IT Service Management

In today's business environment the need to demonstrate the ability to provide IT services that meet customer needs is trivial. In A-CCI's approach, this can be achieved by a systemic approach that consider the IT organization like a complex system, with the mission of creating value for its customers, providing IT services with the most effective interaction between people, processes and technology. The new challenge for IT service providers is to follow the continuous quality improvement cycle, streamlining simultaneously resources and innovation research.

The traditional approach based on a standard or best practice framework requires an integration of managing a multi-standard skills and methodology environment together with business and customer needs.

A-CCI supports its clients of the IT industry, integrating Lean service principles with several standard and methodologies like:

• EUCIP
• ITIL
• ISO/IEC 20000
• COBIT
• CMMI
• Agile Project Management
• EAMMF (Enteprise Architecture Management Maturity Framework)
• Zachmann Framework

A typical IT service improvement project driven by A-CCI encompasses the following phases:

• Assessment
  Discovery of the IT Organization, culture & skill, service & process, IT architecture, IT application & tools, IT risk & cost
  
  
• Strategy
  Define goal & objectives, IT standard, methodology & policy, services & processes, risk policy & critical success factors, organizational model, learning and awareness strategy
  
  
• Design
  IT architecture review, IT application modernization scenarios, gap-analysis, services & processes specifications, metrics & KPI, risk analysis and mitigation planning, project planning, access & security planning
  
  
• Implementation
  Development, test, validation, deployment & audit a new solution
  
  
• Measurement
  Service level management, service quality management, customer experience management, improvement analysis and planning