What do we offer?
The effective functioning of the IT department in an organization has a significant impact on the quality of business processes by providing tools and a comfortable working environment for users. Additionally, it is a key factor in gaining a competitive advantage, and in the case of public administration, it directly affects the quality of service and the satisfaction of residents.
Regular ITIL process audits in line with ISO/IEC 20000 standards help organize and improve the efficiency of the IT department, while also reducing IT service costs.
Leverage our experience and raise the standards of IT service management.
How do we work?
1. Documentation analysis
We will define the scope of the audit. We will ask you to provide materials related to IT service management: a list of IT systems/services with brief descriptions, SLA parameters, reports on SLA compliance, a list of subcontractors with their support scope, etc. We will analyze the provided materials and clarify any potential ambiguities.
2. Audit planning
We will develop the audit plan. Together, we will go through the process of approving the audit plan and answer any of your questions. We will also prepare audit tools, such as checklists, surveys, etc.
3. Conducting the audit
We will conduct interviews with representatives from the IT department. We will analyze the practical application of the existing processes for supporting IT systems/services. We will also perform an assessment of the quality of the IT systems/services support provided.
4. Developing the results
We will prepare an audit report containing identified discrepancies, conclusions, and recommendations.
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What else do we offer?
We will help implement IT service management or its individual elements in your organization. Check our offer for other services related to IT service management.
Why us?
Knowledge and experience
Tailored services
Favorable conditions
We work as equals!
They trusted us
IT Service quality audit from our perspective
What is ITIL?
The ITIL library is a collection of documents presenting guidelines for IT service management. ITIL was developed as a set of best practices, where each of the main service life cycle stages is described in a separate publication with detailed guidance on its interpretation and the implementation of specific processes.
By applying ITIL, the quality of IT departments’ work can be improved through the use of proven best practices. Implementing these best practices enables the organization of IT areas by modeling appropriate processes and delivering effective and efficient IT services.
ITIL focuses on the value delivered to customers through IT services and actively supports IT in implementing business changes. It has enabled many organizations to transform the role of IT from an infrastructure provider to a professional business partner who understands the customer’s needs and delivers services in line with expectations.
ITIL identifies a detailed process model, with goals, actions, diagrams, roles and responsibilities, critical success factors, key performance indicators, support tool requirements, interfaces with other processes, and organizational structure guidance. It is the most comprehensive description of how a professional IT service provider should operate.
Examples of terms defined in the ITIL model include: incident, problem, Service Desk, SLA agreement, warranty, and service catalog. Therefore, ITIL has truly become a fundamental framework for anyone working in the IT industry.
What is included in the scope of an IT service quality audit?
Audit
– Preliminary audit of IT service quality, including:
– Analysis of existing documentation
– Verification of current methods for problem-solving and task execution for users
– Verification of configuration, change, and release management processes
– Evaluation of availability and continuity of IT solutions
– Analysis of applied information security mechanisms
– Analysis of relationships with suppliers and external customers
– Development of recommendations for improving IT service quality