I-Fusion, the network solutions provider in the Bidvest Group, is in the process of implementing end-to-end IT service management (ITSM) into its environment.
Says Raphael Kamanga, newly appointed CIO of I-Fusion: "ITSM will assist I-Fusion in the management of the quality of service it provides to its customers and its internal users. The comprehensive framework will ensure that expectations are better defined and therefore better managed.
"If those we interact with have ITSM as well, it will enable us to share a common philosophy on IT services, in other words we will be in sync with our customers."
The preferred ITSM framework will be the Information Technology Infrastructure Library (ITIL). ITIL defines best practices in IT service management. It was developed by the Office of Government Commerce in Great Britain and is a stepping-stone towards ISO 9002 certification.
"I-Fusion has a winning formula. The fundamental building blocks are there. It is a matter of integrating processes, systems and people to keep ahead in a constantly changing business environment," says Kamanga. "We need to deploy best practices in quality control in order to offer superior service and derive value from our IT investments."
Kamanga`s background is in systems management. He worked as a systems engineer and systems manager before becoming a founding partner of an IT company.
His experience in the IT sector includes systems development and integration, IT infrastructure management and business solutions, working primarily in the telecoms and financial services sectors. He is currently completing an MSc in Information Systems with LMU (UK).
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