We deliver consulting services in service management, project management and agile. We created a unique periodic table of ITSM processes that can be used to improve your service management capabilities.
We deliver shared service centre outsourcing services including call centre, help desk and service desk. Our value proposition is to combine the talents of our service desk agents in Central Europe with a local care of our customers at their premises.
We conduct assessments of your service management capabilities, processes or operating model to find out improvement opportunities or keep your organization compliant with international standards.
In collaboration with our partner NH Prague we are proud to deliver the best-in-class online and onsite training in service management, project management, agile and cyber security.
We are on market since 1992. Our mission statement is to provide worldwide high quality management training/consultancy & related outsourcing services with a focus on service and deliver excellence.
David is an ITIL Master. He is the co-author of an ITIL4 publication.
He is the head of the assessments and training services.
He speaks fluently French, English and Czech and is a world citizen with a human centric approach to IT.
Business intelligence exists for more than 3 decades and relates to the concept of data-driven organizations where decisions are made using data and not feelings. In service management business intelligence became one of the components of service intelligence. What is service intelligence? In the context of service management, we can
In ITIL4 warranty relates to the assurance that a service is and remains aligned with the service requirements. In fact, the warranty can be defined by design and by default. Let’s explore this concept with examples: If the service requirements relate to data privacy the service should guarantee the privacy
In a brilliant article on value orchestration platform (https://www.google.com/search?q=value+orchestration+platform%3A+model+and+strategies&oq=value+orchestration+platform%3A+model+and+strategies&gs_lcrp=EgZjaHJvbWUyBggAEEUYOdIBCjI0NTA4ajBqMTWoAgCwAgA&sourceid=chrome&ie=UTF-8) the authors describe important concepts related to value co-creation. Let us explore them and relate them to the ITIL4 Service Value System (SVS): There are 4 dimensions of value:The economic value (e.g. focus on price)The functional value (e.g. focus on solutions)The emotional
When a demand related to a product or a service is identified a legitimate question is whether it has to be handled by an ITSM capability or by an ITSM value stream. Let us explore the positioning of ITSM value streams in an organization. Some of the criteria to decide
In ITIL4 some practices are useful to identify unused resources to manage and deliver services. Let us explore these practices: IT Asset Management: the software asset management enables discovering the unused licenses. Service configuration management: this practice enables identifying the status of Cis to discover those that are unused. Monitoring
