IT Service Management
The expertise of PM Expert in the field of IT Service Management, Governance, Lean IT and Architecture & Innovation guarantees improved professionalism of your IT department's processes and business in line with all relevant standards.Every organization depends on reliable and secure IT systems. Whether you're dealing with day-to-day business activities or innovative projects, a fully functioning IT department is always an essential condition for success.We utilize our own best practices developed combined with best practices in the marketplace (such as ITIL®, ASL®, BiSL® and PRINCE2®).
Because people are the core value of every IT department, PM Expert's approach is focused on how workers within the IT department spend their time. How they spend their time can be directly influenced, and if implemented properly, the effect of changes in how they spend their time will be immediate. Furthermore, this direct and intensive collaboration with the workers of our clients contributes to grassroots acceptance of the organizational change. And a quantitative analysis based on the essential KPIs - those that add extra value to your IT organization - will add a layer of meaning to the current performance position and improvement potential. Furthermore, a qualitative analysis provides insight into the maturity of the processes and IT organization. The results will be staggering: dramatic reductions in the numbers of and lead times of unresolved incidents, or in the delivery times of change requests and projects, and the quality delivered. But above all, the IT department will work proactively rather than reactively and will use its time effectively and efficiently, thereby achieving a significant cost saving.
There is a growing awareness in the market that a well-functioning IT department is an essential condition for achieving the intended business result. What is the performance level of the individual work processes in the IT department? How are they interrelated? What is the overall performance level of the IT department in quantitative and qualitative terms? This leads to the question: What should the performance level of the IT department be in order to meet the expectations of your clients? To work with focus on achieving specific objectives, it is important to have a thorough understanding of current performance levels, qualitative and quantitative, and how they relate to an excellent IT department. Our service and accompanying recommendations describe the current position of the IT department and set out an action plan of what is needed to achieve the aims of the organization as a whole.
PM Expert is successful because we work independently of auditors and IT vendors. Yet we speak the same language. We use the tool sets of the IT world when it comes to achieving improvements and the metric tools of the auditors to assess whether the findings have actually been tackled. Rapidly and, where desired, in the form of value-based contracting. The guiding principle is structural improvement of the IT organization itself to guarantee improvements and to ensure that issues do not reoccur. All our stakeholders - management, IT, internal and external auditors - are kept aware of the approach, progress, risks and mitigation measures.
IT Service Management Training
Organizations should be able to blindly trust that their IT services properly support their processes. As the importance of IT to business operations increases, client organizations are setting increasingly higher requirements. To name a few examples: high availability, constant capacity at the required levels, costs optimization, flexibility, appropriate support and a short time to market. IT Service & Performance Management is the field that involves setting up, managing and improving the IT services provided to internal and external clients.PM Expert offers a series of training programs and courses in this field, based on frameworks and standards like Information Technology Infrastructure Library (ITIL®), ISO/IEC 20000 (Service Quality Management), Change Management and Application Service Library (ASL®). We offer training courses for novice professionals right through to experienced managers, in a variety of formats including workshops, group courses and simulation games.