Consulting - ITSM

One of the biggest challenges organizations across the world facing today is- meeting the expectations of the business. There is a growing gap between what Business expects and IT's ability, capacity to deliver.

Value of implementing IT service management strategy is to help improve service quality while controlling costs. But where do you begin?

You need help understanding where to invest your capital and resources to ensure that your IT is aligned with the needs and goals of the overall business. So Soham IT offers

i. ITSM Assessment

One of the key steps of the IT Information Library "Continual Service Improvement Model" is answering the question "Where are we now?" This is the objective of the ITSM Assessment

Through a series of interview with key IT and business staff, observation of documentation and IT personnel Soham IT will assess your capabilities with respect to the ITIL® v3 Lifecycle Phases and Operational processes and recommend process improvements that will lead to quick wins and the best path for implementing IT Information Library Framework within the organization.

The scope of the assessment is dependent upon customer need. At the end of the assessment, you can expect:

  • As Is assessment of the ITSM processes analyzed within your organization.
  • Recommendations on how to improve the processes – To-Be.
  • Recommendations on how to organize to achieve an ITSM Practice in your organization.

ii. Design and Implement ITIL® Framework

Organizations that implement ITIL® framework experience business benefits like

  • Improved customer satisfaction.
  • Motivated staff and increased productivity.
  • Consistently and safely implement changes.
  • Reduction in the amount of time spent “firefighting”.
  • Reduction in repetitive problems.

An ITIL® Implementation project is structured in several phases

  • Step 1: ITIL® Project Preparation.
  • Step 2: Definition of the IT Service Structure.
  • Step 3: Selection of ITIL® Roles and Role Owners.
  • Step 4: Analysis of As-Is Processes: ITIL® -Assessment.
  • Step 5: Definition of the To-Be Process Structure.
  • Step 6: Definition of Process Interfaces.
  • Step 7: Establishing Process Controlling.
  • Step 8: Designing the Processes in Detail.
  • Step 9: Selection and Implementation of Application Systems.
  • Step 10: ITIL® Process Implementation and Training

iii. Process Re-engineering

Process Reengineering is the analysis and design of workflows and processes within an organization.

A Re-Engineered organization is process oriented, where

  • Envision new processes.
  • Initiate change.
  • Process diagnosis.
  • Process redesign.
  • Reconstruction.
  • Process monitoring.

Our approach:

  • Processes are identified and named.
  • Everyone is aware of the processes they are involved in,
  • Process measurement, i.e. monitoring and control, is performed.