Internal and external IT service providers today face the challenge of proving the quality and cost of their services to their customers based on business and contractual obligations. Digital Fuel ITBM provides these service providers with the visibility and control they need to know about the quality and cost of their IT services. The solution automates labor-intensive and error-prone manual workflows.
Delivering transparency regarding costs, quality and service usage, Digital Fuel ITBM also enables well-founded decisions for service optimization and thus makes a decisive contribution to open communication between IT and business.
The determination of costs and the transparent presentation of the quality of IT services is at the core of Business Service Management. The modelling of the cost units within a graphical cost model and the drill down to the business service and its users enables a detailed analysis of the costs of service provision. What-if scenarios enable well-founded decision-making, e.g. when changing suppliers or for virtualization projects.
IT Financial Management Foundation significantly reduces the effort required by automating activities that were previously performed manually, from demand planning to budget planning. In addition, the system shows the actual savings achieved.
Service Intelligence enables service providers (internal and external) to efficiently manage their business and contractual obligations. The SLA and Service Relationship Management solution gives them the visibility they need to ensure the success of their service relationships with their customers and suppliers.
This enables these companies to standardize and optimize their own processes themselves.
Extremely fast project planning leads to fast results, Service Intelligence is easy to maintain and flexible in customization. The system is highly scalable and works with extreme reliability, even with several thousand SLAs, KPIs, measured variables and users. amasol and Apptio have extensive experience in implementing the largest installations in the field of SLA management. Service Intelligence is currently the only solution available on the market that allows the easy creation of Service Level Objectives (SLOs) and metrics, via a graphical interface, without the need for programming skills.
With the graphical development environment, it is possible to create Service Level Objectives (SLOs) and individual reports quickly and intuitively. Additionally, the specification of data sources and their mapping to the corresponding contract-relevant information can be implemented very easily.
Service Intelligence provides the technological basis for implementing Service Level Management, according to ITIL. In the first step, the services are defined by the description of the corresponding components and delivery blocks and transferred to Digital Fuel ITBM. Additionally, both the customer and supplier structure, as well as the internal organizational structure, are mapped in the system.
In the second step, Service Intelligence maps the entire process from the creation of the SLA contracts through their approval to their activation and verification of contract fulfilment.
The monitoring of compliance within the service levels defined in the SLA takes place automatically according to the logic depicted. Through the integration of a calendar function, SLA compliance is determined taking into account business hours, maintenance intervals, public/national holidays and much more.
Digital Fuel’s ITBM reporting is based on user roles and permissions that can be set up in a variety of ways. The user can then drill down to more detailed information. In addition to the purely technical information on SLA compliance, the reports also provide information on bonus-malus rules. Trend analysis is another important feature of ITBM.
The results of service compliance can be presented in monthly service level reports in a customer-centric manner in order to be able to conduct a target-oriented discussion with the customer, based on cause and effect, with the aim of achieving joint service optimization.
For further questions and information please contact us.
We will be happy to advise you.
Dr. Josef Schneider
Campus Neue Balan
Claudius-Keller-Straße 3 B
Tel.: +49 89 1894743-88