Service Factory

The provision of IT services from an industrial perspective

Our Service Factory approaches the clients’ business, providing security and covering their needs at all times, adapting the service to business demands in a dynamic way.

The basis of this model is the efficiency and the saving of effort by reusing media, knowledge and proven methods. For this, we apply the best ITIL practices, Lean IT and own initiatives and methodologies.

Service Factory

Infography that shows that our Service Factory approaches the business of customers by providing security and covering their needs at all times by applying best practices ITIL, Lean IT and own initiatives and methodologies.

There are 4 blocks in which Fablicantes, suppliers and third parties, or Users and Clients, enter from the left.

They go to a Service Desk (N1), a first level of attention to users and resolution of incidents.

Then there is an Operarion Management (N2), which offers a second level of incident resolution, procedural changes, monitoring and data center maintenance.

As a third block, Technical Management (N3), it offers a third level of incident resolution, problems, non-procedural changes, contingency plan supervision and project execution.

All of them are supervised from a fourth block, that of Customer Management and that of the Process Improvement Office (OMP).

Service Factory

Infography that shows that our Service Factory approaches the business of customers by providing security and covering their needs at all times by applying best practices ITIL, Lean IT and own initiatives and methodologies.

There are 4 blocks in which Fablicantes, suppliers and third parties, or Users and Clients, enter from the left.

They go to a Service Desk (N1), a first level of attention to users and resolution of incidents.

Then there is an Operarion Management (N2), which offers a second level of incident resolution, procedural changes, monitoring and data center maintenance.

As a third block, Technical Management (N3), it offers a third level of incident resolution, problems, non-procedural changes, contingency plan supervision and project execution.

All of them are supervised from a fourth block, that of Customer Management and that of the Process Improvement Office (OMP).

Introduction

Under the model of this “service factory” we structure operating groups into functions defined in the framework of ITIL best practices. The responsibilities and activities of all operating groups are grouped into the three functions of the service: Service Desk, Operation Management and Technical Management.

To this model we add two other differential and transversal functions: IT Governance as support for the operation and good progress of the service, and Process Improvement Office, which guarantees the evolution and continuous improvement of the services.

Advantages provided by the Service Factory

  • Advantages provided by the Service Factory

    Provision of a homogeneous service, within the framework of a catalog of services.

  • Advantages provided by the Service Factory

    Unified and global IT Governance, with respect to the different functions of the service.

  • Advantages provided by the Service Factory

    Organizational structure based on roles.

  • Advantages provided by the Service Factory

    Standardized processes and procedures, supported by ITIL and continuous improvement initiatives.

  • Advantages provided by the Service Factory

    Infrastructure, tools and standardized and unified technical resources.

  • Advantages provided by the Service Factory

    Application of efficiency plans, analyzing their degree of application (volume versus effort)

We transform service models into common objectives with those of our clients.

XABIER ROA

IT Services
x.roa@ibermatica.com
943 41 35 00

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