At the 2005 Gartner Symposium/ITxpo in Barcelona Peter Sondergaard, global head of research at Gartner said that "IT organizations must have the confidence to make key decisions on new technology if they are to move from being a business enabler to a business contributor and play a central role in the future of business strategy". Touchpaper's strategy to enable customers to meet these requirements is what we call IT Business Management (ITBM).
"ITBM enables businesses to maximise their potential through providing the highest levels of service to their internal and external customers. Touchpaper's ITBM solutions have been designed to help position IT services as the strategic infrastructure for facilitating maximum employee productivity and customer satisfaction and pivotal to the delivery of the Key Performance Indicators (KPIs), vision and goals of an organization."
ITBM covers the core areas of IT Service Management (ITSM) Customer Service and Support (CSS) and Network and System Management (N&SM). The key goal of ITBM is to align these 3 disciplines to measurably achieve the business's strategic and operational goals.
Our aim is to provide ITBM solutions and services that help our customers address the following goals:
- Provision of excellent service to both internal and external customers as a matter of course
- Leadership in thinking about effectiveness, efficiency, security
- Pro-active use of technology to drive growth, revenue, value for money, customer satisfaction, good governance and best practices
ITBM enhances and extends the concept of Business Service Management (BSM). BSM, the generic industry term for tools that document and correlate IT components to business services, enables more-productive communication between the IT department that delivers the services and the business users who consume them. ITBM adds a customer component to this concept.