IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasising benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognised collection of best practices for information technology (IT) service management

Skip to:

• Our Approach
• Our Offerings
• ITSM Products
• Benefits
  
  
  

Our Approach

The market remains characterised by lengthy consulting engagements and expensive tool implementations that follow excessive investment in ITIL training which together typically fail to deliver a return on investment. Ovations offer innovative, practical solutions that enable organisations to accelerate their adoption of IT Service Management adding immediate value whilst providing the support mechanism to increase their maturity over time.

With the award winning assyst tool from Axios Systems and the utilising of best practise consulting we can help your organisation reach its destination.

Our Offerings

ITSM Consulting

ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. It provides a cohesive set of Service Support and Service Delivery practices drawn from the best practices of public and private sectors internationally. The adoption of ITIL is now considered essential by many organisations in order for them to manage the cost and quality of IT services

ITSM Assessments - Service Value Index

Axios Systems have developed a Benchmarking Index of ITSM and SVM readiness - an integrated Service Value Indicator – that can be used to set targets and track real improvements in value across the lifecycle of ITSM projects and ongoing service delivery.

The Service Value Survey is a fast and simple exercise that delivers an overall IT benchmark which can be compared with similar organisations. The survey involves a small number of questions (approx 50), which produce the organisations’ “Service Value Index”. The SVI can then be used throughout any subsequent project phase to continually re-measure their position

ITSM Workshops

• Service Catalogue Workshop
  
  There are 2 types of workshops – in-house and public. These take the individual (public) or organisation (in-house) in 1 day from a standing start to practical action. At the end of the session, clients will:

  • Have common awareness and understanding of service catalogue concepts, practicalities and business value
  • Have started to define business services – a high level catalogue
  • Be clear about the issues and how to deal with them
  • Have confidence about how to proceed

The service catalogue workshops are a great way (in-house) for an organisation to be galvanised into starting a service catalogue project.

Through the partnership with Axios Systems, Ovations delivers these workshops as generic services to all audiences, regardless of their ITSM toolset.

This is done with a combination of some practical education and awareness, plus interactive sessions on how to achieve success. The key is practical and pragmatic guidance, using ITIL principles plus real experience and advice.

• CMDB Workshop
  
  Education and facilitation exercise to help organisations understand Configuration Management Best Practice, in particular creating and maintaining a Configuration Management System (CMS).  It is aimed at organisations that are considering implementing or improving Configuration Management.

 

ITSM Products

Through our strategic partnership with Axios Systems, Ovations offers the following suite of products:

• assystEnterprise
• assystSaaS
• Service Catalogue

Learn more about the ITSM products we offer.

 

Benefits

ITSM Consulting

• Superior alignment of IT services with overall business needs
• Increase in efficiency and effectiveness of IT services
• Fast track towards compliance with process best practices & certification
• Reduced “time to value” – identifying and focusing on areas that offer the biggest impact and speediest return
• Effective and action-oriented results with minimal time investment
• Better value of processes in service operations

ITSM Assessments

• Service Value Index, which can be completed:

  • In advance of a project to identify areas where improvements are needed
  • At the start of a project to identify targets and goals to be achieved in the project plan
  • At the end of a project or project phase to identify if these targets have been achieved and the organisation has improved its SVI rating
  • As an ongoing regular benchmark to monitor overall value and support continuous improvement

ITSM Workshops

• Service Catalogue Workshop

  • Understanding of key concepts and terminology
  • Understanding of what’s involved
  • Understanding of benefits of introducing SLM for IT and the customer
  • Understanding current readiness
  • Understanding Next Steps
  • Comfort factor of using an independent industry expert

• CMDB Workshop

  • Understanding of key concepts and terminology
  • Understanding of what’s involved
  • Understanding of benefits of introducing Configuration Management
  • Understanding current readiness
  • Comfort factor of using an independent industry expert
  • Understanding Next Steps