BUSINESS INTEGRITY STRATEGIES LTD

ITIL SERVICE MANAGEMENT

Whether within an IT environment or in another type of organisation, focusing on a customer orientated service management ethos is more important than being a slave to the purity of ITIL service management doctrine and terminology.

Help Desk

Provided the Help Desk with access to the business continuity database of 600 applications and environments on 1200 servers in 50 locations, so as to assist the Help Desk in providing an effective service to users.

Problem Management

Have worked with problem management to identify the root causes of system failures and implement action to prevent future failures.

Configuration Management

Developed the business continuity database of 600 applications and environments on 1200 servers in 50 locations and made this available to all IS teams.  Worked with the Configuration Team to develop this into a fuller configuration management system.

Hardware Maintenance

Monitored the response times for hardware service calls, working with the prime contractor to reduce down time. 

Saved £20,000 a year by changing hardware maintenance levels.  Compared the hardware maintenance arrangements for servers with the business continuity criticality of the applications running on them.  Identified dozens of servers (out of 1,200) with non-critical applications that had the most expensive level of hardware maintenance. 

Software Licences

Saved £10,000 a year in software licence maintenance charges.  Reviewed licence conditions and identified that laptops and work PCs at staff homes only required a licence if used at the same time as the desktop machine at work.  Agreed with provider that this applied to only 5% of cases instead of the 100% previously paid for.

Release Management

Worked with others to ensure effective version control and plan dates for software releases.

Change Management

Active member of the change management approval process to ensure that proposed changes will not adversely impact systems, infrastructure and business continuity arrangements.

Availability Management

Worked with Problem Management to identify availability issues and then to resolve them so as to help IS achieve the required availability levels in the SLAs.

Business Continuity

Comprehensive business continuity management service for a 1,000 person IS directorate supporting 1,200 servers.

Service Level Agreements

Helped system owners determine their business continuity requirements and specify them in SLAs.  One of the leaders of the process to develop draft SLAs at the start of a project so that operational requirements were identified in a similar manner to functional requirements.

Financial Management

Identified team costs and managed budget always keeping to target.  Helped other teams to identify and manage their costs.

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