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Continual Service Improvement
Continual Service Improvement (ITIL V3)
ServiceTec is a dedicated adopter of the ITIL V3 best practice framework for all elements of IT service management. As such we utilize ITIL V3 guidance in our strategy for Continual Service Improvement (CSI).
No managed service provider can see into the future but through collection of data, knowledge share analysis and problem management ServiceTec does the next best thing and identifies where your next impact to service is lightly to come from, alerts you and more importantly, takes action to prevent it.
Our CSI strategy is driven by the desire to deliver services that capture every opportunity for increased efficiency, maximized positive effect and optimized associated costs. Our approach is to deliver an agreed service with the utmost effectiveness, efficiency and at the right cost.
ITIL states that there are many ways to affect CSI throughout the entire service lifecycle. We employ this ethos from the initial response, through a Request for Information, to the retirement of the service, with every element being reviewed to ensure that no opportunity is missed to improve on the already very high standard of managed services that we deliver to our highly valued customers.
Although initial requirements and objectives may appear similar, we regard every customer as being unique. With a track record dating back to 1989, we continue to build upon the wealth of experience that enables us to continuously enhance and improve our service delivery. Not only do our existing customers benefit from the improvements, new customers receive this new level of service as standard.
The tools of the trade
ITIL advocates that CSI is an adaptive framework to facilitate the outcomes that customers (and their customers) want, so we use only the most suitable processes in our drive towards CSI and the seven step improvement process to identify and instigate corrective actions, and the Deming Cycle (also known as the PDCA - Plan, Do, Check, Act – cycle), for the control of maturity, quality and consolidation.
The objectives
- The review and analysis of SLA achievements and results
- The review, analysis and recommendation of changes to service where service improvement opportunities are identified throughout the complete service lifecycle
- Implementation of individual activities and responsibilities that support improvements in the quality, efficiency and effectiveness of services delivered
- Improved cost effectiveness of services without negative impact on customer satisfaction
- Regular scrutiny and review of current services and processes to drive Continual Service Improvement
- Best use of quality management to enable and support Continual Service Improvement
The value
The value adds of the ServiceTec Continual Service Improvement strategy to your business include a constant drive toward Service Improvement without negative impact on existing services or associated cost, early recognition or notification of any weakness or vulnerability of a service, and feedback on service improvement opportunities.
No organization can deliver CSI without the right people and good lines of communication. The quality of the individuals and their constant search for new and effective ways to deliver a service, combined with pride in sharing this potential, set ServiceTec apart from other Managed IT Service providers.
Our product is our people and we have the best expertise in the industry. ServiceTec people are technically astute and customer-focused problem-solvers who pay attention to details and deliver quality services - they care about doing the very best job they can.
