Today competitive advantages come from more than pricing and product differentiation alone. The focus to your customers’ changing demands through flexibility and responsiveness is what it takes to succeed.
Delivering services at an adequate time, in an adequate quantity and at an adequate quality all relates to Service Management within an enterprise.
Typically, within an organization the multitude of services are created and executed across a vast array of incomprehensible documents, spreadsheets and whiteboard drawings. In the end, such an approach is unsustainable and resource intensive as the information might be inconsistent, not readily available or even non-existing.
What it means for you
Merely managing a service catalogue can be a challenge in a constantly changing market. Additional challenges present themselves when changes need to be made. How does one design and deliver services consistently over time?
Not managing services in a single coherent system can cause a multitude of potential hazards for enterprises such as excessive use of resources, decreased service level performance and decreased customer satisfaction.
How we can help
With ITIL in QualiWare, you create transparency in your organization in terms of services, the platform to enable positive change. It gives you the insights you need to design your services for improved customer satisfaction.
The QualiWare Excellence Manager will provide you with access to a vast array of objects and model types specifically relevant for ITIL. On top of that, the Analytics module will enable you to measure, analyze and present the effectiveness of your services in an easy and intuitive way.
The Collaboration suite will enable you to communicate the current service catalogue and any changes that might arise via acknowledgement and subscription features, accompanied with an integrated statistics engine to help you keep track of how well the information is being communicated throughout the organization. Additionally you can gather feedback from the whole organization in the form of change requests, comments and ratings structured via the governance workflow engine.
The Compliance suite will enable you to design and execute compliance, audits and improvements within your enterprise. This will enable you to actually measure change management within your organization. The compliance suite additionally offers the possibility to execute a number of ITIL processes on the service management architecture itself in the form of incident handling, complaints and contract management.