Outstanding quality in terms of the services offered – this is the minimum expected by the partners and customers of EASY. In order to live up to this demand in the future, EASY will be using the IT Infrastructure Library, or ITIL, from now on. In the field of IT business processes, this collection of best practices for IT service management is seen as the standard for IT business processes.
EASY staff have completed training in ITIL
Many of EASY’s clients base their organisation and processes on ITIL; now EASY is also following this path. The first step saw colleagues from the support, development and quality assurance departments take part in a three-day ITIL 2011 Foundation training session in February, and successfully pass the subsequent test.
Simulation workshop for implementation training
In order to consolidate the freshly acquired knowledge, EASY then arranged an Apollo 13 simulation workshop. The aim was to put the theory into practice in a fun way. The Apollo 13 mission by NASA provided the scenario, including the historic audio recording of the radio conversation between the Apollo astronauts and Ground Control in Houston. Each participant had to fulfil or delegate a task using pre-defined roles. They were not able to fall back on existing knowledge, as all of the tasks were completely new.
Initially, there was relatively little organisation in the way the participants attempted to solve the simulated problems – for example noises in the communications or a loss of oxygen. Using the knowledge acquired in the ITIL training session, their teamwork became more structured, which in turn allowed them to achieve the pre-defined objectives.
Lessons learned: Defined processes and interfaces are a must
The simulation proved how important the consistent implementation of clearly defined processes and interfaces is for a smooth process. It avoids unnecessary work and guarantees that tasks can be resolved quickly and efficiently. One thing is clear: EASY will train more members of staff and will base processes increasingly on ITIL – for the best service and outstanding quality, and for the good of our clients and partners.