Service Management

It’s no secret that businesses depend strongly on the reliable and stable day-to-day provision of Information Technology (IT) systems and services. However, many IT organizations struggle with satisfying their business customers as they strive to balance the need for agility in responding to business demands with the need for standardization, efficiency and cost containment. In addition, communication issues between teams often plague IT organizations, as do disagreements about quality of service.

Organizations and departments that acknowledge and understand these challenges will find great help in the application of Quint’s Implementation of Process-oriented Workflow (IPW™), which focuses on realizing a change of perspective within IT organizations, from both hierarchical to process-oriented perspectives.

Quint's Assessment Framework consists of four key areas of focus and analysis, which include:

• Strategy: The overarching business strategy and the implications it has on the IT department.
• Organization: The organizational or functional aspects of the IT organization.
• Process:  The support and development processes.
• Control: The management and control mechanisms including value drivers, KPIs and responsibilities.

Quint designs and implements improvement programs treating at IT "as a business." Quint believes an IT organization must have a clear strategy for aligning its services with the needs of its customers and the business. Additionally, it must have the proper structures, competencies and processes in place with an eye on Key Performance Indicators (KPI) to measure success.

QUINT'S Framework Assessment