IT Service Management; ITSM
IT Service Management (ITSM) describes a strategic approach to designing, delivering, managing and improving the way information technology (IT) is used in the enterprise. The goal of any IT service management structure is to ensure that the right processes, people and technology are in place so that the business can achieve its business objectives.
ITIL is the most common service management repository. The ITIL approach concentrates a selection of very operational good practices covering the life cycle of each service: strategy, design, transition, operation and continuous improvement, all described in 24 processes.
BDO SA Côte d'Ivoire accompanies you in your projects of reengineering of your operational processes while being inspired by the ITIL reference frame according to the diagram below:
- Audit/diagnosis of maturity
- Definition of the vision
- Process design and writing
- Implementation and change management
- Evaluation and continuous improvement reviews
- Training and certification of actors
The main risk for an organisation is to want to be too ambitious in implementing service management from the outset. In many cases, many processes and functions already exist operationally within ISD. In fact, implementation will consist in understanding the level of maturity reached for each process in order to better structure and improve it rather than create it. Overall process improvement is always the result of an iterative activity. BDO will assist you throughout the project and provide the training associated with each step.
BDO SA Côte d'Ivoire and its subsidiary KERYATEC are accredited by PEOPLECERT for the organisation of ITIL V3 and PRINCE 2 training and certification exams.
Our services are varied and carried out in accordance with international standards in the following areas:
- IT Service Management Repositories (ITSM)
- Security of the information system
- Information System Audit
- Development of master plan of the information system
- Integration or Infrastructure Projects and Project Management Assistance (AMOA)