A track record of success in IT Service Management

IT Service Management’s role is to enable IT to operate like a business and specifically like a service provider, regardless of who IT’s customers are. Customers can be internal to IT (enterprise architecture), internal to the overall organization (marketing) or external to the organization (Amazon model). RAPA has helped many customers establish and sustain capabilities that address client needs at a level of quality that meets clients expectations. We understand the hierarchy within IT required to deliver service to customers, as represented in the following graphic:

ITSM Hierachy

We help clients mature the 26 IT process areas (ITIL) that successfully transform client demands into service outcomes. IT Service Management’s brings a greater level of standardization and integration, improving the quality of service and reducing IT costs.

IT Service Management’s key capabilities:

  • Assumes accountability for the entire service lifecycle (development to retirement)
  • Ensures services meet, and continue to meet, client needs (continuous improvement)
  • Ensures component parts come together in the delivery of service
  • Represents and defines service across the organization
  • Contributes to the development and negotiation of service related contracts
  • Service Level Agreements (SLA)
  • Operational Level Agreements (OLA)
  • Underpinning contracts (UC)

As a first step, RAPA audit’s IT Service Management areas critical to achieving specific business objectives.  Based on a clear understanding of IT’s current state that the audit delivers, IT Programs are then designed, development and implemented with the ongoing responsibility of producing measurable business benefit. Contact RAPA to improve your IT Service Management performance.