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.
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
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
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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