TECHNOLOGY MANAGEMENT

Reliability and optimization

IT Service Management (ITSM) services - ITIL/ISO 20000

Today’s business environments rely on IT services to varying degrees and in different ways. Whether IT is a primary business process, a supporting process, a management tool, or is tied to innovation and development cycles, your IT service management processes impact the effectiveness of your business.

CGI uses the best practices presented by the Information Technology Infrastructure Library (ITIL®)* as its core framework to help you develop and improve your systems management processes. Based on the concept of managing IT as a business and providing cost effective, priority-based services to its customers, ITIL can be used as the foundation for developing integrated, business-focused processes. The result: reduced costs and higher customer satisfaction.

The fundamentals of ITIL are embedded throughout CGI’s suite of technology management services, including our outsourcing and operational framework best practices. Using ITIL, CGI can properly assess your business IT service management processes to uncover a wealth of potential improvements. We can help you decide which IT infrastructure capabilities are problematic in terms of business added value, quality, cost, and control.

The CGI ITIL assessment can help you:

• Determine the process boundaries within your organization
• Identify stakeholders within the ITSM mandate for designating ITIL service management activities
• Highlight critical process improvement targets
• Establish a standardized baseline measurement for comparison with future assessments
• Relate IT capabilities with business strategy
• Pinpoint gaps in service management expertise

CGI also uses ITIL on more focused engagements such as the assessment of current operational practices, development of service level agreements, and implementation of an IT service desk. By incorporating an ITIL-based approach along with CGI’s years of practical experience in IT, we can help you create a service-oriented IT organization that is highly valued within your business.

* Originating in the UK in the 1980s, ITIL is a set of best practices for the delivery of high quality IT services. It has fast become the worldwide de facto standard for IT service management and was used as the basis for ISO/IEC 20000 in late 2005.