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ITIL Service Delivery
To consistently deliver high quality, high value IT Services to our customers BRev utilizes ITIL (Information Technology Infrastructure Library) recommended best practices. These practices focus on the alignment of IT Services with our customers’ business needs. When services meet the needs of the business, we are delivering quality and value. Value is determined by our customers and driven by 3 main components; the perception that they are receiving friendly and professional service from our service providers, the customer preference for the service including the tools and processes used to deliver that service, and the business outcomes the service enables our customers to achieve.
BRev Service Strategy
BRev takes pride in our ability to establish and maintain a solid understanding of our customers business needs and to envision future services that will enhance our customers IT experience. We start by following the processes and objectives of the core ITIL lifecycle, Service Strategy. In the Service Strategy lifecycle we asks questions that help us to identify the current and future needs of our customers. These questions help to ensure we are continuously aligning our services with the business needs. What services will need to be added, retired or replaced? What are our current capabilities and resources and do they align with the business IT needs? How can we modify services to enable success? Can we reduce cost, reduce risk, save time or improve customer satisfaction? Is there new Governance or regulations that require infrastructure or process change? The four ITIL processes of Service Strategy have been developed to help us answers those questions and to meet the objectives of the Lifecycle.
Business Relationship Management (BRM) is responsible for developing a close relationship with the customer in order to understand their business vision and mission enabling us to deliver high value IT services. This role should be performed by all service providers at some level but is often filled by the IT Service Delivery Manager. BRev encourages our team of service providers to escalate opportunities to improve services or provide new services so they may be evaluated and discussed with our customers. Every one of us contributes to delivering value and ensuring our customers’ success.
Financial Management ensures funding is available to cover design, development and delivery of services so they meet the businesses needs in a cost effective manner. It is the responsibility of every BRev service provider to deliver consistent, high quality service.
Demand Management is the ITIL process area that evaluates the customers demand for IT services. These demands will change with technology over time and can be different based on patterns of business activity throughout the year. BRev service providers contribute to successful demand management by escalating patterns of business activity and new or change service opportunities for review. Our subject matter experts are often the first to know of new technology or changes to existing technology and we encourage them to raise these opportunities for improvement.