Triaster are delighted to announce the launch of our fully populated IT Services Management Library. This is Triaster's first pre-populated Process Library, which has been developed in partnership with OBM IT Consultancy, Information Technology Infrastructure Library (ITIL) experts.
The IT Services Library has been developed to Triaster's high standards to deliver an attractive and extremely easy to use Library. There are two homepage options (one 'Click' architecture the other 'Hover'*) so customers can choose the one they like best. Both offer a very attractive interface to customers of IT. As is also to be expected, the Library is logically structured and makes finding content in the Library very easy. The Library is certainly usable.
The Library content, which has been developed by OBM IT Consultancy, offers a business method to align the core ITIL processes (Service Catalogue, Service Level Management, Service Policy and Service Process) with any organisation's business needs. It comes pre-populated and contains process maps and supporting documents, all to the ITIL framework. So eminently useful. The solution package also comes with a services package to tailor the Library's content to your organisation's specific requirements and with a Communications programme and Governance Framework. So everyone will know about it and it will be used.
The Library is aimed at organisations of 100 plus employees with an active internal IT function.
The portfolio of documented services provide a holistic overview of the services delivered by most organisations. The core documents provide focus on key areas including:
- Service Catalogue - including service description, impact and dependencies, ownership, CSF and KPIs.
- Service Level Agreement - including roles & responsibilities, resolution commitments and escalations.
- Service Policy - including a high level overview of the policy governing the service.
- Service Process - a generic workflow supporting the service.
I am excited about the release of the Process Library, on which both OBM and Triaster have focussed a lot of energy.
Phil Duncan, OBM IT Consultancy
These provide the building blocks upon which an organisation can structure the professional delivery of IT services, all of which can be modified to suit your organisational needs and with minimal business input.
The benefits of the ITIL Process Library to your IT team and organisation are:
- The ITIL Process Library enables IT to build structure around the services they deliver. This in turn enables better business and IT understanding of the challenges and benefits of delivering those services. Consider the provision of new hardware for example. With an ITIL Process Library in place, the IT team benefit from a clear definition of a process to provide the new hardware and the fact that staff expectations can be set according to the performance expectations on the service. Staff benefit because there is a published process with a clear entry point and visibility of intermediate stages - everyone knows what should happen.
- The Library delivers clearly defined roles and responsibilities. Too often there is a gap in the understanding of who is responsible for which roles with the delivery of IT services. By identifying and advertising these, the IT Services Library fills that gap. For example, IT will be more effective at managing the resources under their control as they understand the service better, which in turn delivers a more efficient service to the business.
- The holistic policy content of the Library allows for your IT organisation to specify requirements and standards for the consistent use of IT resources across the business, with the agreement of stakeholders. This benefits your organisation through the development and maintenance of IT policies that are in step with emerging technologies and aligned with the business vision.
- Once delivered the Library enables IT to identify all dependency and supporting services. All too often services are taken offline without the full impact to the business being understood or identified. With the adoption of the Library, you can manage those outages more professionally and communicate with the appropriate service stakeholders. This in turn enables IT to better manage change and outages, by getting agreement of those from the people that count on the business side, and minimise the risk of impacting dependent services.
- By understanding the IT services and those responsible for delivering them, it provides IT management with the opportunity to better understand the structure of the department and thereby identify under-resourced areas. This enables, when appropriate, re-alignment of the IT function, which in turn streamlines the delivery of IT services to the business.
- The KPIs contained within the IT Services Library allow the IT function to benchmark the level of its delivery to the business. This in turn enables IT to make more accurate service decisions, report more meaningful information on the level of service provided and identify areas for improvement. The benefits of accurate management reporting include better budgeting and management of resources.
Overall, this better understanding of the IT function, the services provided and how they are delivered allows IT to not just fill the expectation gap with the business, but also publicise what they do. This in itself will result in more effective and efficiently delivered IT services