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m a k e I T e a s y BPM & ITSM - Implemenng ITIL through BPM Sensing the need of the hour, organizations across the globe are rapidly transforming the dynamics of global market by duly integrating the process, people and technology for achieving the core business imperatives, streamlining the flow of information and standardizing the services. Many organizations define the process as services which have been driving them to improve profitability, productivity and fulfill the expectations of its vendors and customers. ITIL has received wide acceptability and has been widely adopted by leading organizations from private sector as well the government sectors worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney™. ITIL has also received validation and certification for its quality services from leading examination institutes, accredited training providers and consultancies, software vendors and well known service providers in the industry. ITIL as a Framework ITIL is the most widely accepted and adopted framework for identifying, planning, delivering cum supporting IT services to the business around the world. Benefits of ITIL based IT Service • Reduced costs – operational and capital • Improved customer and user satisfaction • Proactive service • Reduce integration • Improved service & productivity • Improved use of skills and experience • Improved delivery of third party service. What is BPM? BPM stands for Business Process Management. A Process in general is a sequence of activities which is defined, implemented and monitored to achieve a desirable goal. When it comes to an Enterprise or Organization, it is sequence of activities required to achieve the organization objectives and there by its vision. Business Process is the backbone of the architecture of an Enterprise. Hence more importance is given to modeling/defining of a process. Improving or reengineering an existing process will impact the efficiency and effectiveness in achieving the Organizations Goal. BPM Tools/ Systems The following steps need to carried for successfully incorporating a process in your organization • Process Understanding • Process Improvement • Process Optimization • Process Automation The specialized IT Tools utilized to carry out the above activities are defined as Business Process Management System/Suites (BPMS). BPM facilitates complete automation of end to end solutions for any organizations sticking to the defined framework and applications.

BPM & ITSM - Implementing ITIL through BPM - ebintl.com · BPM & ITSM - Implementing ITIL through BPM Sensing the need of the hour, organizations across the globe are rapidly transforming

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m a k e

I T

e a s y

BPM & ITSM - Implementing ITIL through BPM

Sensing the need of the hour, organizations across the globe are rapidly transforming the dynamics of global market by duly integrating the process, people and technology for achieving the core business imperatives, streamlining the flow of information and standardizing the services.

Many organizations define the process as services which have been driving them to improve profitability, productivity and fulfill the expectations of its vendors and customers. ITIL has received wide acceptability and has been widely adopted by leading organizations from private sector as well the government sectors worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney™. ITIL has also received validation and certification for its quality services from leading examination institutes, accredited training providers and consultancies, software vendors and well known service providers in the industry.

ITIL as a FrameworkITIL is the most widely accepted and adopted framework for identifying, planning, delivering cum supporting IT services to the business around the world.

Benefits of ITIL based IT Service

• Reduced costs – operational and capital

• Improved customer and user satisfaction

• Proactive service

• Reduce integration

• Improved service & productivity

• Improved use of skills and experience

• Improved delivery of third party service.

What is BPM?BPM stands for Business Process Management. A Process in general is a sequence of activities which is defined, implemented and monitored to achieve a desirable goal. When it comes to an Enterprise or Organization, it is sequence of activities required to achieve the organization objectives and there by its vision. Business Process is the backbone of the architecture of an Enterprise.

Hence more importance is given to modeling/defining of a process. Improving or reengineering an existing process will impact the efficiency and effectiveness in achieving the Organizations Goal.

BPM Tools/ SystemsThe following steps need to carried for successfully incorporating a process in your organization

• Process Understanding• Process Improvement• Process Optimization• Process Automation

The specialized IT Tools utilized to carry out the above activities are defined as Business Process Management System/Suites (BPMS). BPM facilitates complete automation of end to end solutions for any organizations sticking to the defined framework and applications.

Benefits of BPMS over Other Workflow Management Tools

1) Easy to define user friendly solutions for the ITILframework

2) Flexible to design and configure with any applicationwith a scope for optimization at any required time

3) Acceptable service levels, portfolio and knowledgesharing mechanisms

4) Efficient analysis of process with key performanceindicators

5) Simple to create a new process or modify the existingone

A BPM solution is proved to be cost effective over other Workflow Design Tool in terms of investment for changes to the existing workflows considering that most of theworkflows are hardcoded in to their application. Change often requires the involvement of vendor escalating the investment cost, whereas the induction of specialized BPM tools along with the implementation of the solution will be simplifying the process of incorporating the changes through the loaded IDE.

The capacity of BPM could be estimated, as it hasfacilitated the customer requirement of integration with Satellite Management Systems. With such powerful defined capabilities it will be definitely beneficial for the organization to implement BPM solutions.

BPMS & ITIL

ITIL as defined above is a framework with a set of best practices used industry wide around the world in ITSM. A solution which can integrate the power of BPM with the benefits of ITSM. While implementing a ITIL enabled solution, the need is to understand the challenges involved in implementing ITSM.

End to End Automation requires minimal manualintervention thus resulting in improved efficiency and productivity. It can be enabled with the rich features of the BPM Suites by providing features like Ticket Management, Chat, Social Media, Mobile Access, and Cloud Computing.

Enable On-Going Innovation and Change: Will the Solution be able to meet your business needs in future. An ITSM solution built on BPM provides greater flexibility for

• Process Creation or Customization• Systems Integration• Data Federation

Please find below the links to the reports from Forrester and Gartner on the BPM suites

• Gartner BPM Suites, October 2010

• Forrester BPM Suites, 2013 Q1

How we can be helpful Contact Us

e-business International, (EBINTL) Inc.,Jenny Plaza, V Floor, 5, Bharathiyar Salai, Cantonment, Tamilnadu - Tiruchirapalli 620 001Phone : +91-431-4200 409, +91-431-4200 412Fax : +91-431-4200 402,Email : [email protected]

Our BPM Professionals are experts in implementing BPMsolutions using OpenText BPM suite with acquired e-business International, (EBINTL) Inc.,

4365 US Highway 1 South,

Suite # 212, Princeton, NJ 08540,

Phone : (732) 516-1831, Fax : (732) 516-1832

Email : [email protected]

experience across various domains especially Banking and Manufacturing.

For further details on the services that we provide please visit our site www.ebintl.com

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