consulting services case study: it service management...
TRANSCRIPT
Info-Tech Research Group 1
Consulting Services Case Study:
IT Service Management Assessment
The Client
Info-Tech Research Group (Info-Tech) assisted a regional
telecommunications provider with an IT service
management (ITSM) assessment using Information
Technology Infrastructure Library (ITIL) best practices.
The Challenge
The organization needed to advance their overall
competitiveness, starting with how long it took to scale the
services IT provides to last-minute marketing campaigns
that impact mission critical systems. In short, the client
needed to improve the way IT delivered services to internal
customers in order to advance the way the organization
serviced external customers.
The Results
Info-Tech worked closely with business and IT
stakeholders within the client organization to assess the
maturity of ITSM today and define an improvement path
suited to meet their competitive needs tomorrow.
Info-Tech provided resources at the ITIL master level,
including internationally-acclaimed subject matter experts,
to conduct the ITSM assessment. Info-Tech’s team
outlined a short-term, near-term and long-term roadmap to
improvement.
As a result of the ITSM assessment, the client was able to
centralize the service desk to one location, improve the
technology service desk analysts use to provide first line
support, begin renegotiating internal and external service
level agreements to match the organization’s changing
needs, mature ITSM reporting and incident management
processes, and get started on implementing a more formal
approach to change management and problem
management.
Examining the Objectives
» Understand the organization’s
objectives for ITSM
improvement
Conducting the Assessment
» Interview business stakeholders
» Interview IT management
» Identify existing best practices
» Uncover pain points
Analyzing the Results
» Use ITIL best practices and
leading analysis techniques to
refine results
» Identify areas for improvement
Developing the Roadmap
» Create a short term, near term
and long term roadmap for ITSM
improvement
» Cover each area of the ITIL
lifecycle (i.e., strategy, design,
transition, and governance)
Presenting the Results
» Present final results to IT
leadership
» Outline areas of success as well
as any issues
» Define recommendations for
remediation, where applicable
Info-Tech’s Methodology
Info-Tech Research Group 2
How We Helped
Info-Tech’s structured approach to conducting an ITSM
assessment is based on ITIL best practices. The following
describes how Info-Tech assisted the client in
understanding their ITSM maturity and defining a roadmap
for improvement.
1. Info-Tech worked with the client’s management group
to examine the organization’s ITSM goals.
2. The team conducted a kick-off workshop, outlining the
fundamentals of ITSM, customer-centric IT, and
service-centric delivery based on ITIL based practices.
3. Info-Tech conducted interviews with business
stakeholders and IT management in order to:
Gather process and pain point information
Identify potential opportunities for quick wins
Identify potential tool and technology
improvement areas
4. After conducting the interviews, Info-Tech:
Analyzed all of the information gathered to date
Assessed the client’s ITSM maturity level across
all four stages of the ITIL lifecycle (i.e., strategy,
design, transition, and governance)
Created a short-term, near-term and long-term
roadmap for improvement
5. Info-Tech validated the final report with the client,
providing a clear path to improvement by building on
existing best practices and paving a path to long term
success with a series of short term wins.
Serving over 8,000 organizations
around the world
Practical research and advice,
covering forecasting, technology
decisions, and IT optimization and
implementation
Research is 100% unbiased and
vendor neutral
Methodologies and approaches
rooted in primary research and
real-world successes
Deep insight into key technology
areas
Highly experienced subject matter
experts serving both as domain
experts and advisors
Flexible delivery model not
constrained to contiguous timeline
engagements
Shared knowledge and open
access to all methodologies and
approaches
Ranked as a leader in IT research
Info-Tech’s Value Proposition
Consulting Services Case Study:
IT Service Management Assessment
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