Enabling Best Practice Service Support and Delivery

Animus understands that the essence of ITSM is to focus IT services on satisfying strategic business requirements. We base the foundation of our strategic framework on accepted guidelines described within the Information Technology Infrastructure Library (ITIL). In delivering best practice ITSM, Animus is concerned not so much with the technology itself, but rather with the delivery of services. Users become customers, a focus on technology changes to a focus on process and isolated functions are transformed into smooth integration.

Most importantly, IT Service Support and IT Service Delivery are brought into alignment with the strategies of your business plan. The distinctive approach of Animus is to respond to the realities of your organization and its culture to define a practical path to best practices, a map that real people can follow to continuous improvement.

First, we make sure that the configuration of your IT infrastructure and services reflects business needs. Then we prepare you with procedures for managing change effectively and with processes for testing, verifying and releasing IT changes in the organization. Interruptions in acceptable service levels — incident management — must be addressed proactively by having standard response procedures in place.

Your organization must also be equipped to diagnose root problems and solve them in the normal course of business. Finally, Animus strengthens your Service Desk function to mediate smoothly between IT and users.

Optimization of service delivery begins with the realization that business never really sleeps, and procedures must protect a defined level of availability of service through minimized service outages. Since continuity of service is so important,it is also essential to proactively manage the capabilities and resources that bring about service restoration. Capacity of IT services is a further parameter of service delivery that mustbe managed, and Animus helps you project future capacity requirements to develop an essential resource plan. Our approach also calls for measuring and improving the level of service to the organization, which may have implications for changes in infrastructure, staffing and training. All of these components of service delivery have financial implications, and Animus helps you define the cost of needed resources.

To learn more about our IT Service Management services, please download our IT Service Management brochure.