iFACTS IT Services

Web based governance, maintenance and control

Modern IT operations most often meet their customers in an IT Service Catalogue. It takes the focus away from technology details and shifts it to customer delivery and satisfaction.

Typical examples of such IT service offerings are:

  • Application hosting
  • Workstation with Internet
  • Backup
  • System maintenance
  • Development

This structure is important and a natural part of any management system based on process orientation. It becomes transparent for customers, CIO, operations, management, control and audit.

Cost aggregation is facilitated by the IT service catalogue. All costs related to the specific IT service delivery can be traced back to infrastructure, licenses and hardware. Usually this is helpful when explaining the cost involved in the discussion between IT Service and the operations.

Responsibility, which is important when it comes to risk and business continuity, is also defined. Who is responsible for what? The IT service layer creates a clear boundary in responsibility between the operations and IT. Operations can’t take responsibility for IT, but they can formulate requirements (Service Level Agreement, SLA).

The IT Service is responsible for the delivery in the SLA. But to deliver they need to acquire IT resources from different parties and make sure these parties deliver according to quality and security standards. The value chain is created and all parties have their responsibility and meet the next layer in an agreement.
Web technology helps the IT Services responsible with documentation and analysis. Common work steps are to document the IT Services in terms of user description, content, delivery, measures and dependencies to processes and resources such as IT System or IT infrastructure.

Measures

The IT Service can be given a performance score. The list below shows examples of measures to define the score and status.

  • Inventory status
  • Governance compliance status
  • Risk assessment status
  • KPI measures such as completed error reports
  • Non-conformity status

Functionality

  • Dynamic setup of structure and roles
  • Dynamic setup of inventory content
  • Measurement
  • Cost aggregation
  • Dependency functionality
  • Documentation center
  • Non-conformity handling
  • Master data, API, Integration
  • Report generator
  • Search