IT Service Management Consulting Services
The ITIL framework is “the” source of good practice in service management. ITIL is used by organisations worldwide to establish and improve capabilities in service management.
Areas covered by our IT Service Management consulting service include:
- IT Service Management Assessment
- ITIL Process Design
- ISO 20000 Assessment and Compliance
IT Service Management Assessment
Our IT Service Management Assessment Service involves on-site consultancy to critically review your IT Service Management operation. This includes conducting workshops; interviewing key stakeholders, management, customers; and reviewing documentation, current work practices and procedures. The assessment will identify strengths, weakness and opportunities, including quick wins.
Analytix Service Management assessment services will assess your present IT service and support capabilities to define a benchmark of your "as-is" situation and to identify the areas most in need of improvement in order to realise your management goals and objectives. Examples of assessment services include:
- Assessment of how well end-users and customers expectations are met by your current service portfolio
- Assessment of the maturity of one or more services or ITIL processes
- Assessment and selection of high-priority processes for improvement
- Assessment of your current processes for adherence to ITIL
- The outcome of the assessment will define and prioritise a set of one or more projects that will allow your organisation to realise the intent of ITIL: align your IT with business requirements, improve service quality and lower the long-term cost of IT service provision
ITIL Process Design
Our approach to IT service management process design involves a practical and iterative approach to process definition and documentation. We use facilitated workshops with key client personnel to define and document your service management processes.
These workshops focus on the single IT service management process and are attended by a small group of client personnel with intimate knowledge of each current state process and a clear vision of the ultimate desired state process.
Our consultant leads each workshop, during which the participants examine the ITIL best practice guidelines for that process in terms of:
- Process workflow
- Process roles (owners and participants)
- Review the current state process and compare that process with ITIL best practice
- Define and document the desired state process workflow in terms of workflow and roles
This ITIL design process involves translation of the business requirements into a technical “how to” for the project team to implement.
Typical outputs of the process design phase include:
- Detailed process flow indicating the major process inputs, activities, outputs and control requirements for the selected process (level 2 and 3);
- The compilation of a RACI matrix, detailing the resources that would be Responsible, Accountable, Consulted or Informed during the execution of the specific process;
- The compilation of Functional Allocation Diagrams (Fad’s) describing the key inputs, activities, outputs and control requirements for the specific sub-process contained within the main process
ISO 20000 Assessment and Compliance
Analytix’s ISO 20000 assessments are designed to examine and measure the compliance to ISO 20000 service management requirements within the organisation, and to identify areas of non-compliance where further work needs to be carried out in readiness for the ISO 20000 Certification. Depending on the type of assessment, the deliverables may include:
- The production of an Executive Summary report
- An ISO 20000 Compliance score that can be used as a baseline
- Details of major and minor non-compliances found
- Identification of recommendations for correcting non-compliances
- A Statement of Applicability
- A route map for moving forward to achieve ISO 20000
Benefits of the ISO 20000 assessment:
- Provides an independent assessment tailored to your organisation’s needs carried out by experienced consultants
- The approach is applicable to organisations of different sizes and whose existing Service Management processes vary in maturity
- For organisations wishing to initiate the improvement programme, the assessment can be used to provide a baseline upon which continuous improvement can be measured
- Provides a starting point for building a business case to achieve ISO 20000 Certification
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