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Business & IT Service Management

Accion Labs provides end-to-end IT service management solutions including consulting, business and IT service management, application performance management, and IT governance. Their solutions aim to improve business impact of IT, quality of service, manage costs, mitigate risks, ensure standardization and compliance. Specific solutions include ITSM consulting, Transformational IT Management to align business and IT, Application Performance and Perception Management to monitor applications from the user perspective, and IT governance solutions to ensure proper alignment and controls between business and IT.

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90 views3 pages

Business & IT Service Management

Accion Labs provides end-to-end IT service management solutions including consulting, business and IT service management, application performance management, and IT governance. Their solutions aim to improve business impact of IT, quality of service, manage costs, mitigate risks, ensure standardization and compliance. Specific solutions include ITSM consulting, Transformational IT Management to align business and IT, Application Performance and Perception Management to monitor applications from the user perspective, and IT governance solutions to ensure proper alignment and controls between business and IT.

Uploaded by

genfin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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IT Service Management

Solutions
Accion Labs provides end-to-end ITSM solutions spanning ITSM Consulting, Business & IT Service
Management (TrIM), Application Performance and Perception Management (APPlytix) and IT
Governance Solutions.
Accion Labs IT Service Management solutions aims to deliver a set of core value propositions:

Improving the Business Impact of IT infrastructure and services

Improving Quality of Service

Managing and containing costs

Mitigating IT risks

Standardization

Ensuring corporate, technical, regulatory and environmental compliance


Our IT Service Management Solutions span the following:

ITSM Consulting

Business & IT Service Management (TrIM)

Application Performance and Perception Management (APPlytix)

IT Governance

Business & IT Service Management


Most IT organizations seek to become more customer-oriented in order to demonstrate their value
and contribution to their businesses. We offer a systematic, professional approach to the
management of IT service delivery, the adoption of which provides manifold benefits: increased
customer satisfaction, lower risk of non-alignment of IT and business, reduced cost of developing
organizational procedures and practices, greater reliance and confidence in IT services.

Transformational IT Management (TrIM) is Accion Labs approach to Business Service Management.


While IT Infrastructure Management is device focused management and IT Service Management
(ITSM) reflects the IT view of the world; Transformational IT Management (TrIM) is business-aware
IT Management.
Business Service Management aims to resolve the alignment mismatch between IT and business.
TrIM equips IT organizations to effectively support business goals of growth and profitability. This
translates into ITs ability to improve service, enhance efficiency, boost productivity, drive growth and
deliver business value.
Business perceives IT quality of service in terms of user experience. A dj vu moment for all IT
organizations is when line-of-business owners demand better, more consistent service guarantees
for key apps and services within the constraints of perennially tight budgets.

Application Performance Management


Business today demands consistent service guarantees for key applications and services across the
enterprise. Business customers rate IT quality of service in their own metrics, the user experience.
BSM (Business Service Management) & ITSM (IT Service Management) are meant to bridge the
alignment, however, many of such investments dont yield results as the business-IT alignment
strategy is loose and the rich data from these tools is not effectively converted to actionable
information.
APPlytix from Accion Labs solves Business-IT alignment problem. It leverages cross platform BSM &
ITSM capabilities to align IT with business goals. APPlytix is an acronym for Application Performance
& Perception Analytics where Perception is shaped by end user experience.
APPlytix closes the analytical and remedial gap between behavior of business applications and that
of the underlying IT infrastructure. Business Applications are monitored from the users perspective,
applications in rather than infrastructure out. Rich BSM & ITSM data is analyzed and actionable
inputs are provided with relevance to the business IT supports. Analysis and reporting is on how the
business application is consumed and the quality of that interaction. Predictive and preventive
possibilities are realized through trend analysis and intelligent inferences.

IT Governance

T has evolved from being an automation engine or facilitator of tasks to a force multiplier of growth
strategies, speed of response and compliance & control
To ensure that IT unleashes its own and businesses potential, it is important to bring in the
necessary alignment between business & IT and thereafter link it to the controls and measurement
to ensure a seamless linkage of all thats done to all thats sought
While simplistically depicted above, implementation of such a framework is a challenge with the
variance in decision making, multiple partners involved in IT including outsourced service providers
especially with limited automation in measurement and controls
Typical symptoms of a need to revisit the IT Governance framework are

Disagreements on ITs performance between business and IT Groups

IT investments producing less value than envisaged or projects being abandoned midway

Individual performance achievements not linking upto an organizational goal achievement

Multiple roles assigned the same responsibility or responsibilities not having any owner
assigned

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