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| ITSM Consulting |
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End-to-end ITIL® Implementation
The focus of IT management has been changing for some time and in the future management will be even less focussed on technology and still more integrated with the overall needs of the business management and processes. These new systems and processes are already starting to evolve and will continue to evolve over the next few years. This development will accelerate, as the management standards for the exchange of management information between tools become more fully defined. In essence, management systems will become:
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More focussed on business needs
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More closely aligned to business processes
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Less dependent on specific technology and more “service centric”
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More integrated with other management tools and processes as the management standards evolve.
QAI provides facilitation, guidance and support for an organization-wide deployment of ITIL® 'Best Practices'.
We facilitate adoption of practices and architectures that are focussed on business needs and business processes. The OGC’s ITIL® framework gives a sound basis for achieving all of this once management tools and interfaces evolve to fully support them.
The “big picture” of how all of these areas and processes together provide, “joined up”, “end-to-end” Service Management is illustrated in following Figure
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ISO 20000 (erstwhile BS 15000) Certification Consulting
Derived from ITIL®, the ISO 20000 (erstwhile BS 15000) standard describes an integrated set of management processes and a recognized, tried and tested management system which allows an IT service organization to plan, manage, deliver, monitor, report, review and improve its services and ensures effective delivery of services to the business and its customers.
QAI provides end-to-end handholding, guidance, and facilitation through periodic consulting for achieving the ISO 20000 (erstwhile BS 15000) certification. QAI's ITIL® and ISO 20000 (erstwhile BS 15000) implementation methodology focuses on robust implementation and institutionalization of ITIL® best practices and processes that deliver value to your business, rather than just achieving the minimum certification criteria of ISO 20000 (erstwhile BS 15000) and getting certified. |
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| Process Specific Consulting Interventions |
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Apart from complete end-to-end ITIL® implementation, QAI also provides specific Process Area related interventions to address critical pain areas in the organization that create highest impact to the business. Our services in this area include:
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| Process Maturity Assessment Services |
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IT organizations constantly struggle to ensure that their IT services are value-added and meet the needs of the business in a cost-effective manner. One of the best opportunities for your IT organization to evaluate whether it is meeting the business goals and requirements is by getting an objective and third-party perspective regarding IT Service Management.
QAI helps you evaluates IT service delivery and support processes, organizational structure, technology and tools to identify maturity levels and resultant improvement opportunities. QAI will collect and analyze information regarding your IT environment, compare current ITSM practices to our experience and ITIL® best practices, and document findings in an easy to digest final written report. This deliverable will include maturity score cards, a detailed gaps and issues table, a set of proposed recommendations, and, most importantly, a pragmatic and executable implementation roadmap.
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| Quality Outsourcing |
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Our highly skilled team of ITIL® certified experts and experienced resources in reas of ITSM, software engineering, process, and quality management, work on client sites to facilitate process improvement initiatives.
QAI's services include Remote Project Monitoring, Offsite Documentation Reviews and Audits, Process Writing, Resource Provisioning, and Staff Augmentation for various roles related to ITIL®/ BS15000, Software Engineering Process Group (SEPGSM), Testing and SQA. |
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| Service Management/System Management Automation Tool evaluation |
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Automation Tools have become of one of the critical enablers to ITIL® Implementation as they provide centralization of key functions, automation of core service management functions, analysis of raw data, identification of trends, and Proactive ways of working.
QAI Consultants have vast experience in working with various tools and products available in the industry. Based on the IT infrastructure and the scope of IT services provided, QAI can:
- Help you design the specification for Service Management or an ESM tool.
- Help you prepare an RFP for procuring tools.
- Evaluate and recommend the best-fit, process compliant tool.
- Help integrating ITSM Processes with tools and People.
QAI not being a tool vendor gives it the unique edge of being an independent and neutral consulting organization, having no conflict of interest.
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| Six Sigma for Continuous Improvement Achieve Operational Excellence in ITSM processes |
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- Manage IT Services by matrices
- Leapfrog to process Maturity – Achieve consistency on critical SLA metrics
- Map processes to SLA as well as user/customer feedback
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