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© 2011 ITPMG, LLC. All rights reserved.
IT Rapid Review Assessment Services:
Service Management
Service Management
Optional
In addition to the deliverables listed above, we can assist clients in a more detailed full service management assessment and help implement the approved initiatives.
Target Audience:
CIO, COO, CEO, CFO
IT Executives and Sr. Management who are responsible for Service Management and service support across the enterprise.
In addition to the deliverables listed above, we can assist clients in a more detailed full service management assessment and help implement the approved initiatives.
Target Audience:
CIO, COO, CEO, CFO
IT Executives and Sr. Management who are responsible for Service Management and service support across the enterprise.
One of the biggest challenges to every CIO and senior executive today is the determination of where
and how much to invest in IT.
Most IT installations are intended to increase the efficiency, effectiveness and quality of an organization's processes, products and services. It is safe to say that the costs to maintain those installations are coming under more and more pressure every day. Maintenance and service reliability costs impact the total cost of ownership and the efficiency of an operation at the same time. Understanding the reliability of a product can help an enterprise choose the correct product and/or maintenance contract, improve efficiency and reduce costs.
Many organizations collect enough data to monitor the performance of the break fix vendor as to the Service Level Agreement (arrival of a technician on site) but often miss significant amounts of information relating to service events placed by the equipment through a call-home function, or to manage the service performance to establish if the first technician on site could fix the problem, or if the problem was repaired in a reasonable period of time.
Our offering provides an assessment and evaluation of the help desk/service desk and the effectiveness of the service management process. We look at the linkage between incoming calls and the information loop that follows as it relates to reliability and stability of all IT hardware products.
The analysis and data can be used immediately to pin-point operational problems, evaluate compliance with vendor and help desk SLAs, and reveal differences between deployed products.
Description:
The IT Rapid Review Assessment - Service Maintenance offering provides a fast and efficient assessment and evaluation of the current IT hardware maintenance environment that cover the following:
Most IT installations are intended to increase the efficiency, effectiveness and quality of an organization's processes, products and services. It is safe to say that the costs to maintain those installations are coming under more and more pressure every day. Maintenance and service reliability costs impact the total cost of ownership and the efficiency of an operation at the same time. Understanding the reliability of a product can help an enterprise choose the correct product and/or maintenance contract, improve efficiency and reduce costs.
Many organizations collect enough data to monitor the performance of the break fix vendor as to the Service Level Agreement (arrival of a technician on site) but often miss significant amounts of information relating to service events placed by the equipment through a call-home function, or to manage the service performance to establish if the first technician on site could fix the problem, or if the problem was repaired in a reasonable period of time.
Our offering provides an assessment and evaluation of the help desk/service desk and the effectiveness of the service management process. We look at the linkage between incoming calls and the information loop that follows as it relates to reliability and stability of all IT hardware products.
The analysis and data can be used immediately to pin-point operational problems, evaluate compliance with vendor and help desk SLAs, and reveal differences between deployed products.
Description:
The IT Rapid Review Assessment - Service Maintenance offering provides a fast and efficient assessment and evaluation of the current IT hardware maintenance environment that cover the following:
Our consultants have expertise in working with both large and small complex organization to achieve
the maximum benefits of their IT organization. We have assisted our clients in developing service
management practices and processes as well as assisted in the implementation of the those newly
developed practices and process. The team also has experience in performing service management
benchmarks for cost comparative purposes.
We team with our clients to develop the assessment based on their goals and business requirements, and educate their team in the process. We feel that this is important so our clients can take ownership for the recommendations, and are capable of making continual adjustments to the recommendations as changing business needs demand.
Deliverables
Standard
Our service offering delivers the following results:
We team with our clients to develop the assessment based on their goals and business requirements, and educate their team in the process. We feel that this is important so our clients can take ownership for the recommendations, and are capable of making continual adjustments to the recommendations as changing business needs demand.
Deliverables
Standard
Our service offering delivers the following results:
• An assessment and evaluation of the current data privacy policies in place and processes in use
• An evaluation of the current data privacy protection IT support tools
• A gap analysis comparing the data privacy policies, processes and IT support tools to
•.compliance expectations
• An evaluation of the current data privacy protection IT support tools
• A gap analysis comparing the data privacy policies, processes and IT support tools to
•.compliance expectations
Our consultants will deliver a summary report that includes the above deliverables and present the
findings to our client's management.
Work effort may be on-site of off-site and is conducted as follows:
Work effort may be on-site of off-site and is conducted as follows:
• ITPMG will work with Client's IT staff to gather the information for review
• Work effort is limited to two days for data gathering, one day for analysis, and one day for an ..interactive presentation of findings and recommendations
• ITPMG assumes client has a readily available application inventory, and will send to ITPMG ..within two business days upon request
• We also assume that selected IT and user staff are available for completing our assessment ..and for interviews
• ITPMG will present findings and recommendations within 7 business days after receipt of all
•.information/data from the client and present to the CEO, CIO, CFO and COO
• Work effort is limited to two days for data gathering, one day for analysis, and one day for an ..interactive presentation of findings and recommendations
• ITPMG assumes client has a readily available application inventory, and will send to ITPMG ..within two business days upon request
• We also assume that selected IT and user staff are available for completing our assessment ..and for interviews
• ITPMG will present findings and recommendations within 7 business days after receipt of all
•.information/data from the client and present to the CEO, CIO, CFO and COO
Performance Services
Rapid Review Assessment Solution Suite Services
Performance Management & Measurement Services
Benchmarking Services
ERP Optimization Services
Software Development Process Improvement
Risk Management
Skills and Compentency Management
Planning and Strategy Services
Business Planning and Analysis
Business Process Management
Contract and License Management Review and Analysis
Enterprise Network Infrastructure Strategy and Planning
Enterprise Resource Planning (ERP) Strategy Services
IT Strategy and Plan Review
Storage Strategy and Plan Review
Security and Regulatory Compliance Strategy and Planning
Vendor and Technology Analysis
Rapid Review Assessment Solution Suite Services
Performance Management & Measurement Services
Benchmarking Services
ERP Optimization Services
Software Development Process Improvement
Risk Management
Skills and Compentency Management
Planning and Strategy Services
Business Planning and Analysis
Business Process Management
Contract and License Management Review and Analysis
Enterprise Network Infrastructure Strategy and Planning
Enterprise Resource Planning (ERP) Strategy Services
IT Strategy and Plan Review
Storage Strategy and Plan Review
Security and Regulatory Compliance Strategy and Planning
Vendor and Technology Analysis
ITPMG Services
• An assessment and evaluation of the current IT service management environment, and
..monitoring process capabilities
• A gap analysis comparing your IT service management process and cost control. ..practices/processes to best practices
• Recommendations for improvement
• A gap analysis comparing your IT service management process and cost control. ..practices/processes to best practices
• Recommendations for improvement
Rapid Review Assessment Solution Suite Service Offerings:
Rapid Review - Service Management