ITIL Change Management, Incident Management, Problem Management

As IT teams (or the complexity of the environments they support) grow, they reach a point where a lack of Service Management process begins to cause problems. Symptoms include growing IT operational costs, unreliable services and declining customer satisfaction. Unfortunately, IT is usually too busy with the day-to-day to dedicate the resources necessary to improve IT Service Management processes and ITIL v3 is perceived as overly complex and onerous to implement.

We have a track record in delivering significant value by helping our clients implement the core processes of ITIL v3. Based on your specific problems and goals and our experience of what works and doesn't work in the real world, we will help you enhance or introduce sound ITIL Change Management, Incident Management, Request Fulfilment, Problem Management, Service Catalogue Management and Service Level Management processes.

We will work collaboratively with you to design the Service Management processes that you need most and, depending on your budget, preferences and on the skills, experience and availability of your own staff, we will provide as much or as little help as you need to implement them.

Typical challenges faced by our clients include:

• Too many unplanned outages
• Inconsistent handling of support requests
• Too many repeat incidents
• Customers not knowing what they can ask of and what they can expect from IT
• Poor or missing measures of service level performance

For example, we recently helped a client implement ITIL Change Management and improve their Incident Management process. This resulted in a reduction in unplanned outages from hours to just minutes each month, and a massive turnaround of their Net Promoter Score®*, a customer satisfaction benchmark, from minus 37% to plus 40%.

Our fees are fixed, our time off-the-clock and our work guaranteed - we commit as much time as necessary to achieve your goals.

We have a solid track record of success. You can read what our clients say about us at www.silversix.com.au/testimonials.

If you’d like to discuss how we can help you achieve your goals, please contact us by clicking here www.silversix.com.au/contact.

*'Net Promoter' is a registered trademark of Satmetrix Systems, Incorporated, Bain & Company and Fred Reichheld.