ITIL/ITSM Practice
 

Reducing IT costs…improving service quality…through ITIL Best Practices

Effective IT Service Management is built on integrating people, processes, and technology into a well-designed system based on best industry practices.  The goal is to achieve efficient and effective IT operations by standardizing tools and integrating service and delivery processes.  To accomplish this, ESI works closely with clients to identify existing gaps in their Service Support and Service Delivery capabilities.

The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom’s Office of Government Commerce (OGC) that has been adopted worldwide as an integrated, process based, best practice framework for managing IT services.  Two books, Service Support and Service Delivery describe key processes IT organizations must have in place to provide quality IT services for its customers. 

Enterprise Solutions Inc. (ESI) professionals can assist you to go from the theory in the ITIL books to the practice of implementing an IT Service Management Solution.  Utilizing the ITIL/ITSM framework, we work to meld people, process, and tools to continue to meet and exceed customer expectations.  The ITIL philosophy adopts a process driven approach that is scalable to fit both large and small IT organizations and may be implemented in a phased approach to meet the requirements of the organization.

Through our collective experience, we have developed a body of knowledge and a proven methodical approach that ensures our projects are delivered on time, within scope, and within approved budgets. Through structured interviews, staff surveys, workshops and Rapid Deployment sessions, ESI can provide organizations with:

IT Service Management Assessment

The IT Service Management Assessment is designed to perform an objective review of your Service Support and Service Delivery processes.  ESI will assess your present service management capabilities to define a benchmark of your "as-is" situation and to identify the areas most in need of improvement in order to realize your management goals and objectives. Examples of assessment services:

The outcome of the assessment will define and prioritize a set of one or more projects that will allow your organization to realize the intent of ITIL: align your IT with business requirements, improve service quality and lower the long-term cost of IT service provision.

IT Service Management Strategy

In order for IT to meet the needs of the business, you first need to determine what your current and future needs are and then define an IT Service Management Strategy to implement selected solutions that are designed to achieve desired objectives.

ESI Consultants will work with your IT Executive Team to examine the key elements of strategy and the choices that should be made to define your unique IT Strategy.

Process Development and Implementation

This customized service helps you design, build, integrate, manage and evolve your IT processes to meet your specific business and IT needs.  Without effective processes, organizations will not realize their return on investment in technology.  Technology alone does not guarantee success.

Process development will design effective and efficient processes that meet your business needs.  ITIL processes can be challenging to existing departments and individuals as they impose new business rules to already established technical environments.  Many organizations underestimate the scale and scope of process improvement projects and the resources and expertise required to be successful.

IT Service Management Solution Design

ESI’s solution design services are designed to verify that the logical or high-level design puts sufficient consideration into the integration of the organizational issues and process considerations with the technology customization and tool selection. ESI Consultants will assist you in defining your IT management model as the foundation for effective process implementations. Following that activity, you will be led through the development of your guiding principles and then the process, organization and technology logical model.

ESI Consultants will facilitate the design of the process-based solutions with your process team. They use ITIL and other models, when required to fill in gaps or provide alternate approaches, to design process solutions that meet your requirements. The process solutions are documented in a standard format called a Process Reference and consist of process flows, activities, policies, and roles. These activities and the solutions that evolve from them set commonly developed goals and expectations that help create a path to success.

IT Service Management Solution Deployment

During solution deployment, you will develop the detailed workflow narratives and document the measures, metrics and user interface requirements for your service management tool suite. During the solution design phase, high level generic roles are defined. These form the basis for defining jobs, staffing levels, skill gap analysis, training, and recruitment plans. Then the tools are developed or customized, user guides are produced, staff members are acquired and trained and the pilot is planned.

The full deployment is successful due to the careful planning, design and development that preceded it. Preparation is the key to success when changing IT management from its current state to ITIL best practices.

CONFIGURATION MANAGEMENT and CMDB ASSESSMENT

ESI's CMDB engagement is designed to take an organization's inventory, assets, problem, incident and change management processes and systems to the next level of organizational efficiency by delivering policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data. The project is designed to create and capitalize on a global ITAM lifecycle processes and yield an integrated CMDB with both tactical and strategic organizational benefits.

Strategically the project is designed to deliver:

Tactically the ESI CMDB engagement focuses on the configuration management process, the actual CMDB database and Configuration Management Automation (CMA).

IT Asset Management (ITAM) Engagement

IT Asset Management (ITAM) establishes a lifecycle management process for all IT assets, managing a company's IT hardware, software and license assets. Asset Management, an ITAM (Information Technology Asset Management) discipline, still provides the basis for important ITIL processes like service level and configuration management and is required for service catalog and CMDB development.

Asset management projects are oftentimes triggered by events that highlight an organization's lack of information about their assets, such as data center moves or expansion, failed audits, overhaul of procurement processes, large inventories, or organizational restructuring.

ESI's asset management engagement starts by developing quantifiable financial benefits that may be used for calculating ROI including:

An asset management engagement also accounts for other non-quantifiable but important benefits, including the reduction of security threats (through having the capacity to track all information technology devices that could contain sensitive information) and mitigation of potentially damaging legal issues, such as security, intellectual property and licensing compliance breaches, as well as regulatory concerns.

ITIL Process Workshops

ESI Workshops are focused on promoting ITIL and its benefits across all levels of the organization.  In our private workshops, ESI can tailor ITIL education programs specific to executives, managers or staff and their respective task and mission.  These custom workshops can be designed to provide an introductory overview of the ITIL and its operational benefits, or focused on the application of a specific ITIL element to improve a critical IT business process.  Our ITSM Process Implementation workshops enable IT organizations to acquire the “how to” skills to assess, plan, design, implement and operate an ITSM program.

ITSM Training Services

When you embark upon a mission to change your organization you want experience, consistency, quality, and rapid results. The Open itSM Solutions training portfolio enables enterprise clients to acquire the skills and certifications to:

Our training methodology involves the student from both a “knowing” and “doing” perspective, letting them learn and practice the what, where, when and "how to" of ITIL design, implementation and operations.