Twitter as an IT Service Management Tool?

Are you sick of hearing about Twitter yet? It is just a bunch of short little text messages, but somehow it has struck a nerve with a lot of people. At first glance, it appears to be just a fun little diversion, but some companies have found very effective ways to use it for marketing and customer support. Still, you don’t hear about IT departments, who like to be seen as innovators, hailing its benefits. But if you think about social networking/Web 2.0 tools like Twitter, they are very well suited to help solve some of the problems that IT departments struggle with the most. Read more

Brandhouse

Industry:
Advertising/Branding

Organisation:
Brandhouse, part of the Diagio group is responsible to importing and marketing most of South Africa’s top alcohol names like Jonny Walker, Jack Daniels, Amstel and Heineken Beer.

Objectives:

  • Implement an ITIL solution that would assist with following best practice
  • Improve the ability to report on data more accurately and quickly
  • Make use of dashboards rather than just reporting that may be outdated
  • Speed up the time it take to log support and other BSM calls
  • Web based solution that included a customer facing self service component

Solution:
Brandhouse chose to implement Cherwell Service Management. With its 11 ITIL processes out the box and rapid speed to deploy they were up and running within 2 weeks of having purchased.

 

SMEXA 2011


SA’s biggest annual IT service management summit, SMEXA, will focus on the threats and opportunities presented to an IT industry in crisis this year.

The event, presented by the IT service management umbrella body, the IT Service Management Forum of South Africa (itSMFsa), in partnership with ITWeb, is the local IT service management sector’s premier annual gathering. This year, the two-day conference and expo will be staged at The Forum, in Bryanston, on 20 and 21 September. Read more

logistics

Business Service Management

Business service management (BSM) is a methodology for monitoring and measuring information technology (IT) services from a business perspective; in other words, BSM is a set of management software tools, processes and methods to manage IT via a business-centered approach. BSM technology tools are designed to help IT organizations view and manage technology environments to better support and maintain the main services they provide to the business. BSM tools are critical enablers for the increasingly popular process that focuses on IT Service Management (ITSM) approach. BSM consists of both structured process and enabling software. The Information Technology Infrastructure Library (ITIL), a set of IT management frameworks and concepts, has recently identified BSM as a best practice for IT infrastructure management and operations. Read more

blast

IT Service Management

IT Service Management or ITSM is all about IT proving services that are focused around the customers prospective.

Revelation Data has the skills and proven track record to recommend and implement best of breed ITSM applications like Cherwell Service Management that will dramatically help your organisation achieve its ITSM objectives by enabling the business to distribute services and then measure results through one interface to the business. Read more

facilities

ITIL Consulting

We have seen over years that the most successful implementations of BSM or ITSM are ones that have been planned and processes have been defined clearly. When embarking on a new project among other things we can offer you wisdom in the following areas.

Governance

With the first point of call being Governance, normally the first intervention with a customer is identifying and “unpacking” the relevant governance framework. This sets the base for any work to come. Depending on the intervention needed, the RevelationData service will branch into any of the other service silos. Revelation Data is skilled in all of the major best practices frameworks to the likes of the IT Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF), and can apply a combination of both, providing a tailored fit to our customer’s needs.

Awareness

Successful ITSM, and more so ITIL implementations, require interaction through the entire organization. Awareness throughout the organization is critical. RevelationData sees awareness as such a crucial part that it’s viewed as a separate compartment in the overall ITSM approach.

Assessment

In conjunction with a key partner we have developed a set of assessment tools, assisting organizations in knowing where they are, measured against where they want to be. The key deliverable is a plan for action – realistic and with reason.

Service Improvement Projects

The current situation viewed against the end goal provides guidance on where to focus first. From this point of view, RevelationData assist the organization to identify various Service Improvement Projects, focused on providing the most value through a set of “small wins”.

Measure and Check

Ensuring longevity of the project, RevelationData assist customers in the ongoing phase of the project. Continuous measure and check is needed to ensure everything remains on course.

Capability Development

Integral to all IT Service Management is capability development. For any organizations being in any stage of their ITSM initiatives, capability development is a key requirement. RevelationData, through the ITSM Academy and partner network, delivers all capability requirements needed.

 

Lets talk

So you know that you need to improve productivity, Provide more services to the business and deliver all this within a budget that won’t break the bank… We can help!

Its said that in business you need 2 ears and one mouth…. we’re listening. We can do an initial introduction meeting to ascertain where you are and where you would like to be. We can then work with you to provide the guidance and delivery of solutions to make sure you reach the business objectives.

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