IT Service Management

ValCom has made a major investment with both people and tools in supporting the Information Technology Infrastructure Library (ITIL) standard. The entire ValCom management team, as well as key personnel, are ITIL certified. In addition to this, any tools that ValCom develops must pass rigorous ITIL standards. ITIL is quickly becoming a framework for best of breed service delivery that results in managing IT like a profitable business. ValCom’s commitment is to provide resources and tools that are ITIL based that bring:

• Better management of the Total Customer Experience in order to improve customer satisfaction
• Service provider accountability to reduce the risk of not meeting the business requirements
• Process certification to reduce costs and increase better communication flow
• Employee self-provisioning can be implemented
• Proven business value with scalable solutions
• Continuous improvement through quality assurance methodologies
• A Single-Point-of-Contact software solution to manage IT services and projects - Tour the WebSPOC Solution

WebSPOC ITSM is a web-based, single-point-of-contact software solution leveraging industry-leading methodologies perfected from years of proven experience in service management and project execution. WebSPOC centralizes the management of standard, repeatable processes that align with the strategic initiatives of a business. IT organizations are able to resolve incidents more quickly, proactively adapt to changes and reduce cycle times by monitoring and managing service level agreements with each individual task composed in a work package.

WebSPOC provides:

• Product & Service Catalog - a portfolio of standard product and service offerings; routes technology requests to the appropriate approvers for control and consistency and dispatches service requests to internal and external service providers with an attached SLA for completion.
• Process Improvement - streamlines communication for customers, partners and service providers involved in an organization's portfolio of project and service offerings; promotes improved business productivity and efficiency; provides managers with the visibility to easily assess quality and performance.
• ITIL Framework - certified by Pink Elephant's PinkVerify™ as being compatible with the five IT service management processes of: Incident, Problem, Change, Service Level and Configuration Management.
• Governance & Compliance - offers control and visibility of projects, as well as roll-outs of strategic changes and service; provides dashboard views of work performed for each task in a workflow process to assign clear accountability to each knowledge worker; also documents changes.
• Asset & Configuration Management - standards-based eProcurement is layered on top of an ITIL-compatible CMDB architecture; enables true end-to-end asset lifecycle management.

Related Services:

• Implementation & Process Design
• Project Management
• Desktop and Infrastructure Management
• Procurement Services
• Strategic Staffing
• HP OpenView Integration