SERVICE OPERATION MANAGEMENT IN IT DOMAIN. COMPARING TWO IT COMPANIES PROCESSES, FLOW AND RESULTS

The IT business companies are in continuous development, in the best way they can. As the market is always growing and keeping customer satisfaction at a high level usually consumes a lot of resources, it becomes more and more clear that there is a need of best practices for managing services in supported environments. This paper offers guidance on how to maintain stability in service operation, allowing for changes in design, scale, scope and service levels. Organizations are provided with detailed process guidelines, methods and tools for use in two major control perspectives: reactive and proactive. Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization and avoiding or resolving service incidents and managing problems. Included in this paper is a case study on a big IT company located in Timisoara, where we analyzed the processes and functions in place for the current service operation delivery. The second study case is made on a medium IT company located also in Timisoara, which has a different abordation of the Service Operations processes. By the end of the paper we compare the two companies, highlighting some solutions in order to improve the delivery.