Do you need to improve your IT service quality?
Achieve a real competitive advantage through more IT service quality - internally and for your customersTo maintain or increase the quality of IT services, first of all the foundation of the deployed solutions has to be right. If that is the case, gradual step-by-step optimization becomes easier and more effective. A need for action exists as soon as quality deficits are suspected in the company - even if their causes cannot be determined. A common problem is inadequate CMDB data quality: it leads to a wrong business assessment or the CMDB data is no longer taken into account at all. Also if defined processes are not optimally mapped or supported in the tools, this leads to errors, additional efforts and frustration among employees. The same applies to lack of automation, which requires manual intervention on the part of the employees.
Our solution to improve your IT service quality
In most cases the quality of IT services can be improved. The main prerequisite is the recognition of the weak points and their consequent elimination. This applies to the level of automation, as well as the implemented tools and the quality of the CMDB data. An improvement of the the quality of IT services can therefore also require a certain amount of groundwork. With the experience of many different ITSM projects, we tackle every specific challenge and put the levers in the right places. In doing this, as a rule, we use following approaches:
Definition of KPI's
First of all, relevant KPIs must be defined. The rule is: less is more. Our experience has shown that many KPIs lead to many reports and confuse rather than deliver answers. Once the KPIs have been clearly defined, assumptions about quality issues can be thoroughly investigated and professional problem analyses can be carried out.
CMDB Quality Analysis
For quality issues in the CMDB, analyzing the processes and defining the KPIs can be very helpful. In this way, it can be specifically determined what kind of data is necessary and which integration approach of the source systems is optimal.
The reason for poor IT process quality lies in many cases in inappropriate or wrongly applied tools. A professional assessment shows which tool adjustments are necessary and which tools have to be replaced by new ones.
Definition of Automation Potential
We recommend automating as many business processes as necessary. This significantly reduces the error rate and gives employees more time to work on strategically important tasks.
The FROX Services
As an expert in ITSM and digital transformation, we support you in designing and governing your IT processes so that they become the engine of your business.
Our Consulting Services
Solution and system integration
You have a heterogeneous IT landscape and would like to harmonize it? You need a partner for the initial implementation and roll-out of a platform? Then get to know our methodical integration preparation.
Customized Business Applications
You need new applications for your business or want to expand existing ones? With profound know-how and a lot of experience, we can develop your tailor-made business application according to your specific requirements.
Operation & Support
Do you want to outsource the operation of your ITSM platform or business applications? Need support for your IT services? For this purpose we offer 24/7 accessibility and a flexible adaptation to your operating and support needs.