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Service Consistency for our IT Managed Services Clients with ITIL4

12/5/19 9:49 AM / by Alvaro Prieto

Alvaro Prieto

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Auxis has grown over the years, so have the needs, demands, and expectations of its clients. We believe that it’s imperative that aligning IT services with the needs of our client’s business should be a mutual vision. As Auxis ITO Operations has adhered to the IT Information Library (ITIL) framework over the last decade, it has been done so using a combination of ITIL v2 and v3 with the sole purpose of implementing a “best practices” framework to improve IT services and customer satisfaction at all levels and also to meet and exceed service expectations by being more agile and working more efficiently.

With the rapid acceleration of change in emerging technologies and customer needs, we at Auxis ITO realized how important ITIL was towards enabling our client’s data center, service desk, and cloud transformation strategies and needs; and more importantly, exceeding those needs and expectations with a customizable and client-focused framework. When ITIL 4 was released early in 2019, this version introduced some new concepts while also evolving some pre-existing knowledge from versions two and three. Recognizing the value of ITIL to IT executives and how important it was to their digital transformation efforts, Auxis ITO is planning on implementing ITIL 4 in order to embrace a more flexible and agile model, which allows all areas of the organization to develop useful value streams, leveraging any number of practices and activities to co-create value with our consumers.

 

Auxis ITO and ITIL 4:  Modern, Customizable and Agile

 

By creating an atmosphere of continual service improvement that will ensure we can deliver the best end-products and services possible. Auxis ITO has heavily invested time and resources in 2019 to replace the current IT Service Management Tool, with a modern, agile, ITIL compliant, tool. All are to be migrated before the end-of-the-year, which gives Auxis ITO the basis to focus in 2020 on implementing this new version of ITIL. 

For Auxis ITO, ITIL 4 brings the ITIL framework up to date by introducing a holistic approach to service management and focusing on 'end-to-end service management from demand all the way to value.’ This includes looking at ITSM, development, operations, business relationships, and governance holistically, all while encouraging fewer silos, increasing collaboration and facilitating communication across the whole organization. 

By applying ITIL 4, Auxis will become more agile toward the acceleration of strategy, delivering value, and innovation for our clients, all while exceeding the minimum level of competency. By bringing these different functions together, Auxis ITO now becomes an integrated model for digital service management and allows us to move faster into the digital era.

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From the 4 P’s of People, Process, Product and Partners to the 4 D’s

 

Because ITIL 4 is all about a holistic approach to service management, the framework defines four dimensions that are critical to creating value for both stakeholders and customers.

These four dimensions as they apply to Auxis ITO include:

Organizations and People – our corporate culture supports our organization’s objectives and the right level of staff capacity and competency.

Information and Technology – we supply cutting edge information, knowledge, and technologies that are needed for the management of our services.

Partners and Suppliers – we engage and retain the best suppliers necessary for the design, deployment, delivery, support, and continual improvement of our services and their relationship to our organization.

Value Streams and Processes – all aspects of the organization are always working in an integrated and coordinated way which contribute unparalleled value through our products and services.

 

ITIL 4 and Auxis ITO:  Ensuring Relevance in an Increasingly Complex Market

 

The benefits of Implementing the ITIL 4 framework will further enable Auxis ITO to act as a service provider and become a core and more strategic part of the business. Given that ITIL is compatible with third-party project management systems, ITIL 4 will continue to enable better collaboration and visibility across multiple teams within the organization at levels unheard of. 

With reliability. monitoring and incident and problem management processes included with the ITIL framework, ITIL 4 will also continue to enable and allow Auxis ITO to review performance, perform root cause analysis, resolve issues and problem management, prevent future incidents from occurring. Amongst the other reasons why Auxis IoT is shifting to ITIL 4:

  • ITIL 4 is aligning with frameworks like DevOps, Agile and Lean by integrating the framework with the traditional ITSM practices to fill the gap between operational and organizational objectives.
  • It includes business relationship and service-level management practices that will provide visibility into the customer experience, and the ability to better manage customer expectations by ensuring that IT services are highly available.
  • Provides an end-to-end IT/Digital Operating Model, covering the full delivery (and sustaining) of tech-enabled products and services, guiding how IT interfaces with, and even leads, the wider business strategy
  • Will provide a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”
  • Will continue to enable an environment of continuous improvement through value streams that will enable Auxis ITO to track and document all major activities performed on the IT systems and applications.
  • The pre-defined practices will enable Auxis ITO to react quickly to today's rapidly changing technology landscape, focus on innovation and ultimately keep customers satisfied.

By Implementing this new version of ITIL, Auxis ITO will not only be able to review all core processes, but also will be able to update them based on best practices. In addition, Auxis ITO will be able to evaluate newly defined areas in version 4, assign process owners and implement those new processes to strengthen the operations and improve overall customer satisfaction. 

Because ITIL 4 makes a point of being "a framework for service management" (as opposed to "IT service management"), this reflects the growing trend of applying service management best practices in the domain of enterprise and business services. Thus ITIL 4 is the refinement of ITIL versions 2 and 3, reflecting changes in the corporate culture where teamwork and inter-communication are given additional weight, integrating IT into the overall business structure and moving from delivering value to co-creating value.

In summary, the landscape for 2020 for Auxis ITO, now includes a deployment plan for ITIL 4 with assignments and or resources and roles, the review and creation of new processes and training to the teams for execution. Now that ITIL4 has been redesigned to address not just the base technology and the processes around it, but also involve all of the necessary teams -- from development through testing, operations and help desk systems -- alongside suppliers and partners, it will now allow Auxis ITO to create a complete view of an organization's IT and application environments.

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Alvaro Prieto

Written by

Alvaro Prieto

Alvaro is one of Auxis’ founders and leads our IT Services Practice, including both Infrastructure Transformation and Application Integration & Development. He brings over 25 years of technology and business experience, helping CIOs across multiple industries achieve Peak Performance in their IT operations through the design and implementation of agile operating models, processes and technologies. Some of his specialties include IT Service Management (Service Catalogs, ITIL, SLAs, Financial Management), Cloud and Data Center Transformation, large Software Implementations, among many others.