Reflections Unique Support Process Framework
Reflections unique support process framework adopts best practices from ISO 20000-1:2011 and ITIL V3 combined to give the best in the industry.
The implemented IT Service Management System (ITSMS) covers the core areas of ITIL and best practices in IT Service support and IT Service Delivery.
The ITIL V3 Life-cycle provides best practice guidelines for implementing a new service or changing an existing service. The IT organization is primarily a service delivery organization. Over 80% of the IT budget (Gartner 2007) is consumed in providing services to the business. If the IT organization uses the ITIL framework with a view to “practical” and incremental service improvement then great benefit can be accrued very quickly in the form of improved service to customers (internal and external), lower service cost and improved quality of services and products delivered.
Reflections unique support process and tools was designed specifically for the IT support environment. Level 2 and Level 3 support requires a different process and operational focus than in a Level 1 Help Desk.
Reflections life-cycle processes build upon each other with the desired outcome of delivering superior service operations to the business customers by having repeatable processes in place, service level agreements, defined service parameters and communication protocols and continual service improvement initiatives constantly reviewing and implementing process and operational changes designed to improve service delivery and quality of service at a cost that represents value to the business.