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Download SMA's 5-Step
IT Assessment White Paper


 

White Paper:  A 5-Step Approach to Enhancing Support
 

INTRODUCTION

Advances in technology and the resulting dependence on information have resulted in increased expectations for responsive and proactive services.  And, the need for quality support is ever present, whether your organization supports employees, external customers or both.

Even with advances in support technologies, organizations are finding it difficult to deliver the expected services on time and within budget.  In many cases, support processes need to be re-evaluated and even re-engineered to effectively meet the requirements of today’s customer-centric organization.

That is why SMA developed a 5-step approach to assessing your IT service and support operation.  Our assessment approach provides a straightforward, yet customized, way to determine where you can enhance your operations.  Learn more about SMA's IT Assessment Service.

In addition, our white paper describes SMA’s 5 step approach to evaluating your service management operation and developing a strategy to change current or implement new processes based on best practices.  These best practices are based in part on ITIL, the Information Technology Infrastructure Library, originally developed in the UK.  ITIL has a strong following, not only in Europe, but more and more by companies of all sizes and in all industries in the U.S. and Canada.

It should be noted that while ITIL provides an important set of process descriptions, each organization will likely have a unique set of business needs that should be the basis for how they implement IT service management.  It is with this in mind that we believe ITIL should be used as a set of guidelines, and modified based on business requirements, budget, personnel and other factors. 

WHO SHOULD READ THIS WHITE PAPER

This white paper may be useful to people with the following roles:

• Chief Information Officer

• Information Technology Director

• Help Desk Manager

• Customer Service Manager

• Technology Implementation Team

• IT Human Resources Department

This whitepaper highlights an approach that we have found provides the greatest positive impact on support organizations.  You may want to modify our approach through discussion with our consultants based on your specific business goals and objectives. 

Download SMA's 5-Step IT Assessment White Paper.

We would appreciate comments and suggestions about this white paper and our approach, and how you have achieved benefits from your own initiatives.  Please send comments to assessments@smasystems.com.