BAIP, the company which specializes in critical IT infrastructure field, has implemented IT service management standard and received ISO20000 certificate to prove it. This achievement will allow clients to perform IT operations via single service tool and execute them more rapidly and efficiently.
It is often difficult for the management of companies to utilise IT recourses efficiently, e.g. to gather data which would enable the evaluation and allocation of the workload of employees, to control task execution, to analyse data when allocating bonuses, taking management decisions and assessing the need of user training. In the meantime, IT specialists complaint about mass of various requests and responsibility to identify priorities; the users are unhappy about too slow a reaction time. By employing the new standard we will be able to ensure speedy and effective solution of these problems‘– says Kazimieras Tonkūnas, CEO of BAIP.
According to him, the ISO20000 standard awarded by ‘Bureau Veritas‘ is exceptional because it allows to deliver each of the IT services under the pre-agreed service level agreements (SLA). ‘Certified processes enable definition, improvement, measurement and management of the life cycle of services. The benefits of the standard are visible both for the service provider and the client because not only the costs of IT service delivery are reduced but also the efficiency is increased and risk diminished’ – claims K. Tonkūnas.
The new standard implemented in BAIP ensures that IT service requests are managed by a single Service Desk tool. The latter registers incidents, requests and changes and assigns them to the responsible specialists, provides necessary reports in this way ensuring smooth communication and quality of IT services.
To automate the standard requirements BAIP has chosen IBM Tivoli Service Request Manager (IBM TSRM) which provides the internet access to the clients, monitoring and control of service request status, its history and allows to enter the work logs at any time. This tool can be easily integrated with other applications to fully support client‘s business processes.
Critical IT infrastructure and IT security services are delivered according to BAIP proprietary methodology CIMF (Critical Infrastructure Maintenance Framework), which is based on best ITIL practices and is in compliance with the IT service management requirements of ISO20000.