DOCOMO interTouch implements IT Infrastructure Library

DOCOMO interTouch, one of the world’s largest hospitality technology providers, has implemented the IT Infrastructure Library (ITIL), a best practice approach to IT Service Management that is used by thousands of organisations worldwide, including Microsoft and IBM.

With ITIL, DOCOMO interTouch aims to put in place for the first time ever, a framework to effectively manage and formalise its operations and processes across its offices situated in over 58 locations in 34 countries.

The new framework is being rolled out under DOCOMO interTouch’s global 6 Alpha program, an initiative the company has embarked on this year to maximise business efficiency.

The 6 Alpha program evaluates, modifies and optimally aligns DOCOMO interTouch’s organizational structure and growth strategies in this dynamic market condition.

The 6 Alpha program develops initiatives that target improvements in the six key focus areas of customers, employees, product enhancements, innovation, market share strategies and operational efficiencies. In order to achieve this, initiatives are built around customer service delivery, sales force effectiveness, administrative policies and enhancing product offerings.

Charles Reed, CEO, DOCOMO interTouch, said, “DOCOMO interTouch’s scale and scope have increased considerably over the last three years, increasing revenue by almost eight fold. This tremendous growth curve has signaled the need for us to adopt industry best practices in building a more efficient organization. Initiating the ITIL framework has been one of the steps in this direction.”

“ITIL will allow us not only to reduce costs and increase efficiencies but also enhance the skills of our IT team. By streamlining our processes, we will be better-equipped to serve the needs of our 1,400 hotel partners worldwide,” Charles added.

The ITIL framework will also allow DOCOMO interTouch to more effectively manage its growth and expansion around the world. The company, which provides hotels with a complete suite of solutions from broadband Internet to multimedia services such as Internet-Protocol Television (IPTV) and Voice-over-Internet-Protocol (VoIP), is currently one of the largest hotel technology providers in Asia Pacific and seeing strong growth in the Americas and Middle East.

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