Strategic Managment

NAPS Consulting helps organizations to develop and implement a 360o strategic plan encompassing initial assessment, process design, implementation and continual improvement, combining ITIL and eTOM best practices in order to provide the best value for the customer by applying the frameworks to the real organization. Our job is to guide you through the whole process from defining your business objectives and documenting the existing situation, over design and implementation to the successful putting in operation both your Service Management technical solutions and your supporting business processes. 

IT Service Management Consulting

IT Service Management (ITSM) is a discipline for managing information technology (IT) systems in terms of the customer's perspective of IT's contribution to the business. In the simplest terms, ITSM is the management of IT services to meet customer requirements.

The three major objectives for ITSM are:

• Integrating IT services with the current and future needs of the business and its customers
• Improving the quality of the IT services delivered
• Reducing the long-term cost of service provision

In IT Service Management, ITIL (Information Technology Infrastructure Library) has become the international standard framework of best practices intended to facilitate the delivery and management of high quality IT services. ITIL outlines an extensive set of people, process, partner and technology best practices intended to support businesses in achieving both quality and value in IT organizations. Organizations that implement ITIL framework experience business benefits like improved customer satisfaction, motivated staff and increased productivity, consistently and safely implement changes, reduction in the amount of time spent “firefighting”, reduction in repetitive problems, more business focused metrics, and an information technology infrastructure designed to meet the strategic needs of the business.

 ITSM Framework

eTOM and Business Process Management (BPM) Consulting

eTOM (Enhanced Telecommunications Operations Map) is a guide to best practices for business process management in the telecommunications industry. The model describes the interaction of processes between different stakeholders in the telecommunications value chain. eTOM is a Business Process Framework that describes these interactions down to the activity level, with different orientations and three major process areas:

• Strategy, infrastructure and product
• Operational management
• Enterprise management

The eTOM framework also includes cross-functional views that show how process components span horizontally across an enterprise. This allows for greater detail in interpreting process interaction across the organization.
eTOM is primarily a framework for the analysis and improvement of existing telecommunications processes, with an orientation towards customer support and satisfaction. 

Key Benefits:

• Scope includes all enterprise processes.
• Marketing, sales, and billing processes are identified as part of a high-level framework, assuring value in all low level processes.
• Operational layers are integrated with e-business processes and encourage customer’s self-management and online support.
• The lifecycle of different processes are managed appropriately based on the specific process being analyzed.
• External service providers and process participants are included in the framework.
• Companion to ITIL within the telecom industry

eTOM Framework