IT Service Management

June 19, 2016

eStomi prides in providing IT Service Management consulting services. It leverages end to end service delivery models for the effective management of IT infrastructure.

Client Challenges

IT Service Management comprised of many modules like Incident, Problem, Change, Configuration, SLA, Service Request and Knowledge Management. Many customer face daunting challenges like-

  • Difficulty in integrating necessary ITSM modules effectively
  • Lack of efficient hardware design and architecture
  • Performance of the application is overlooked
  • Integrating it with other critical tools
  • Unavailability of expert consulting due to lack of resources in the market

What eStomi offers

Partnering with eStomi gives you the ability to proactively manage IT services, leading to a stable IT environment. You further gain from the following:

Innovative, business aligned solutions
We custom design your overall service management program in alignment with standard industry frameworks and your organizational objectives

ITSM roadmap
Our dedicated ITSM Centre of Excellence (CoE) brings together extensive experience from across eStomi to define the ITSM strategy and roadmap for implementation, as well as design the overall service management program

Reusable artifacts and frameworks
Our reusable process designs, checklists, and templates enable faster implementation

Proven delivery enablement models and methodologies
Our standardized deployment models for service management improve agility

Our ITSM services encompass:

  • Service transition and standardization: Includes requirement analysis, design, development and implementation of ITIL V3 compliant processes and a tools platform with clear ownership and accountability
  • Consulting: Enables strategic ITSM initiatives through business integration planning, benchmarking, and assessment services based on ISO 20000 and ITIL best practices
  • Service management integration: Establishes a robust service management integrator framework to monitor and track SLA, process and security compliance. It facilitates building and sustaining a robust Enterprise Service Management (ESM) tools platform to support multi-tenancy models
  • Service assurance and transformation: Encompasses a process sustenance model and quality assurance framework including transformational initiatives
  • Customer experience management:Involves the application of a scientific approach to understand customer expectations and bridge the gap between quality of service and experience

Below diagram shows a typcial ITSM implementation:


Below diagram depicts ITSM maturity model:


Business Value for IT Service Management Consulting

eStomi strives to ensure that there is a huge value addition for its ITSM implementation such as:

  • Enhanced productivity: Improve end-user experience and productivity with powerful self-help features, and automated and integrated service catalogs
  • Sustained service improvements and governance: Establish a culture of continuous service improvements by leveraging methodologies such as Lean and Six Sigma. Enable standardized and holistic IT governance using frameworks such as COBIT
  • Optimized operations: Ensure the stability and predictability of IT services With reliable and consistent performance, reduce service downtime and the total cost of ownership (TCO)
  • Improved operational transparency:Effectively manage IT operations and services through a transparent and consistent platform for managing IT services across suppliers, business units and geographies