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Quality
of Service to the Business
IT-enabled service management is pervasive
throughout modern organizations. It is key to the success
of the IT organization, Business-process outsourcing,
Shared Service Centers and Call Centers.
Business success is
tied to an ability to deliver against the mounting expectations
of an increasingly demanding client base.
Operational
Excellence
Agilità has core competence in managing the quality
of service. From the intricacies of service level frameworks
to agreements through the nitty-gritty of underpinning
contracts and operations level agreements right through
the crisp reporting via Executive Digital Dashboards.
Agilità also understands the essentials of operations,
enabling rapid and accurate change management, whether
it is rolling out the newest killer application or integrating
the newest acquisition. We understand how to reduce
incidents of service failure and manage complex infrastructure;
failure in these areas can trip up organizations and
frustrate customers.
Business
Service Management
Business Service Management is the process of managing
IT-enabled services from the perspective of the ultimate
beneficial customer. It entails understanding their perspective
on quality and value and ensuring that the service is
designed and managed to meet that perspective. Working
across silos instead of within them.
Generating meaningful information to business customers
and executives and not just information best kept inside
IT on availability, utilization etc. This requires end-to-end
measurement against a business view. Not simple but best
accomplished through experts with one foot in the business
and the other in IT Service management. Experts like Agilità.
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Viability
of the business-IT relationship
Central to Agilità’s approach to
quality of service is the concept of viability.
An IT-enabled service is only sustainable if there
is a focus on the viability of the relationship
between the supplier and the ultimate beneficial
customer. The IT service organization as an organism.
Agilità understands how to put the right
mechanisms in place to ensure there is feeling
for impending changes in the business environment.
We understand how to ensure that the right information
is being gathered concerning the quality of the
relationship. That the moments of truth are being
adequately managed. We understand supplier management
and stakeholder management and how to make them
strengths in adaptability. |
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ITSM
/ ITIL / BS 15000
IT Service Management underpins the concept of
running IT as a business. The core processes well
defined, proven best-practice as collated in ITIL
and codified by the British Standards Institution
in BS15000. The only international standard for
IT operational excellence. A standard that Agilità
consultants understand and have implemented in
large organizations across the world. (Needs disclaimer
that ITIL is owned by OGC etc).
We deliver world class training on all leading
best practices including ITIL, CobIT, BS15000
and HDI. Over 7,000 people have been trained using
this material in Fortune 500 companies like HP,
IBM, CA and many others.
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External
Quality standards
The world is awash with external quality standards.
Each has a purpose and each adds value but when
you see the complete menu of choices it is sometimes
overwhelming. Agilità understands the web
and can help you make an informed choice to create
a roadmap that meets your needs.
- Spice
1-2-1
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Six Sigma
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EFQM
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CMMi
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ISO15504
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TickIT
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BS15000
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SysTrust
All logos and trademarks in
this site are property of their respective owner. |
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Executive
Digital dashboards
Accountability has never been higher for the executives:
Compliance, scrutiny and the impact of IT failure
has lead to an increased demand for executive
digital dashboards that inform on the operational
health of IT Services and trigger actions as required.
Agilità knows how to scope, design, build
and implement these dashboards. |
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Internal
Quality Standards
Following amazing success in manufacturing
and process industries, Six Sigma, TQM and other
forms of statistical quality management are becoming
pervasive within the service organization. Within
Agilità our black belts couple the knowledge
of Six Sigma with the experience of IT management
to ensure the most effective use of quality standards
to achieve results. |
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| Organizational
Design
Most IT organizations have grown up around static
hierarchical organizations that are focused on
managing technology instead of service. Agilità
has developed and implemented service oriented
organizations in major corporations that enable
better service, faster response. More empowerment
and smarter decision making.
These organizations are based on managing a well
defined process as opposed to disparate functions.
We have the designs, job descriptions and training
that make things work.
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