GLOPORE IMS offers end-to-end IT Service Management best practices, education, consulting and implementation services to businesses globally. We specialize in improving the quality of IT services through the application of recognized best practice frameworks, like Information Technology Infrastructure Library - ITIL^®.

Our expert professional consultants, who are ITIL certified and ISO20000 auditors will work with customer's CIO/IT staff on their roadmap to achieve IT Service Management excellence.

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ITSM Baseline and Planning

• Setting objectives and directions:

  • It is extremely important that the goals and directions are set correctly and clearly even before the journey towards ITSM excellence is initiated. Our consultants partner with the stakeholders of the customer organization to understand the business and organization objectives to align with IT service management goals. Such a step is critical to ensure that the initiative and efforts from IT is actually going to deliver business benefits.

    
    
• Assessment /Gap analysis and Base-lining on ITSM process areas:

  • It is a globally accepted fact that an analysis and base-lining should be done from a third party view to achieve clear, unbiased and detailed findings on the current practices within the organizations. Our consultants bring in the expertise and global experience to a quick, and efficient assessment on the customer’s practices, without compromising on the quality and depth. We provide assessment and baselining services against:

    • Organization objectives and its directions
    • Global best practices on ITSM / ITIL
    • Global standards on ITSM / ISO20000
       
• Defining a detailed roadmap for improvement and excellence:

  • A clear, detailed roadmap with various phases, milestones, critical success factors and governance need to be established to achieve ITSM excellence goals. The critical inputs to this excellence roadmap are goals and objectives of an organization and also the base-lining assessment done by the experts.

  • Our consultants will bring in the rich experience & expertise from various global firms to establish a detailed roadmap with clear set of goals and objectives.

• Defining and establishing service delivery framework:

  • The effectiveness, efficiency and to a great extent the quality of IT services is dependent on the framework of Service delivery established in the organization. It Includes:

    • Definition of the services - Service catalog
    • Clear definition on users and customers of the services
    • Service delivery models
    • SLAs

• It is one of the initial and important activities while planning the service delivery itself. However, it is also important for organizations to reassess the service delivery framework and achieve assurance that the framework is aligned to the overall objectives and global best practices. Even minor fine-tuning and improvement on the service delivery model could bring in greater improvement in the efficiency, quality of the services and processes.

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• Alignment to Best practices and standards:

  • Understanding and correct interpretation of the standards and best practice requirements are essential to ensure that the alignment brings in business value to the organization. Our trainings (formal workshops - as listed below) or informal sessions as part of the consultancy services will bring in tremendous value to the organization.

• Process definition:

  • Defining/fine tuning the processes need to be in alignment with the best practices, organization’s goals and directions as well as the global standard requirements. Achieving such a balance can be tricky and that is where the expert assistance from our consultancy services brings in value. Our practice with customizable templates and review mechanism will speed up the overall process definition.

• Roles, Responsibilities and skill mapping:

  • People play a critical role in achieving service excellence, so it is important to understand the required roles and associated responsibilities. It is also important to do the skill mapping for these roles so as to ensure that the right people are assigned to these roles. Establishing end-to-end services and processes brings in requirement of a matrix relationship among these roles. Hence, Our services can bring value in handling such a sensitive, but critical organization change management.

• Interoperability and interfaces with other frameworks and standards:

  • While aligning to and adopting the global frameworks and standards on ITSM, it is critical to ensure that interfaces and overlapping with other existing frameworks and process models (like ISO20000, ISO27001, ISO9000, etc) are identified and managed. Our consultancy services will ensure that these interfaces and touch points are managed effectively and efficiently.

• Process implementation and rollout:

  • Many a time, well-defined processes fail because they were not implemented or executed properly. Process implementation requires people who are assigned with specific roles, provided required training and hand holding are imparted, and then implementation, execution is monitored and controlled. Selective automation of the process, described below is also an important aspect of successful process implementation. Our consultants have experience in assisting organizations implement and rollout ITSM processes.

• Process automation:

  • If not handled properly, tools can drive your process and services, instead of the other way around, which can be disastrous in your overall improvement initiative in terms of both quality and cost effectiveness. Our practice brings in a third party, tool and vendor independent view on your process automation requirements, assist in evaluation and selection of the tool. Our process automation consultants can act as the interface with the tool vendor /tool implementation team to ensure the automation is carried out as per the process requirements.

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• Service and process improvement:

  • Our ITSM consultants can also provide assistance in assessing and improving specific ITSM areas. Such initiatives could be taken up prior to or post a full-fledged ITSM initiative.

• Establishing Process management and governance:

  • Well established process can go down on quality and effectiveness if not monitored and governed properly. Our metric and KPI (Key Performance Indicators) driven approach will ensure that established processes. are put in a continuous governance mechanism through:

    • Continuous monitoring and measurements.
    • Periodic audits/assessment and necessary actions.


• Establishing a continuous improvement framework:

  • We can provide consultancy and expert assistance in establishing a suitable continuous service and process improvement framework for the organization. The framework will be aligned to the globally accepted Plan-Do-Check-Act model. Our multitalented consultants will also ensure that this framework aligns with any existing frameworks or methodologies established in the organization, like six-sigma, thus bringing in added business value.

• Assistance in the roadmap to ISO20000:

  • We provide a proven, focused roadmap for organizations planning to align to global standard (ISO20000). In coordination with other Registered Certifying bodies (RCBs), we can assist in the overall journey towards certification.

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• Assistance in selective sourcing:

  • Our expertise in ITSM best practices as well as managing infrastructure can bring in tremendous value for customers wishing to do selective sourcing. We can partner with the organization to assess the areas for selective sourcing, evaluate options, decide between total outsourcing and selective sourcing, transition management etc.

GLOPORE IMS offers several on-site workshops for our global customers.

A two-day workshop providing an essential overview of the ITIL best practice framework, the process areas, basic concepts and techniques.

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A 3-day workshop covering the practical aspects of approaching the adoption of best practices in IT Service management. The workshop covers:

• Overview of the best practice framework ITSM and ITIL
• Setting the context of ITSM and ITIL
• Setting directions and designing the roadmap of improvement
• Overview of various possible approaches
• Do’s and don’ts
• Specific approaches and considerations of each process areas.

A half-day workshop giving an overview of the ISO20000 standard, its benefits and certification roadmap.

One-day workshop covering the approach and roadmap towards ISO20000 certification for organizations.

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One-day workshop covering the approach and roadmap towards achieving ITSM Excellence.

click here to receive FREE ITSM Excellence Roadmap via Email.

Each 1-day workshop focuses on specific process areas within ITIL, covering:

• Overview of the process area
• Critical implementation considerations
• Approach for implementation
• Roles and responsibilities
• Do’s and don’ts

We provide consulting services to design, develop and implement service oriented infrastructure for enterprises to make them more agile and achieve lower TCO. We ensure our customers have shared infrastructure service strategy that encompasses and unifies operational as well as technical "services" while reducing confusion across IT constituencies on service terminology

We provide consulting services to increase utilization of their IT assets, increase scalability and maximize ROI using virtualization technologies at network, storage, server, OS and application levels.

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• Network and Information security assessment
• Definition of Information security controls
• Establishing Information security management system (ISMS)
• Implementation of Information security controls
• Roles and responsibilities and skill mapping
• Alignment and certification to global standards
• Interoperability and interfaces with other frameworks and standards

We provide consulting services on how an enterprise can leverage Linux and Open Source Solutions to lower their software licensing cost.

Also, read about our Managed Services.