We take a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within your organization. Our goal is to ensure that the right processes, people and technology are in place so that your organization can meet its business goals.
We focuse on providing value to the customer and on the customer relationship. Ensuring to structure IT-related activities and the interactions of IT technical personnel with customers and clients. Clearly defining the services to inform customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request the service, and how to get help. We also identify internal processes necessary to provide and support the service.
This helps answer the following question facing a customer;
Customer facing questions:
1. What is the service, and how do I get it? (Service Description)
2. How do I get help? How do I use the service? (Help and Self-Service)
3. What Does It Cost? (Service Cost and Pricing)
And that facing the management;
(internal) facing questions:
1. How does IT support this service? (Service Support)
2. How does IT provide this service? (Service Delivery)
Outcomes of service definition include: Service Catalog pages, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
This eventually results in a reduction of expenditure or total cost of ownership (TCO), given rise to profit or return on investment (ROI)