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ITSM Assessment Service Information

We provide a full suite of services to meet your organizations IT Service Management needs. Our consultants can assist with everything from helping to define and document the future state vision to providing workshops on process improvement methods.

A typical ITSM engagement starts with at least two client consultations where our job is to ensure that a clear vision of what is needed is defined, documented, and agreed upon by senior management and the project sponsor.

Our ITSM Assessment service can provide your organization with a report and gap analysis of your current state in the following five areas:

1. PEOPLE - Your IT Staff is interviewed so that we can gain an understanding of the current workflow, ITSM Awareness level, as well as to determine what, if any training is requireed. We also provide recommendations on what training is required to ensure success. During the interview our consultants also gain an understanding of the corporate culture, workload, and the overall willingness to change at a personal level.
2. PROCESS - We review all of the available documentation and talk to current process owners regarding standards, policies, processes, and procedures.
3. TECHNOLOGY - An experienced and knowledgeable ITSM consultant will assess your current state with regard to tools, automation, data collection and correlation, as well as reporting capabilities of your implemented tool.
4. ORGANIZATION - We go beyond the People, Process, and Technology of the typical ITSM Assessment. We believe that an ITSM Inititiative cannot be successful with out organizational transformation. Our team will provide you with strategy and a wealth of tools to ensure success.
5. MANAGEMENT - Often over looked, however, it is a key aspect to ensuring success. We strive to provide candid open and tactful suggestions that will help middle and upper management with the principles and concepts required. Our goal is to ensure that each and every manager sees and understands their role and how it affects both superiors and subordinates.

ITSM Assessment deliverables include:

1. CLIENT ENGAGEMENT BOOK - This is a complete record of our activities while on site. It includes records of all meetings, important phone conversations, e-mails, and various other documents. Anyone can pick up this book (soon to be available via the www portal at DL.Q-ITSM) and see exactly what was accomplished while on-site.
2. STRATEGIC SUCCESS PLAN - This is the roadmap that ensures your strategic success. It contains the defined, documented, and agreed upon future state. A current state report on the five areas outlined above. A gap analysis to identify both quick wins and strategic activities that will ensure the future state is achieved. A high level project plan, including resource requirements is also included.
3. EXECUTIVE BRIEFING - Our assessment is finalized with the on-site delivery of this 45 minute exectuve briefing focused on providing the project sponsor as welll as other senior and executive managers with the information they need to make educated decisions regarding next steps with regard to an ITSM Initiative.