Enterprise Service Management
Enterprise Service Management is a methodology that refers to a business offering focused on service and the end customer. It involves an internal organization of operational processes aimed at delivering final outcomes. Aligning both business and IT processes with a service-oriented approach enables a company to focus on what truly matters for its success in the market.
One of the areas that benefits most from Service Management applications is the IT department — the nervous system of the company. In this context, Hogwart has outstanding experience in supporting the organization — particularly the IT Department — in adopting a service-oriented mindset and implementing processes and tools that help maximize the value of this cultural shift.
Within Hogwart’s Enterprise Service Management offering, we also include projects aimed at automating non-IT processes (such as administration, HR, and logistics), both on the front-end and back-end, for example through Robotic Process Automation (RPA) solutions.
Services:
- Definition of the Service Catalogue
- Design of the CMDB (Configuration Management Database)
- Analysis and redesign of the Service Level Agreement and its management process (SLM)
- Design of operational processes (based on frameworks such as ITIL, COBIT, etc.)
- Analysis, design, and implementation of Enterprise Service Management systems
- Analysis of administrative, HR, and logistics processes (both front-end and back-end). Design and implementation of their operational management.
Products:
Hogwart has selected the SMAX from OpenText , one of the leading market players.
- Business Service Management
- Enterprise Architecture / Project Portfolio Management
- Service Management Processes
- CMS – uDiscovery (CMDB)
- Application Monitoring
