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Town Hall
IT processes to support service management
Challenge
Addressing the challenge at hand involves creating an internal service catalog and streamlining the business approvals process. Additionally, we aim to overcome the obstacle of measuring response and resolution times for business requests, ensuring a more efficient and transparent operational workflow.
Project Profile
- OpenText SMAX offers a comprehensive solution for creating and managing an internal service catalog.
- OpenText SMAX leverages automation and workflow orchestration to enhance operational efficiency. By automating routine tasks and approvals, the software accelerates the overall service delivery process.
Technologies
- OpenText SMAX
Utilities Company
IT processes to support the management of the service
Challenge
Identify the best IT processes to support the management of the service, including daily needs of internal customers, effective management of IT infrastructure in expansions, pressure to maintain the cost of operating costs.
Project Profile
- Definition of IT service process management, implementation of HP Service Manager platform and migration of historical data from the Remedy service management solution;
- Upgrade the service management solution HP Service Manager and customization of new functionalities;
- KPI Implementation and reliable reports, leveraging to consolidate and automate business processes;
- Evolutionary maintenance of the ITSM platform.
Automotive Company
Identification of infrastructure components
Challenge
Identify infrastructure components (network, systems and applications), responsibilities for services and processes, cultural change proactive management of change accelerator.
Project Profile
- (2005) Implementation of HP Service Center service management solution for the company IT support, according to the ITIL v2 framework;
- (2010) ITIL v3 Process definition Project and implementation of HP Service Manager solution;
- (2015) ITIL 2011 Process Definition Project, HP Service Manager solution upgrade and implementation of all metrics and KPIs- Continuous Support and improvement.
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