Category Archives: IT Services

9 Steps to consider when transforming service mindset in an IT service operations

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Many times, operationally we achieved “green” Service Level, but in reality, did we delivered service within customer expectation? Have you ever wonder, could this be wrong defined SLA?  Or do we focus too much on SLA and we forgot the most crucial factor that is, customer’s perception and users’ experiences?

Excellence service is the integral part that will reflect your business culture and retention of customers. Hence, the ability to provide consistent high service levels can be challenging. But how can we maintain the ever continuous demands and able to overcome situations and challenges?

In this white paper, we will provide you with 9 steps for you to consider when transforming service mindset in your IT service organization.

What is preventive maintenance ?

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Preventive Maintenance is a process of keeping equipment in its intended, operational condition via conducting frequent checks, repairs or rebuilds of business equipment in the long run than only fixing things when they break.

A maintenance program focused on preventing breakdowns and business equipment problems can save money on repairs and lost productivity. So a good maintenance program is not only a viable option, but a valuable one for staying profitable.

Use two basic guidelines to decide if preventive maintenance is effective for your business equipment:

First, do not use preventive maintenance if the business equipment has a constant and consistent failure rate even when maintained.

Secondly, do not use preventive maintenance if the cost of the maintenance becomes more than the cost of an immediate replacement; this includes downtime, loss of production and other intangible costs.

The use of preventive maintenance in the workplace is mainly to lower cost. When maintenance is not properly conducted or cut back, the failure of equipment or structures increases over time, because the material used in the equipment or structure ages. With a preventive maintenance strategy, you can extend the use and the time of use for the equipment or structure. There are considerations when maintenance becomes more costly than the maintenance itself.

Having preventive maintenance programs helps to reduce unplanned delays.

Preventive Maintenance provided by the IT Service Provide should offer the following:

1.Decreasing Repair Cost

Lowering the amount of repairs that a company must do by repair or replace worn equipment or structures before they become unstable and unsafe.
This is a balancing act: companies must conduct preventive maintenance at a lower cost than it would take to fix machines only when they break. The costs of both are easily measurable, which allows companies to judge if they are actually saving money.

2.Increasing Productivity

Increasing productivity, by measuring the amount of disruptive time by the affected person using the broken business equipment as opposed to have a constant work flow.

3.Expand Time of Equipment

Expanding the amount of time equipment, machinery or a structure is able to be used in a productive manner. Having preventive maintenance programs helps eliminate sudden slowdown or stops in production, which can cause unplanned delays.

4.Preventing of Loss of Revenue

Some companies e.g. trading, heavily relied on the server/network/PC uptime, even with 1 second downtime will resulting in revenue loss. Possibly, if the business equipment is operating in optimally, it will decrease the downtime of these critical business equipment.

5.Cost effective

Compare the long-term cost savings of a maintenance program to the cost of immediate replacement and downtime of machinery and possibly employees. Using preventive maintenance helps keep production schedules and order deadlines on track, thereby keeping penalties down and income flowing.

Difference Between ITIL® 2011 & ITIL V3 Processes

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Processes – ITIL 2011 vs ITIL V3

Service Strategy – 2 new processes added

1. Strategy Management for IT services – new
2. Service Portfolio Management
3. Financial Management for IT services
4. Demand Management
5. Business Relationship management – new

Service Design—1 new process added

1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. Information Security Management
8. Design Coordination – New

Service Transition—1 process renamed

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Knowledge Management
6. Service Validation and Testing
7. Change Evaluation- The word Change has been introduced

Service Operation

1. Event Management
2. Incident Management
3. Problem Management
4. Request Fulfillment
5. Access Management

Continual Service Improvement

1.  Seven Step Improvement

Apart from the above 26 processes distributed across five life cycles, there are four functions, which are same as ITIL® V3, namely –

1. Service Desk
2. Application Management
3. Technical Management
4. IT Operational Management

These four functions fall under the Service Operation lifecycle.


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In today’s’ business, the effective and efficient of the business operations are synonym with how effective and efficient you manage your IT.

Your IT systems have to function properly 24/7. Keeping up with your IT operations can be difficult and expensive while also distracting you from achieving your business’s goals. What are the signs that you may be ready to outsource to a managed IT service provider?

1: The IT problems just keep on coming
The IT industry employs the most in-demand set of specialized skills in the corporate world. As a result, with constantly changing technologies and new methods to master, IT departments are struggling to keep up with their daily workload. By hiring a managed services provider, you’ll help to relieve the burden on your staff and achieve more efficient operations.

2: Your current IT department can’t keep up with service demands
Most companies are finding it is more prudent to hire a staff that has generalized technology knowledge rather than a staff with specialized IT skills. When the demand for support solutions expands beyond what your staff can provide, managed services providers are necessary to keep your IT department from straining under the added demand.

3: You deal with sensitive information.
For businesses that need to store, access, or transmit critical data—such as personal details, financial information, and medical records—managed services help ensure that it’s protected at all times.

4. Your technology budget is fluctuating and unpredictable
If you find that your IT costs vary widely each month, it may be time to shift to managed services. With an outsourced support model, you’ll pay a fixed fee no matter how much support you utilize. This allows you to create—and stick to—a predictable budget. And when something goes wrong, you won’t be stuck paying sky-high emergency support.

5. Your service needs will have top priority.
When you contract with a managed services provider, your IT needs will be prioritized around the clock. Your systems will be monitored 24/7, and if an issue arises it will be identified and resolved before it can impact your business operations.


By | IT Service Management, IT Services | No Comments

Amongst many IT Best Practices that our team is specializing on, one of them is called Information Technology Infrastructure Library.

ITIL contains a comprehensive set of best practices that are used to develop and execute IT service management.

It offers a number of benefits including:
– increased competitive advantage through cost reduction, growth, and agility;
– more business efficiency through streamlining of IT processes;
– enhanced IT value through business and IT operational and goal alignment;
– and improved internal customer and user satisfaction.

There are many important things you should know about ITIL, but we would like to share with you only 7 tips:

#1: To be successful, ITIL stresses the need for a strong executive sponsor
Implementing ITIL practices is a culture change initiative. People are going to complain about having to do things differently than they did in the past. You need a strong sponsor to push the change. If you don’t have one, don’t attempt the implementation—or look for limited success.

#2: ITIL is not project management
ITIL does not focus on creating things like projects do. Instead it focuses on delivering IT services to the company.

You need to align with your organization vision statement whenever you want to implement ITIL. Normally, the data and reporting received from implementing ITIL will enable the IT leaders to be an informed decision makers.

#3: Despite its popularity, little content is available on ITIL
ITIL is a set of approaches and best practices. It is a model for IT service delivery. It does contain some processes and templates, but it is not a methodology and does not contain all the implementation details. Companies that want to use ITIL can follow the overall guidelines and then develop the more detailed processes that make sense for the individual organization.

This is where our team can help you with. We assist your organization to develop practical and relevant processes that make sense to your organization.

#4: ITIL is not a tool
You can implement many aspects of ITIL using tools, but tools are not required. If your organization is small, simple templates and spreadsheets may be all you need. If your organization is large, you may need to find appropriate software tools to help.

ServiceNow is a popular tool nowadays. We work with partners that can integrate this tool within your organization.

#5: ITIL is not an all-or-nothing proposition
Since ITIL is a series of approaches in different areas, a company can implement some or the entire overall model. There is no rule that you have to implement everything.

If your organization need to know more about ITIL and how to implement them, our team conducted in-house awareness and coaching session for this purposes.

#6: You can implement ITIL in stages
There is also no rule that you have to implement the entire ITIL model at once. Many organizations implement ITIL in phases over a period of time.

Hence, you need to assess whether “Are you ITIL ready?”. We provide an the “Are you ITIL ready” assessment services for this purposes, so that you organization would not implement a big, white elephant projects.

#7: ITIL is constantly updated
You need to always keep abreast with the changes on the new processes as IT technology constantly evolved and changed. eg. Shadow IT required more governance on enterprise architecture, IT consumerization concentrate on program management office framework for cloud deployment and IT staff colocate with business counterparts.

You can invest your team in getting them certified and losing them in couple of years as they are most sought for and move to other jobs. Or engage us as your partner – we will be here as long as you need us….

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