glopore ims cts service offerings

| USA | UK | INDIA |

GLOPORE IMS SERVICE PORTFOLIO-

ITSM FOCUSED

CONSULTING AND TRAINING SERVICES (CTS)

2| USA | UK | INDIA |

AGENDUM2

GLOPORE IMS – An Introduction IT Service Management – An Overview ITIL , ISO/IEC 20000 – The Evolution GIMS Service Offerings – A Snapshot

GIMS Training Services GIMS Consulting Services

GLOPORE IMS – The Differentiators Engagement Models Discussion – The Sales Point of View


GLOPORE IMS – AN INTRODUCTION

3

An Entrepreneurial venture started in 2006 Local presence – Bengaluru, Boston and London Three main business lines:

IT Infrastructure Management Services (IMS) Consulting and Training Services (CTS) Infrastructure and Technology Solutions (ITS)

Over 50 prestigious Customers and a 55 member and growing, high-quality Team

Winner of the ‘Best Startup’ (Services), Startup City, 2009 Customer Centric, partnership and alliances based Service Portfolio

A Pure-Play IT Service Management Company

Mission: Enable our Customers achieve their Core Business Objectives through our innovative and high-quality ITSM Services


ITSM – OVERVIEW


ITSM - AN OVERVIEW5

The definition of ‘Service’“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks” ITIL Glossary

Differences with product

PRODUCT SERVICETangible Intangible

Separate transactions for production, delivery and transaction

Delivery and consumption happens simultaneously

Quality assurance and control Quality assurance only

Production quality measures Delivery quality measures


THE SERVICE NATURE OF IT6

Customers always want their business processes to be effective and efficient in order to achieve the business objectives

Customers clearly understand that it may be ‘Technology A’ today and ‘Technology B’ tomorrow, which would enable them to be effective and efficient

Customers want their primary focus and efforts to be put in only on running and improving the business processes to achieve their goals

Customers need a focused partner to own the enablement part, along with the specific risks and costs associated with this enablement- ie. provide enablement as a SERVICE


IT SERVICE MANAGEMENT (ITSM)7

The need is now to manage IT as a ‘service’ and thus provide ‘value’ to the customers

The definition of Service Management“A set of specialized organizational capabilities for providing value to customers in the form of services” ITIL Glossary

Questions that need answers: So how do IT Service providers do this? Are there any good practices available for acquiring this capability? Are there Experts to help us achieve ‘ITSM’ excellence? Can we self learn or can someone qualified teach us this art? Are there automation or tools available to help with this need? How much this practice would cost us ( or is it free)? Is there a way to benchmark your achievements? What are the minimum requirements to claim ITSM excellence?


ITIL® AND ISO/IEC 20000 - EVOLUTION

8

Business-ITIntegration

Business-ITAlignment

Service Focus

IT Service Management

1990’s onwards

Resource Focus

1980’s – 90’s

IT Infrastructure Management

1970’s – 80’s

Systems Management

GITIMM

ITIMF

ITIL V1 ITIL V2 ITIL V3

BS15000 ISO/IEC 20000

Late 1980’s

2003

1990’s 2000’s

2005

2007

ITIL Service Manager

certification

ITIL Foundation certification

1992 1995

ITIL Practitioner certification

1997

ITSMF

New V3 qualification

scheme

2007


GIMS CONSULTING AND TRAINING SERVICES (CTS)

- SERVICE OFFERINGS


CTS SERVICE OFFERINGS - SNAPSHOT

10

Information Security

Management (ISM)

IT Service Management

(ITSM)

IT Governance

(ITG)Focus Areas


CONSULTING SERVICES


CONSULTING SERVICES12


CONSULTING SERVICES – A BRIEF13

Enterprise Certification – ISO/IEC 20000 Executive Briefings for Management Buy-in Readiness Assessments and GAP Analysis Certification Roadmap Development - Planning Certification Readiness Assistance - Implementation Internal Audits, RCB Selection and Liaising

End to End Certification Assistance Service

Phase-Wise Enablement Services



IT Service Improvement (ITSI) – ITIL®

Executive Briefings Business Case Development IT Service Management Maturity

Assessments ITSI Roadmap Development - Planning ITSI Deployment Assistance -

Implementation Process Re-engineering Process Automation People Enablement Rollout Handholding

Continuous Service Improvement (CSI)

End to End Transformation

Assistance Service

Phase-Wise Enablement Services

Specialized Services• Service Desk, • CMDB • Service Catalogue



Service Management Automation (SMA) SMA - Strategy Development SMA - RFP Development Service Management Tool Evaluation Process Automation Implementation Assistance

Functional Requirements Development Automation Acceptance Testing

SMA - Tool and Vendor Selection Service Management Tool Aggregation

Discrete Services


TRAINING SERVICES


TRAINING SERVICES17

EXIN Accredited ITIL® Version -2 and 3

Information Security Awareness

ISO/IEC 20000 Awareness and Consultant

CObIT Awareness and Foundation

‘CORPORATE’ AND ‘PUBLIC’ TRAININGS


ITIL® TRAININGS – SNAPSHOT18

ITIL V3 Foundation Certification

Lifecycle Modules Capability Modules

PPO SOA RCV OSASS SD ST SO CSI

AdvancedITIL Professional Diploma

ITIL V2 Foundation Certification

ITIL Qualification ITIL Qualification SchemeScheme

V2 Practitioner Certification

Singles

Clustered

V2 Service Manager

V3 Manager Bridge

ITIL Expert

Managing Across Lifecycle

V3 Foundation Bridge V3 Foundation Bridge

ITIL Master


EXIN ACCREDITED ITIL® TRAININGS

19

Trainings are instructor lead and classroom based Trainers, Materials and Exams are EXIN accredited Courseware is from FOXIT, world leader in ITIL® education Apollo 13- Simulation option for practical learning experience Most Popular ITIL® Trainings

V3 Foundation – 3 Days, including certification No entry criteria, IT experience suggested

V3 Foundation Bridge – 1 ½ day, including certification V2 foundation certificate is a prerequisite

V2 Service Manager – 6 Days Fast Track Extended hours training, Certification after a minimum or 30 days V2 foundation and 3 years managerial experience, a prerequisite

V3 Managers Bridge – 4 Days, including certification V2 Managers certificate a prerequisite


GIMS DIFFERENTIATORS


CONSULTING – DIFFERENTIATORS 21


TRAININGS – DIFFERENTIATORS

We don’t believe in ‘SELL WHAT YOU HAVE’ theory. We counsel our

Customers

We do NOT use ‘Trainers’ for our

courses; it is our ITSM CONSULTANTS who

TUTOR

We select EXAMPLES that suit the audience

group to make the best out of their own

experience

We NOT ONLY teach WHAT a concept is, but we explain the reasons WHY one should know

Our objective is to ENABLE a "Service

Management thought process" in our

customers

It is GAURENTEED, one would not just listen and

learn, but would "EXPERIENCE" our

training

Our trainings are NOT presentation driven, if used, it is just to kick-

start a discussion

Our Consultant Trainers, World Class training aids

and rigorous Quality Check – Key ingredients

22

EDUCATION PAR

EXCELLENCE


GIMS ADVANTAGE

23

Organization focused on ITSM Excellence

Team with proven expertise and global experience

Tool and Vendor independence

Flexible engagement models

Alliances with global ITSM Leaders

“GLOPORE IMS was very accommodative in understanding our need and flexible to our

schedule. The Consultant from GLOPORE IMS is very knowledgeable in the area of his

deliverables.”

Voice of our Customers!


ENGAGEMENT MODELS


ENGAGEMENT MODELS25

Trainings and Workshops Corporate, In-house Corporate, Resident Public – Regular and Weekend Fixed Priced with Group and Corporate Discounts

Consulting Delivery - Onsite, Offshore, Hybrid Pricing - T&M, Fixed Priced, Deliverable Based


THE SALES VIEWPOINT - A DISCUSSION


TYPICAL CONSULTING ENGAGEMENT

27

Lead identificatio

n & assessment

Initial discussion with Pre-

sales

Initial Discussion –

Sales & Client

Client - Pre-Engagement Questionnai

re

Clarification Discussion with client

Submit Proposal

Pre- Engagement Phase

Delivery informed on

probable start

Client and delivery PM

finalize start

Logistics & Administrati

on Coordinatio

n

Delivery team

identified and PM

assigned

Prepare for Client

Culture – Work & Geo

Onsite Project Kick-off session

Engagement Initiation Phase

Onsite Project

Delivery

Delivery Quality Check

Project Managemen

t

Offsite Project Support

Billing and Receivables Managemen

t

Relationship Managemen

t

Engagement Delivery Phase

Onsite Project Closure Session

VOC- Client Feedback

Practice Knowledge-

base updates

Case Study Preparation

Up-selling opportunity identificatio

n

Generate New Lead

Engagement Closure Phase


QUESTIONS?

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