IT Service Management Approach


Lockstep Solutions embraces the Information Technology Service Management - ITSM methodology to minimize technology transfer risk and combines it with Change Acceleration Process ( CAP ) to achieve the desired outcomes for the project stakeholders.
IT Service Management (ITSM) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers. While the process at its core concerns technology, this focus on the client is key.
Lockstep Solutions embarked upon a path of implementing ITSM frameworks in early 2011 with the goal of establishing a common and convenient way for all clients to interact with Lockstep Solutions, whether requesting a service, finding an answer to a question, or requesting assistance. ITSM helps organizations define processes which insure that these interactions generate a set of consistent, timely responses that ensure a high level of service quality.
ITSM is often implemented through a set of frameworks. There are many, some of which are complimentary to others, such as ITIL, COBIT, PMBOK, PRINCE, CMMI. Lockstep Solutions has selected to build its path to work with its clients on ITIL.

Information Technology Infrastructure Library (ITIL)

 


 Information Technology Infrastructure Library, or ITIL as it is commonly called, describes a set of good practices in the provisioning, management, and support of services by the IT community. It encourages the IT organization to re-imagine all of its processes in a customer-centric way. Additionally, a prime focus of ITIL is Continual Service Improvement, commonly called CSI. The principle behind CSI is that there must be a non-stop process of review, alignment, and renewal. It drives the organization to review every aspect of itself emphasizing that everything has a life-cycle from introduction to retirement.
Lockstep Solutions focuses on processes for aligning itself to customer success
•    Service Fulfillment
•    Service Level Agreements, or SLAs
•    Service Catalog
•    Incident Management during development and deployment including post deployment
•    Problem Management – business and IT -> Lean and Value Stream
•    Change Management (assessing and scheduling technology changes)
•    Project Portfolio Management

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