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Service Management

Service Management matures and streamlines the planning, design, delivery, operation and control of IT Services to users that rapidly delivers business results in a repeatable, predictable and cost-efficient manner.
OwlPoint Axelos Certified Partner

OwlPoint is the most tenured Axelos Consulting Partner (ACP) in the United States. We are the experts in ITIL Consulting and provide a broad range of services including ITIL Maturity Assessments, Service Management and ITIL Roadmaps, Expert Guidance, Process Design, ITSM Program Management, and much more.

OwlPoint understands that every enterprise is different, with its own requirements for services, business objectives, decision-making processes and use of technology – just to name a few. OwlPoint offers a comprehensive set of IT Service Management offerings that help you create a high-performance IT operation and culture. OwlPoint recognizes that delivering broad-based capabilities requires IT leaders to adopt both a wide-lens view to understand broad IT capability as well as a microscopic lens perspective that answers capacity questions in a given function. To stay ahead of ever-evolving business requirements and user demand requires a forward-thinking approach about the way IT systems, processes and strategies are deployed and the way users interact with them.

Investing in a mature and proactive IT stance reduces costs and risk across the business from the way infrastructure (including cloud) is managed, to the way workflows are designed and ultimately the types of decisions that are made and value that is delivered to users. Enterprise IT users demand frictionless interactions that enable them to perform their everyday jobs without thinking about IT. When IT works best it works in the background seamlessly; enabling the functions of the business. Creating positive user experiences depends on how hard or how easy IT makes their jobs. Much has been discussed about IT Transformation, mostly within the context of a tool, but the realization of real value and transformation comes through the synergy and orchestration of all IT resources. The modern IT enterprise takes it all into account and is poised to grow and adapt rapidly regardless of business conditions. OwlPoint can assess where you are today, where you want to be tomorrow and help put you on the path to your future. Service samplings include but aren’t limited to:

  • Assessment: Provides Current State, Future State & Roadmapping
  • Governance: Process, Program, Systems, Policy & Procedures
  • ITIL & Business Process Design & Implementation
  • Help Desk Optimization

Let us help you implement an effective service management program. Contact us.

How Can the ITIL Maturity Model Benefit Our Organization?

The ITIL® Maturity Model is a tool used to objectively and comprehensively assess an organization’s service management capabilities and the maturity of the organization’s Service Value System (SVS).

The Ins and Outs of ITIL

ITIL stands for Information Technology Infrastructure Library.  However, with ITIL now being a broad framework that can be applied to a broad range of service organizations beyond solely IT, “ITIL” is no longer an acronym and has become a term to describe the best practices framework.

ITIL Maturity Model and ITIL Assessment Q&A

With the upcoming changes to the ITIL Maturity Model soon to be released by AXELOS, OwlPoint answers common questions about the new Capability and Maturity Model updated for ITIL 4.

The ITIL Maturity Model

To aid in our improvement goals and underscore one of the major components of the ITIL Service Value System, Continual Improvement, AXELOS has updated the ITIL Maturity Model. This will enable organizations to conduct evaluations and establish baselines to facilitate a continual improvement program.

ITIL 4 and the Business

IT consistently impacts the business. From finance to human resources, each department voraciously consumes digital services – often without even realizing it.

Standardize Business Processes Prior to Tool Implementation

IT organizations are often called upon to assist their companies transform themselves by applying new technologies and improving their business processes. However, these new business processes should be standardized and documented before new tools are implemented.

OwlPoint Announces Continued Partnership with AXELOS

OwlPoint is pleased to announce that it has extended its consulting partnership with AXELOS. This is OwlPoint’s fourth year as an official AXELOS Consulting Partner (ACP). For over a decade, OwlPoint’s focus has been on helping companies improve their organizations by leveraging best practices in areas such as Project and Program Management and Service Management. […]

Common ITSM Platform Selection Mistakes

Greg Smith describes a list of common mistakes made he has seen people make when selecting and implementing ITSM tools and provides some advice on how to ensure success with your new platform.

Value Co-Creation – Are Your Stakeholders Satisfied?

A successful business works with their customer to co-create value. While this is more prevalent in the COVID-19 era, it’s something that service providers should have done before the pandemic and something they should strive to do long after we’re all vaccinated and things are back to “business as usual”.  From an IT perspective, IT services are […]