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IT management process

Pentegy offers support for clients in terms of IT management processes design and optimisation, both at the initial stage of building an organisation as well as existing organisational structures. Our approach utilizes the best market practices, including: ITIL and ISO 20000 standard. Building on our expertise and knowledge, we support our clients in comprehensive IT change management and the building of a service-oriented organisation.

IT services management based on ITIL best practices and the ISO20000 standard

Our consultants possess vast knowledge and many years of experience in implementing IT services management models using ITIL best practices. The key benefits of this management concept are: delivery of services that completely satisfy business needs, quality improvement and constant verification of service-related costs.

We support our clients in implementing processes based on ITIL best practices and ISO 20000 requirements, including in particular:

  • Service catalogue/level management
  • Service asset and configuration management
  • Licence management
  • Incident, problem and event management
  • Service Desk and optimisation of technical operations
  • IT performance management
  • Knowledge management
  • Financial management for IT services
  • Change management
  • Release and deployment management
  • Capacity and availability management
  • IT services continuity management
  • Information security management
  • Service measurement and reporting


IT processes modelling and optimisation
We support the client's organisation in the analysis, modelling and the optimisation of processes in the area of IT. Our consultants draw from many years of experience, best market practices in order to help clients organise their IT processes and they maximise efficiency using cutting-edge technologies and standards. The development of target processes is preceded by a thorough analysis of those currently existing. Recommended solutions take into account future improvements of processes as well as their adjustment to the client's needs and organisational structure. We support clients in defining a strategy for business process optimisation and standardisation, and we do this by assigning priorities to processes, organising their scope, designing a resource management model and devising implementation plans.  We advise on designing processes that support new business areas. In order to ensure a maximum understanding of target processes, we model them using notation suggested by the client (i.e. BPMN, UML).

Risk management, security management, business continuity management

In the area of IT risk management we offer services supporting the client in identifying gaps, bottlenecks and other potential IT elements that can generate threats to business continuity. Our consultants posses the necessary experience and competences in capacity management, disaster recovery and especially in business continuity planning, as well as business continuity management (including BS 25999 and ISO 22301 compliance). We undertake advisory projects in information security management (including auditing and preparations for ISO 27001 adoption). In order to reduce IT risks, we help our clients carry out projects regarding systems, interfaces, processes and procedures audits, both in strictly IT or business-related IT areas. We assist our clients in managing operational risk and risks associated with new investment ventures in IT.

We advise our clients on efficient and proactive business continuity management. The list of our services includes: business impact analysis and operational risk assessment, business continuity strategy design, business continuity planning and design of maintenance procedures, crisis management planning, business continuity audits and designing of data recovery rules.
We also provide support in implementing managerial improvements, including preparation to ISO adoption and the ISO certification process itself.

Audits of IT procedures and processes 
In order to identify possible improvements within IT organisations and IT service delivery processes, it is crucial to constantly monitor and evaluate the efficiency of processes and the operational use of procedures.
Our consultants assist client organisations in the implementation of IT processes and auditing procedures (in multiple areas i.e. IT security, change management and project management) in order to identify bottlenecks and gaps to define efficient methods for the optimal deployment of improvements.

Capacity Management
Capacity Management of a big, distributed ICT infrastructure is a task involving the mobilisation of substantial financial resources. A significant element of IT management within an organisation is the ability to foresee an increasing demand for assets.
The main objective of capacity management is to ensure and control the availability and capacity of IT resources, suitable for current and future business needs of the organisation. Capacity management provides the necessary information regarding the current and planned use of IT resources, allowing for the right investment decisions.
We offer assistance in the implementation of capacity management processes, defining a model of resource demand forecasting, taking into account varied assumptions, support in selecting the tools for the capacity management process, implementation of target solution and the tools allowing for its automation.

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