ITSM Capability Assessment
Through a series of interviews with key IT and business staff, InteQ will assess your capabilities with respect to the ITIL Service Delivery, Service Support and Operational processes and recommend process improvements that will lead to quick wins and the best path for implementing ITIL within the organization.
The following will be included within the scope of the assessment:
IT Service Support (Service Desk, Incident & Problem Management, Change Management, Release Management, Configuration Management)
IT Service Delivery (Availability Management, Capacity Management, Business Continuity Management, IT Service Level Management & Financial Management )
IT Infrastructure Operational Processes - (Systems and Network Management)
IT-MAP
Using the output of the Capability Assessment, InteQ will provide you with a Management Architecture Plan (MAP). The IT-MAP includes a detailed solution design and plan for process implementation or improvement within the guidelines recommended within ITIL including critical factors for successful implementation of an entire ITSM program or a single process.
Planning to Implement ITSM
Delivered as a two-day workshop, Planning to Implement ITSM is designed to assist ITSM program stakeholders in understanding the organizational issues associated with an IT Service Management process implementation project and the overall context of a continuous service improvement program (CSIP).
ITSM Implementation Services
InteQ's implementation services leverage the work of the IT-MAP to operationalize key ITIL core processes within the IT organization. InteQ's mentoring approach provides oversight as processes are developed and initialized by enterprise process owners. All aspects of implementation from organizational guidance to reporting needs are covered within these implementation services.
Awareness
Executive and Team ITSM Overviews: These seminars provide corporate and IT executives and managers with an introduction to IT Service Management. Challenges faced by both the business and IT to survive ad thrive in today's highly competitive environment are discussed along with an approach to help IT achieve Operational Excellence.
Web-Based and Classroom ITIL Foundations Training
ITSM Best Practices Online - itSMF 2001 Innovation of the Year and teaches the fundamentals of the IT Infrastructure Library (ITIL). Prepares students for the ITIL Foundation Certification exam.
Classroom Training
ITIL Practitioner Class: Covers the implementation, management and day-to-day operations in each of the ITIL core processes
ITIL Service Manager Class: Teaches responsibilities ad processes for delivering IT services to the business community. Class leads to the internationally recognized Manager's Certificate in IT Service Management
Continuous Service Improvement Program (CSIP)/Mentoring
InteQ's ITSM mentor works with your organization's executive and management staff to help them understand and implement a Continuous Service Improvement Program (CSIP). The InteQ ITSM mentor provides guidance through a long-term relationship with process stakeholders while you work to continue to achieve operational excellence in your organization.
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InteQ's IT Service Management (ITSM) solutions are based on ITSM best practices, as documented in the IT Infrastructure Library (ITIL). ITSM best practices provide for a systematic approach to the planning, development, delivery and support of IT services that enables IT decision-makers to: