Managed Service

TRIOLOGY GmbH has been successfully supporting ITIL processes for several years. Our employees are involved in process consulting for various processes. These include central release management, incident management, problem management, and asset and configuration management.


The initial situation

TRIOLOGY GmbH was commissioned to provide supporting services within the framework of the ITIL processes.<br/> The goal was to process defined task packages, which were initially described and documented within the framework of transition phases for the individual processes before these were transferred to regular operation.



The solution

Within the scope of our project and process consulting, we defined and introduced individual service catalogs for the individual processes in direct cooperation with our customer during a time-limited transition phase. In addition, the activities in the transition phase were examined and compiled with regard to their optimizability as well as automation potential.<br/> The order implementation was carried out in ten processes, whereby at least one fixed contact person and a network of representatives were defined for each process.<br/> <br/> With the help of cross-process knowledge building, it was possible to compensate for (un)planned absences and peaks in effort.<br/> This primarily included:

> Definition of clusters.

> extensive documentation and transparent filing structure.

> regular participation in several processes.

In addition, parallel to the start of regular operations, an experienced consultant was assigned to optimize the existing processes.<br/> His tasks were, in particular, the review as well as evaluation of the collected activities in the processes and the comparison of the activities to a cross-process similar procedure (standardization and automation).



The result

Based on the customer requirements, the support in the<br/> process control as well as the process optimization could be ensured.<br/> The services could be self-organized and processed independently by TRIOLOGY GmbH employees* and implemented according to the given QA guidelines and work instructions.


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