IBM Tivoli IT Service Management - IBM Tivoli ITSM Services

In order to maximise the effectiveness of your IT services it is essential that your service strategy is aligned to your business. Successful IT services are underpinned by an understanding of what the business is trying to achieve, and only when business and service strategies are aligned will your IT services be genuinely fit for purpose.

Pirean's consultancy practices provide the experience, understanding and technical skills you need to adopt a best of breed approach for IT Service Management.

Looking at the entire service lifecycle, our consultancy practices support you through the business and technology change associated with the five core elements of ITIL v3 aligned Service Management:

Service Strategy - Planning IT Services

An overall approach for the process of designing, developing and implementing service management - both as an operational capability and as a strategic asset. Service Strategy provides advice and guidance to ensure that consideration is given to why an activity is performed before defining how it will be performed.

• Demand Management
• Financial Management
• Portfolio Management
• Supplier Management

Service Design - Modeling IT Services

The end-to-end process of designing and developing a solution, Service Design translates your business requirements in to a solution designed to meet the documented needs of the business. The developed solution is passed to Service Transition to build, test and deploy.

• Availability Management
• Capacity Management
• Compliance Management
• Information Security Management
• IT Service Continuity Management
• Risk Management
• Service Catalogue Management
• Service Level Management
• Supplier Management

Service Transition - Implementing IT Services

Service Transition outlines a best practice approach to ensuring that the introduction, deployment, transfer and decommissioning of new or changed services is consistently well managed. Service Transition ensures that the transition processes are streamlined, effective and efficient so that the risks relating to the service in transition are minimised.

• Asset and Configuration Management
• Change Management
• Evaluation Management
• Knowledge Management
• Release and Deployment Management
• Validation and Testing

Service Operation - Managing IT Services

After transition of the service, Service Operation is responsible for the day-to-day management and operation of services, ensuring that processes and activities are operated (and continue to be operated) on a 'business as usual' basis. Its key purpose is to ensure the processes are correctly coordinated and delivered to the levels defined in the relevant Service Level Agreements.

Service Operation covers the services, the service management processes, the underpinning technology used to deliver those services - and the people used to manage all of these aspects.

• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Identity and Access Management
• Service Operations
• Technical Operations
• Application Operations

Continual Service Improvement - Measuring and Improving IT Services

Continual Service Improvement is not a lifecycle stage, but a process referred to throughout the whole service lifecycle. Service Improvement has inputs and outputs for all lifecycle stages - it focuses on the delivery of Service Management within the organization and ensures a continued best-practice model for ongoing improvement.

• Service Level Management
• Services Measurement and Reporting