IT & BUSINESS SERVICE MANAGEMENT

Originally, the term "IT Service Management" described the efficient and effective management of IT services and especially focused on IT aspects.

In contrast, "Business Service Management" represents the focus on business and the requirements of business processes.

Ever since the release of version v3 of the IT Infrastructure Library (ITIL), this has no longer to be an antagonism.

The five-phase approach of ITIL v3

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement (CSI)

centers on the right strategy ("Service Strategy"), which must always be based on the current and future needs of the business. Only at eye level with the top management and thinking and speaking in business terms, an IT department can now communicate their value to the company and justify IT expenditures.

Even if the IT Service Management and particularily ITIL v3 represent primarily an organizational approach for IT, the automation and support of the various processes through powerful tools - especially in Service Transition and Service Operation - play a decisive role when it comes to executing tasks in a controlled, efficient and effective manner. Without powerful software tools, it is also virtually impossible to monitor IT processes based on their KPIs and to control and continuously improve and optimize them in the course of the CSI processes.

Services

Ascom's services focus on the implementation of projects, especially in the phases "Service Design" and "Service Transition", and on the continuous improvement of existing solutions.

In "Service Operation" we support you also with operation, support and maintenance services of our Professional Services.

Products and Solutions

Comprehensive solutions for IT service management are characterized by a seamless integration of the various application modules that support the various phases and processes and a full range of data integration.

The maturity of the Transition Phase and its support by powerful tools are critical to a company's ability to be able to adapt constantly, effectively and quickly to a dynamic market environment and changing requirements - a sophisticated change management solution can make the difference.

Solutions for the Service Asset & Configuration Management help in the efficient management of software and hardware assets of a company and in the modeling of the service dependencies between them. Thus, they support both planning and assessing the impact of changes in the context of change management as well as the rapid analysis of problems and operational issues.

In contrast, the primary focus of Service Operation is on stability, efficiency and security. In this phase, the actual value for the company - the most optimal and trouble-free use of the information needed for the particular business IT and business services - is generated. This eventually determines whether the IT strategy, planning and design of services can be implemented successfully.

IT operations also produce the data and information that are needed for continuous improvement and control of all other processes.

In the operation phase not only most of the processes and functions are located, IT operations also carry out a number of important operational activities for the other phases and their processes. Moreover, in this phase powerful tools for

• Service Desk
• Incident Management
• Processing of Service Requests
• Problem Management

can significantly reduce costs while improving the overall performance and the achieved quality.

Ascom's approach

We focus on system integration and are a vendor independent solution provider. Thus, we are geared primarily by the needs of our customers and their respective, very specific situation.

Our success derives from the results of completed projects for our customers.

We rely on our industry experience and long-term, trusting relationships with customers and suppliers.