M-IT, an EOH company, has bolstered its commitment to IT services acumen by partnering with service management specialists Quintica, and is extending the benefits of this partnership to its customers. Quintica is the first South African organisation to be accredited by the APM Group to deliver Information Technology Infrastructure Library (ITIL) training in Africa, the Middle East and Asia Pacific.
M-IT Business Process Manager Anton Crous explains that the partnership is in sync with M-IT's philosophy of meeting and exceeding customer expectations, which was also reinforced with the company's recent ISO9001:2000 certification. The ISO9001:2000 assures customers that a company has a high-level quality management system in place and is known to lead companies to better operations, improved performance and improved profitability.
Nina Sparg, Business Value Manager, Quintica, says the company strives to empower its customers through IT service management expertise so they can realise a world-class and best-practice, process-driven environment and mindset - an environment that delivers genuine efficiency gains with measurable results.
The benefits of adopting ITIL best practices, according to Quintica:
* Reduced costs throughout the IT service spectrum
* Improved IT services through the use of proven best practice processes and frameworks.
* Improved customer satisfaction through a more professional approach to service delivery.
* Standards and guidance that help formalise, improve and protect existing service structures.
* Improved productivity.
* Improved use of skills and experience, as well as the development of human resource skills and expertise.
* Improved delivery of third-party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
* Alignment to ISO/IEC 20000 standard, accelerating the ISO certification process.
Sparg says in today's highly complex business environments, organisations are demanding seamless integration and support with and from IT. Business strategy therefore needs to be underpinned by dependable IT services and the entire organisational structure formalised through effective communication and supporting governance - all enabled by a relevant and consistent IT service.
“Add to this demanding legislative and reporting requirements, growing concerns over customer satisfaction and retention, sky-rocketing costs of technology and associated services, and the looming pressure from outsourcing competition, and it's clear that organisations today require the guidance of leading international best-practice methodologies, standards and frameworks in order to survive.”
ITIL is a set of concepts and techniques for managing IT infrastructure, development, and operations. It describes a framework for organising and co-ordinating a set of IT-related processes and functions so as to improve the delivery, support and efficiency of providing a service to customers. What is unique about ITIL is its worldwide adoption due to its simplicity in representing and integrating IT service provision. It enhances an organisation's ability to provide a higher quality, more manageable, consistent and continuously improving IT service to its end-users and customers.
“Perhaps the most important benefit of adopting an ITIL framework is the promotion of a standard way of doing things, to facilitate better internal communication and better control over external customer and vendor relationships,” Crous concludes.
Share
EOH
EOH is a business and technology solutions provider creating lifelong partnerships by developing business and IT strategies, supplying and implementing solutions and managing enterprise-wide business systems and processes for medium to large clients.
EOH operates in the following three clusters of business units as a fully integrated business:
Technology - Through a number of subsidiary companies, EOH is able to sell, implement and support a range of world-class business applications including ERP, CRM, business intelligence, advanced planning and scheduling, e-commerce and manufacturing execution systems.
Consulting - Concentrated under the EOH Consulting brand are business units offering services ranging from strategic and business process consulting, project services, change management, supply chain optimisation and education.
Outsourcing - EOH offers comprehensive maintenance and support of client's IT infrastructure and applications through the rendering of full IT outsourcing, application hosting and managed services. In addition EOH offers full business process outsourcing services.
EOH has a presence in all major centres in South Africa and operates in the rest of Africa.
Quintica
Quintica is focused on service management solutions that are based on and around Cobit, ITIL, eTOM, ISO20000 and Six Sigma practices, offering service management training, strategic consulting services and holistic service management capability, such as complete service desk outsourcing, and world-leading service management software solutions. The Quintica Group consists of specialists operating around the world focusing on areas such as business and service analytics, IT strategy, project management and outsourced service management. For further details about Quintica's service management offerings visit http://www.quintica.net or call (011) 575 4320.
Editorial contacts