The Professional Intermediation Service (SIP) provided by the Andalusian Employment Office (SAE) offers IT support to the whole network of Employment Offices, which means over 1600 users distributed across approximately 200 Offices in Andalusia.

In the more than 5 years since the Central Administration devolved the authority on Employment to the Andalusian Government, the SIP decided to boost the service it provides to its users: the network of Employment Offices in Andalusia.

The steps required to improve the efficiency of the services were drawn up to form ITIL, guidelines to be followed while providing IT Services were.

MP Sistemas, noteworthy ITIL services supplier, provided an advisory service for the SIP to assist in the reorganization of procedures, staff and tools in terms of management and provision of IT services, all done based on the guidelines of ITIL.

The first phase of this advisory service dealt with Configuration Management (Inventory), Service Desk and Incidence Management. The project is scheduled for continuation, through the creation of a Technical Office devoted to providing an advisory service on the results achieved during the first phase (modules, instrumentation, measuring systems) and to adjust and supervise their application.

Following the guidelines stated by ITIL is a considerable advantage for those organizations aiming to adopt the ISO 2000 standard, which officially certifies the quality of an organization in terms of IT Service Management.

Francisco Moriana
Account Manager