planning ahead and pro-actively shaping the IT business environment.

Benefits of Improved IT Service Management Processes

  • Aligns IT services to present and future needs of the business and its customers
  • Better accessibility to services for users through a single point of contact
  • Speedy responses to customer inquiries and complaints
  • Improved team work and communication
  • Better identification of areas requiring improvement
  • Pro-active approach to service provision
  • More favorable perception of services provided
  • Improved quality of IT-related information for optimal management and decision-making
  • Reduced impact on the company’s business activities
  • Better management and control over the IT system’s infrastructure
  • More effective and efficient usage of resources related to service provision and subsequent cost reduction potential
  • Higher IT system users’ productivity due to reduced down times
  • Improved first line resolution rates
  • Enhanced customer care and higher customer satisfaction
  • Improved control of SLA performance
  • Strengthened IT infrastructure
  • Eradicate loss and inconsistent records of information, incidents, and customer inquiries
  • Reduced numbers of incidents
  • Discovery and implementation of permanent solutions
  • Systematic and consistent approach to all processes

The PCS Advantage
PCS’ highly skilled consultants have extensive experience in reviewing, recommending, and implementing IT Service Management best practices for large IT organizations working in decentralized/centralized mode with multiple IT Service Providers.

Below are some of the areas where PCS can assist:
Service Support
  • Service Desk
  • Incident Management
  • Problem Management
  • Asset and Configuration Management
  • Change Management
  • Release Management
Service Delivery
  • Service Level Management
  • Financial Management of I.T. Services
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
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