Information Technology Service Management is a set of organizational capabilities for delivering value to the business in the form of services. Enterprise Service Management is managing businesses or functional services for the benefit of the Enterprise.

Procept will thus work with organizations to establish a service management system by designing, implementing, operating, and improving the quality of IT services to businesses.

This service covers the establishment of a service management system including the following:

1. Establishing a service catalogue
2. Preparing Service Level Agreements and other support agreements (Operational Level Agreements and Underpinning Contracts) to suit business needs.
3. Establishing Resolution Processes (Incident, Service Request, and Problem Management)
4. Establishing Control Processes (Configuration, Change and Release Management)
5. Establishing Relationship Processes (Business Relationship and Supplier Management)
6. Establishing Delivery Processes (Capacity management, Service Continuity, and Availability management, Service Reporting, Information Security, and Budgeting & Accounting Management).

Benefits of IT and Enterprise Service Management include:

• 1. Integrating services with the current and future needs of the business and its customers
  2. Improving the quality of the services delivered
  3. Reducing the long-term cost of service provision
  4. Improving efficiency and reducing operational cost
  5. Increasing self-service efficiencies and workload reduction
  6. Producing better return on investments on corporate investments
  7. Reducing overheads       commonly       associated       with     department-to-department interactions
  8. Increasing predictability in terms of both the quality and time scale of outputs.