IT Service Management

The Information Technology Infrastructure Library (ITIL) Version 3 is emerging as de-facto best practice for providing superior IT service management.  The latest version of ITIL, released in May, 2007, introduces a life-cycle model, expanding the concept of IT service delivery from day-to-day operations to five life-cycle phases: strategy, design, transition (implementation and change), operations and continual improvement.

Additionally, ITIL v3 is much more specific than the previous versions as to how its best practices might be carried out - for example, it provides business case examples and templates for capturing information. It also provides a greater level of detail by including performance metrics and workflow examples.

And, last but not least, ITIL v3 covers business metrics, business benefits and ROI in greater detail than in the previous versions.  This new approach bases the design, maintenance and evolution of IT services on the business objectives of the organization - aligning business and IT strategies along specific corporate objectives.

Iceberg works with our clients to adopt the ITIL v3 best practices and develop effective operational processes to ensure maximum benefit.

Service Level Agreements
Service Level Agreements (or SLAs) are a key tool in IT Service Management and are used to clearly define the levels of service between a service provider and a customer -  a relation which applies both internally and externally to an organization.

Iceberg works with our clients to not only develop effective Service Level Agreements but also by developing supporting SLA Management systems.