Many organizations assume that IT Service Management (ITSM) only relates to repair & maintenance of hardware or resolving issues such as connecting to the internet & email access. However; ITSM is a much broader field that integrates multiple functions to provide services & technical support to end users. In reality, organizations must identify the criticality of each service in line with business objectives & how to manage any technical disruptions and requests.
Incidents & service requests are not formally reported & managed
Service Level & Operational Level Agreements are not well defined
Service level targets with vendors are not clearly agreed
Lack of visibility & transparency over IT service performance to customers
Change & configuration management are performed in fire fighting mode
IT service continuity is not supported by business impact assessments
Unclear responsibilities & accountability regarding service performance
ITSM Gap Assessment assists your organization in getting an in-depth view of your current service management practices thus enabling you to have a complete performance check and verifying compliance with expected or agreed service levels, standards and frameworks. Once the gaps are identified a Service Improvement Plan is developed that provides a foundation for setting priorities, assigning ownership, allocating investments of time, money and human resources as well as for measuring and improving compliance with the stated guidelines and recommendations.
With the help of internationally accepted best practices, standards and frameworks as benchmarks; we help you in identifying IT service management gaps. We also develop tailored and prioritized gaps-closure plan providing you the complete roadmap about how to bridge the identified gaps.
Salient features of our gap assessment include: