ITIL CONSULTING SERVICES
…assessments, process re-design, education, audit preparation, coaching etc. !
“There are not more than five primary colours (blue, yellow, red, white, and black), yet in combination they produce more hues than can ever been seen.” – Sun Tzu
ITSM Consulting – service packages (ITIL, ISO 20000)
Implementation/optimization of ITSM/ITIL® processes!
Our services help organizations in the establishing of process oriented IT service lifecycle. Our approach in establishing/optimizing one process or group of processes is based on the recommendations of ITIL best practices or ISO 20000, and might include the following service packages:
ITIL® Service packages
ITIL-Process-SCAN© – Assessment of existing ITIL processes in the organization compared to ITIL best practices; identifying strengths/ weaknesses and recommending improvements. The assessment methodology is based on CMMI-Capability Maturity Model Integrated and it includes observing the existing practices in the organization, the analysis of the existing documentation and interviewing of employees.
ITIL-Process-OPTI© – Optimization of already present ITIL processes. Following the maturity assessment of the process, we make recommendations for improvements and, if accepted, perform process optimization and redesign.
ITIL-Process-OPTI+© – For organizations that do not have defined ITIL processes, we offer a complete process modeling from scratch; Design of ITIL processes (process diagram, detailed description of activities, roles and responsibilities, policies, interfaces, key templates, key performance indicators) as well as the concept for integration of processes into the existing organization practices.
ITIL-Process-ALL-INCLUSIVE© – This solution includes activities necessary for the establishment of a larger group of complex processes in the organization. Custom specific to the case of the organization. The approach typically includes:
- Conceptualization and planning
- Coaching of key people
- Education (seminars , workshops , simulations )- tailored to the needs of the organization e.g. process modelling workshops
- Consulting (strategic, tactical and operational)
- Project management
- Quality control
Using the best practices and our experience, we will help you to systematically improve your IT Service Management.
ITSM / ITIL Consulting
Our IT Service Management ( ITSM ) consulting relies on the best practices and standards ( e.g. ITIL, Service Desk Institute, Cobit 5, ISO 20000 .. ) which we combine and use according to the specific needs of your organization.
Conceptually, the implementation of ITSM includes a combination of elements pictured at Implementing IT Service Management poster:
Implementing IT Service Management
Based on the specific needs of your organization we will design the holistic concept of ITSM implementation, which could include some of the following general elements:
Strategy & vision
… “If you aim at nothing you’ll hit it everytime “
Your wish is to improve the IT Service Management in your own organization, but you are unsure on how to proceed . Our consulting include assistance in the following areas:
- Defining the vision, mission and goals
- Defining the project scope – a rough draft of the future process model
- Definition of the project benefits
- Identification of the challenges and risks and recommendations on how to manage them
A good start and defined goals are the foundation of success. At the end of this phase, you will have a Project charter for implementation of IT Service Management in your organization.
Awareness
People are a key success factor in implementing ITSM solutions. Often organizations in theory have everything they need for implementing IT Service Management (e.g. defined processes, tools , etc. ) but people do not accept the new way of working. We offer help in spreading awareness and often informing and motivating people for the upcoming changes. Some standard methods are:
- Apollo 13 simulation
- ITSM simulation
- Workshops and seminars customized to your specific needs.
Understanding the benefits and necessity of change is crucial for people to accept and began to use the new ways of working in daily practice. Involving people is the greatest challenge of any project! We offer Conceptual design of awareness and motivational activities as well as moderation of workshops and seminars.
Initial assessment
… ““If one does not know to which port one is sailing, no wind is favorable.” – Lucius Annaeus Seneca
You have set your goals and know where you want to go! But where you are now? Before you actually start, you need an objective assessment of your current position. To evaluate your “AS IS ” baseline, we offer you the following assessments:
- ITIL / ITSM Assessment (bazirano na ICMM-u, ITIL-u) – assessment of individual processes , group processes or complete IT Service Management in your organization
- ISO 20000 Assessment (bazirano na ISO 20000 Standardu) – assessment of IT Service Management processes against the requirements of ISO 20000 international standard for IT Service Management
- Service Desk Institute (SDI) Assessment (based upon Service Desk Institute standards ) – specialized assessment for IT Support organisation, Help Desk / Service Desk
- ISO 27000 Assessment – evaluation of information security system in relation to the requirements of the ISO 27000 standard
- Gap-analysis tailored to your needs
At the end of this phase you will have Assessment that reveals your strengths, your weaknesses and identifies and recommends improvements that will have the greatest impact. The next stage of planning will create a specific plan for establishing solutions according to stated objectives.
Planning
…which steps are needed to ensure success
Based on the assessment results and specified needs, we can help in developing the conceptual design and implementation plan.
In the planning phase we will create pre-requisites for effective implementation:
- Information gathering (interviewing, reviewing existing documentation )
- Definition of project phases
- Identification of project activities
- Identification of project roles and responsibilities
- Definition of priorities and mutual dependence of certain activities
- Planning activities by stages
The final deliverable of this phase is the Project Plan that provides instructions and guidelines for future project activities .
Design and implementation preparation
In this phase, you get ITSM solution design that comprises:
- Process design (process diagrams, processes descriptions, roles, policies, interfaces)
- Designing integration of new processes in the existing organizational models
In this phase, we also offer:
- Education (e.g. ITIL Foundation, Management workshops, Process workshops)
- Assistance in defining requirements for tools and tool selection
Implementation
In the solution implementation “theory meets practice” through combination of:
- Coaching
- Education (seminars, workshops, simulations) – customized, tailored to the needs of the organization e.g. processing workshops
- Consulting (strategic, tactical and operational)
- Assistance in defining the documents
- Goal achievement control
We support, lead and motivate you every step of the way. Using the best practices and our own experience we will help you to systematically implement/improve IT Service Management in your organization and achieve your objectives according to the project plan.
Final project analysis / Pre-audit analysis
At the end of the project it is important to carry out an analysis in order to make improvements and keep lessons learned for the future. We offer the Final Implementation review which includes :
- Overview of current situation
- Achievement of project goals
- “Before-after” comparison
- Project analysis
- „Actual-planned“ comparison
- What was good
- What was bad
- Lessons learned
- General guidelines for further improvements
Also, if needed we can do Pre-audit analysis of your state compared to the standard or the certificate that you would like to achieve, for example :
- ISO 20000 Pre-audit analysis
- ISO 27000 Pre-audit analysis
- Service Desk Institute pre-audit analysis
Continuous improvement
Upon project completion, the question is how to continue to improve and keep the positive momentum of the project. We can propose a methodology and ways to keep a positive trend and begin a cycle of continuous improvement.
ISO 20000:2018 – services
For organizations that want to be certified according to a particular standard (e.g. ISO 20000, Service Desk Institute,..) we offer: Audit and certification services.
Pre-audit consulting and certification audit
We prepare the organization for the following norms and standards: ISO 27000, ISO 20000, Service Desk Institute (SDI);
- Assessment in relation to a particular standard or norm: Prior to the official Audit, it is advisable to do one more check through Pre-Audit Assessment, determine any possible shortcomings and correct them. If the organization is considered ready for a formal audit, it will be proceeded to the necessary preparations for certification by authorized partners.
- Certification preparation
- Organizing certification and active support during the certification process
- (Audit and certification)
Certification
The certification body awards the certificate.
Formal confirmation of quality through certification motivates targeted improvements in the organization, and in the same time provides the organization with competitive market advantage.
The certificate is valid for three years. In this time, audit checks are done each year and complete re-audit is than carried out three years from the certification.
We also offer Controlling & Coaching services of project and quality assurance as an independent professional adviser outside the Operating Implementation Team.
Project control & Coaching
We offer service of professional independent advisor, independent of the Operating implementation team, responsible for project control and quality assurance. Our services are:
- Strategic and tactical management consulting
- Tactical and operational consulting for key process roles
- Deliverables quality control
Use our project experience!
ITIL v3 Posters
