Excellent service management processes are proven to deliver quantifiable business value through timely response, improved availability and enhanced system performance. Indeed, adherence to service management standards such as ITIL – IT Infrastructure Library – is now prerequisite for many organisations.

So why are are so many organisations still struggling with:

•	Poor service management processes?
•	Unsuitable point solutions with a finite lifespan?
•	ITIL consultancy that costs more than the annual budget and delivers unused (and unusable) process documentation?

Business Value

Despite anecdotal evidence to the contrary good service management can and does deliver quantifiable business value. How can organisations finally achieve the goal of aligning IT service delivery to the business to attain real value for money?

•	Avoid over-engineered, complex processes – use proven ITIL methodology that delivers generic processes rapidly.
•	Ensure these processes are tightly integrated with the underlying service management technology.
•	Use enterprise class service management products that can scale and support the entire ITIL operational process set.

Getting there

Partners in IT’s Subscription Service Management solutions are based on proven technology and methodology. The solutions deliver best practice service management to organisations of any size – in a rapid timescale and at a fixed cost.

Subscription Services offer a wide range of benefits:

Financial Control Subscription services are based on a fixed annual cost – based on a per user license.

Service Evolution Organisations can start with the most basic function, call logging, and evolve at their own speed towards complete ITIL compliance.

Enterprises Class Technology The solution leverages PiIT’s extensive investment in HP Service Desk/Service Centre and OpenView technologies, providing low cost access to market leading, fully functional service management software.

Quantified Return on Investment Combining fixed costs with excellent Key Performance Indicator reporting enables IT to demonstrate the business value delivered by service and support.

Core Focus IT can focus on supporting business critical applications.

People

Partners in IT recruit and develop the best talent available to deliver an outstanding service support experience to our customers. Our people are all accredited in both the technologies we use and ITIL. This ensures that the team is able to work with our customers to meet their required levels of quality assurance, governance and compliance.

Process & Technology

At the heart of the Partners in IT Subscription Service is the adoption of the Alignability Process Model (APM). Unlike other ITIL methodologies which simply define best practice processes, the APM is tightly integrated with the HP Service Centre and Service Desk technologies.

This tight integration is essential. It ensures processes are defined down to work instruction level by the APM and that the processes are enforced by the software solution.

It is only by enforcing these processes that organisations can successfully achieve long term ITIL compliance – and the benefits associated with tightly aligning service delivery to business needs. Without this software-led process enforcement, organisations risk wasting their investment in ITIL Foundation Training courses. Unless the processes are enforced, simply explaining the value of good service management to the business is unlikely to achieve the required transformation in service culture.

“Tightly integrating the people, processes and technology is the key to successful service management.”

Paul Cash, Managing Director, Partners in IT

By providing low cost access to enterprise class, scalable technology organisations can now break out of the costly cycle of investment/replacement of point solutions that fail to support the breadth of service management needs and have a finite lifespan.

Using the generic, best practice ITIL processes defined by the APM organisations can rapidly achieve a transformation of the service management function. Indeed, the first steps of call logging, incident management, problem management and configuration management can be achieved within weeks, rather than the typical 12-18 months timeframe.

Subscription Services

Partners in IT is currently offering several subscription services:

•	Service Desk
•	Event Monitoring
•	Asset Management
•	Key Performance Indicator reporting via dashboards

The services are based upon an extensive investment in highly available HP Service Centre/Service Desk and OpenView technologies, with full disaster recovery.

Each service can be matched to reflect the specific needs of an organisation – even hosted as a managed service within a company’s firewall if required.

The multi-tier subscription model enables organisations to add functionality to meet evolving business needs, enabling a structured evolution towards fully ITIL compliant service management.