IT Service Support
Service support
In 2003, we started to provide services in area of service support. Development of our company in this area has gone through several phases:
Experience in multinational corporation environment – automobile industry (Volkswagen Slovakia, a.s.) and our activity for IT department in 2003 - 2009 (till the handover of these activities to the general supplier Hewlett-Packard). Dealing with challenging requirements helped us to penetrate to the core of the IT area and to better understand requirements and problems of multinational corporations. Our operation included the following:
- Preparing and delivering the IT security and SAP induction trainings
- Process modeling by using ARIS tool
- Users support in specific areas of SAP FI, SAP MM, SAP PM, SAP HR, SAP BI, Documentum
Customer’s more demanding requirements for support also induced more complex requirements for coordination, evaluation and reporting of these activities. That is why we developed a web application for internal use during 2005 - 2006. This application helped us to become more effective in providing wider service support performance to meet customer’s requirements. This helped us also to extend our experience in area of architecture and application development.
Experience in small and medium enterprise environment – we developed new CMS (Content Management System) for web pages development and administration. The support of this application gave us an opportunity to understand specific issues and requirements of small and medium corporations.
Integration of ITSM- IT Service Management into our company – all the process and functions are described in worldwide known library ITIL® that is based on Best Practice examples in IT area (activities and processes were successfully used by companies). History of ITIL® begins in eighties in Great Britain. Process management based on ITIL® enables management of the company to understand its IT and IT to understand the company’s requirements. Contribution for the company - processes standardization, because ITIL® is de facto a standard on which ISO 20000 norm is based. It provides higher quality services delivered to the end user, decrease of costs, higher flexibility in IT environment and risks elimination.
Based on above mentioned know how and experiences we are able to offer our customers services in these areas:
- Objective analyses of IT services provided to the customer
- Operation of IT services for the customer
- Solutions in CMBD (Configuration Management Database) area and Service desk