We went to appsec at a critical moment for our organization. It was necessary to change the ERP on which we worked, and we need to be ensured that our communications networks will work correctly and in a safe manner, something that was not happening, putting our activity at risk.
In 2016 we started, in collaboration with appsec, a review of our Incident, Request and Problem Management processes, achieving in a very practical way, thanks to appsec, an integration and simplification of activities, including the redefinition of the Center of Attention to Users, a new cataloging of services, and a new tool on which all the management of the demand for Business towards IT will pivot.
We had the need to review and establish changes in our service management model to adapt it to the best market practice to be more productive, be able to measure the results and therefore know the satisfaction of our client. We decided to start with incident management.
Without the support of appsec to help control and manage the project, it would have been impossible to achieve the initially proposed objectives, and this is also recognized by T-Systems. We had to make a very thorough control every day of the progress of the project to guarantee the expectations of the Diputación de Valencia. With the method used by the Project Office, we have an environment for the management of future projects that will help us guarantee their success.
The board of directors and executive management was aware that something more than a simple encryption tool was needed to protect the information. Aspects such as the definition and approval of policies that support the commitment of the board of directors and executive management were necessary.
We discovered Prot-On with a functionality that we do not find in other solutions, and appsec proposed a differentiating implementation methodology, first analyzing the information and then starting the tool
We had the need for a model of providing high quality IT services and internally sharing the knowledge of our work. Incident Management was available, but the right tool was not available. We responded to our business users, but we had to increase our efficiency and quality in this service. Therefore, due to the large volume of work and incidents that we had to solve, we needed a complete solution that would offer us alternatives, cover the entire lifecycle of services and assets, and be recognized internationally. For these reasons, we decided on BMC FootPrints.
In these moments, the perception of the Business is that it knows what is the relation between its processes and the technological infrastructure and applications that it needs, and what is the Target Recovery Time that it accepts for these systems. This allows us to properly design the disaster recovery strategy for each system. In addition, this study has allowed us to raise awareness in business areas of the need to take measures to help ensure business continuity from the IT perspective.
We had the need for a new model of providing computer services with a greater orientation of this towards the citizen and taxpayer so that he can directly access the service 24 hours a day, improve its provision and the functionality of the processes with the administration electronic, and facilitate collaborative work between municipalities and the Provincial Tax Management Service, in addition to operational productivity and innovation in this area.
ITIL has proven itself as an essential guide for the improvement in the management of information technologies. appsec has helped us to normalize our catalog of services and our change management
The ITIL seminars for the IT department have served to sensitize us about our role within the organization. After these days we have evaluated very positively the importance of implementing ITIL in IT services and its repercussion, both in the organization of our work as an internal service, as well as in the continuity of business processes. The collaboration with appsec has helped us to consider a more professional department organization with a more agile and better quality customer service.