IT Service Management

Process Assessment

For customers seeking a comprehensive end-to-end assessment of their IT Service Management processes. Key deliverables are:

• In-depth process assessment of the effectiveness of IT Service Management practices underpinning the reliable delivery of key business solutions
• Comprehensive examination of ITIL® assessment criteria, covering chosen by customer ITIL® processes
• Number of interviews with appropriate Customer staff and follow-up data-gathering (cross-validation)
• Tool implementation and usage assessment (gap analysis between organization processes and tool implementation)
• ITIL processes Metrics and KPI assessment
• Evaluation based upon maturity matrix
• Detailed report and numerical baseline scoring to drive and measure service improvement
  Formal presentation of findings

ITIL implementation

Our consultants will help you in implementation of best service management practices together with your current organizational practices. We will adopt and adapt the best service management practices to match your organizational needs. Key deliverables of the implementations are:

• In-depth process assessment of the effectiveness of IT Service Management practices
• Comprehensive examination of ITIL® assessment criteria, covering chosen by customer ITIL® processes
• Number of workshops with appropriate Customer staff and follow-up data-gathering
• ITIL® processes metrics and KPI definition
• Tool implementation logical to physical mapping
• Process design document including swim lane diagrams, process step by step description, roles and responsibilities definition, RACI matrix, glossary of terms, etc.
• Formal presentation and acceptance of designed processes

Our process implementation consulting services can be used independently for detailed process design to have full control during the process implementation into the ITSM tool. We also offer tool implementation based on products from Microfocus, Atlassian, EasyVista and other vendors.

ITSM tools implementation

ITSM toolsets help your organization in meeting your challenges of providing key IT service support and delivery. Through best-in-class tools to support tracking and resolving incidents and problems, implementing change requests and fulfilling service requests we enable IT to work with embedded best practice that will evolve with the demands of your business. Key deliverables of the implementations are:

• Physical to logical mapping of existing processes into tool implementation of all processes
• Tools installation and configuration
• Integration with e-mail
• Integration with Active Directory for authentication and data user data replication
• Integration with HR systems, SAP, IP Telephony, etc.
• Incident Management customization
• Problem Management customization
• Service Asset and Configuration Management Configuration and integration with CMDB and Discovery tools
• Change and Release management configuration
• Service Request Fulfillment configuration and customization
• Service Level Management process implementation and notification messages definition
• Views and Reports Definition (according predefined KPI’s)
• Report build into different Reporting Services
• Installation of CMDB and Discovery tools
• CMDB and Discovery tools fine tuning
• Service Tree build and implementation into CMDB
• Integration with the existing Resource Time Management tool
• Integration with Remote Control tools
  Project management activities

Service Catalog

Creation of Business Service Catalog is a first step in building trust relationship between the business and IT in the company. Business Service Catalog represent all services IT provide to the business. On the other hand, Technical Service Catalog helps to identify all supporting infrastructure components and what will be the impact in case of a failure. It helps to build end-to-end accountability for service provisioning and put the fundament for successful OLAs and UCs. We will work together with you to build an effective Service Catalogue that fully align with your organization’s requirements. Our approach includes:

• Define all business visible services;
• Develop extensive service descriptions, including service usage, business and technical owners of the services, relationships between business and technical services, maintenance windows, freeze periods, etc.;
• Build full functional Business Service Catalogue and Technical Service Catalogue
• Mapping between Business Services and Technical Services in the organization
• Implement Service Catalogue into internal SharePoint portal of the organization which provides following benefits:
• Visibility through the organization
• Granular access depending on the user roles in the organization
• Representation of the ‘life’ catalogue services and the services which are part of the pipeline of the organization – covering full organizational service portfolio – live, development and retired services
• Easy search and navigation
• Easy modification of the catalogue information by catalog administrators

IT Governance Consultancy

Enterprises have many reasons for implementing an IT Governance framework. COBIT 5 and ISO 38500 are frameworks for the governance and management of enterprise IT. They incorporate the latest thinking in enterprise governance and management techniques, and provide globally accepted principles, practices, analytical tools and models to help increase the trust in, and value from, information systems.
Key deliverables of the implementations are:

• Number of workshops with appropriate Customer staff and follow-up data-gathering for maturity assessment
• Gap Analysis report generation
• Templates preparation
• Procedures build
• Incorporating into management and operational practices of the organization
• Post-implementation audit (1 year after implementation) including adoption report

ISO 20000 certification

ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services.
Implementation of ISO 20000 brings with it many benefits and advantages. These will make differ from organization to organization. However, the following list is a pretty good representation of the common results:

• Maturity assessment
• Gap analysis
• Scope definition and negotiation with standardization body
• Template creation
• Fulfillment of the templates
• Process build and customization according the customer’s needs
• Clarification of the minimum standard requirements
• Establish Service Management System
• Certification pre-assessment
• Certification