intertec consulting
DESCRIPTION
ISO20000, ITIL, Gap AnalysisTRANSCRIPT
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 4 www.IntertecSys.com
Your expert partner in ITSM
Journey
Process • Our Consulting Methodology
Product • Our Solution Implementation Expertise
People • Our Customized Training Delivery
Partner • We Partner in ITSM Journey
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 5 www.IntertecSys.com
Intertec ITSM Consulting Solutions
IT Management Space
Consulting &
Audit Services Trainings
Solutions & Professional
Services
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 6 www.IntertecSys.com
CONSULTING & AUDIT SERVICES
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 7 www.IntertecSys.com
Consulting Service Offerings
Consulting Services
Internal Audit
IT Financial & Cost
Management Reporting
Service Management
Tools’ Selection
ITSM RaaS (Resource
as a Service)
ISO 20000, COBIT & ITIL
Alignment
Gap Analysis &
CSI
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 8 www.IntertecSys.com
Consulting Service Offerings…contd
ITIL & ISO20000 Gap Analysis
– What business benefits your customers expects to achieve from ISO/IEC 20000 & where they currently stand against the standards?
– Ideally it would consist of a 5 day workshop including Process
Maturity Gap Assessment Report & final management
presentation
ITIL & ISO20000 Alignment
– To Determine what work is required by the customer to meet the standards (Regulatory or Statutory)
– To help streamline existing ITSM tool with add on services to extract ISO20000 aligned reports & Management dashboard reporting.
– Ideally it would consist of a 10 day workshop including
Certification Readiness Report & final management presentation
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 9 www.IntertecSys.com
Consulting Service Offerings…contd
Internal Audit
– Stage 1: To conduct existing document review wrt to ISO20000 policies & procedures.
– Stage 2: To interview all concerned stakeholders wrt to compliance of documented ISO20000 policies & procedures & gather evidence of compliance or intent (planned projects).
– Ideally it would consist of a 3 day onsite exercise including audit
report & management presentation.
– Most organisations in this region will depend on an external
Consultant to conduct ISO20 on a half yearly basis.
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 10 www.IntertecSys.com
Consulting Service Offerings…contd
IT Financial & Cost Management
– Objective is to develop Bill of IT, Show Back / Chargeback, Financial Transparency for a better decision making framework
– Run IT like Supply chain (Demand/Supply), Technology Business Management.
– To provide IT cost and consumption data to business owners in the form of a “Bill of IT” to more effectively communicate the value of IT to the business
– Ideally it would consist of a 3 day onsite exercise including audit
report & management presentation.
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 11 www.IntertecSys.com
Consulting Service Offerings…contd
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 12 www.IntertecSys.com
Consulting Service Offerings…contd
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 13 www.IntertecSys.com
Consulting Service Offerings…contd
Service Management Tool Selection
ITSM Resource as a Service
– Our partners have a huge pool of certified experts as advisors
and consultants. If our customers need ITIL, ISO20 or COBIT
(Practitioners-OnDemand), we can help them with the best-of-
breed professionals.
– These resources are a part of an ITSM Center of Excellence and
Operations’ processes, frameworks and standards.
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 14 www.IntertecSys.com
Consulting Approach
Process Definition
Baseline gap Assessment
Process 1 Design & Documentation
Configure Process in Tool
Process Testing
Process Training To stakeholders
Deploy the Process
Phase 2 Planning
Directing tool Config team
High Level Detailed Process Implementation Review
Process Discrption
Awareness Campaign
(IT Cost Management)
Project Plan
Phase 1 Planning
Full Involvement
Direction & Guidance
Partial Involvement
Consultants’ Involvement
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 15 www.IntertecSys.com
TRAINING SERVICES
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 16 www.IntertecSys.com
IT Management Training Services
ITILv3 Trainings
Foundation Based Training Package for
Cobit 5.0 / ISO 20000 / ISO 27000
Customized
+
End User ITSM Adoption Trainings
Green IT, Lean IT and Cloud Trainings
Training Service Catalogue
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 17 www.IntertecSys.com
SOLUTIONS & PROFESSIONAL SERVICES
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 18 www.IntertecSys.com
Solution Offerings
The Intertec Consulting Partnership is extendible to: ITSM Add-on
Solutions
ITSM Add-on
Solutions
Metric Edge – (Business
Intelligence for IT)
IT Cost Management
IT Business/Service
Catalogue
CMDB Consolidation
End User Performance
Baseline Service
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 19 www.IntertecSys.com
Solution Offerings…Metric Edge
Metric Edge:
Intuitive dashboard comprising of key reports needed for
better control and management of IT
Helps get insight into organization’s current IT challenges,
pressing issues which IT needs to fix
Identifying the scope for improvement in respective areas,
implementing improvements and analyzing before-after
effects
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 20 www.IntertecSys.com
Solution Offerings…Metric Edge
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 21 www.IntertecSys.com
Solution Offerings…Metric Edge
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 22 www.IntertecSys.com
Solution Offerings…Metric Edge
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 23 www.IntertecSys.com
Solution Offerings…IT Cost Management
IT Cost Management
Facilitate collaboration between IT and Finance (&
Business) to increase visibility into the costs, utilization
and operations of all IT Services
Support key IT decisions using deeper understanding of IT
cost and performance drivers
Provide data on IT’s value to Business by providing
transparent view of ‘IT Expense Sheet’
Maximize value on IT Assets optimizing capacity and
driving up utilization
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 24 www.IntertecSys.com
Solution Offerings…IT Service /
Business Catalogue
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 25 www.IntertecSys.com
Solution Offerings…CMDB
CMDB
Define complete end to end IT assets that constitute the
CMDB
Define IT services dependency with CMDB
Map IT services to business processes and functions
Define service relationship with users
Define Availability & Criticality of IT services
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 26 www.IntertecSys.com
Solution Offerings…End User
Performance Baseline
End User Performance Baseline:
– To establish and reconcile a dynamic inventory of hardware &
software
– To detect abnormal desktop activity & user behavior
– Identify user, application & network compliance in the
organization
– Identify high risk activities within network
– Establish a baseline for desktop quality of service.
© 2009 Intertec Systems © 2011 Intertec Systems LLC. The information contained herein is subject to change without notice. 27 www.IntertecSys.com
Intertec In-House Certifications
Certified Information Systems Auditor (CISA)
ITIL v3 Expert
ISO 20000:2011 Lead Auditor
ISO 20000:2011 Lead Implementer
ISO 22301 / BS25999 Business Continuity Management Lead
Auditor