Today corporates are intensifying their IT penetration across the organization irrespective of location, time zone etc. globally. IT has become “critical” business enabling component through various ways. In such federated approach the data integrity and common process can be used across the globe using Information and Communication Technology (ICT).  In order to meet the growing ICT needs of the organization and also to maintain and manage the ICT infrastructure and applications, Corporate organizations are intended to introduce and implement the processes that provide structure to accomplish Business and IT Alignment; IT services processes, and ISO20000 standard awareness to the IT team.  By implementing the standard industry best practices based processes with reference model such as ITIL®, corporates are standardizing the operations across the globe.  To maintain the expected quality of services they also get certified for ISO/IIEC20000. In order to sustain and provide uninterrupted services, the corporates also have to develop and implement Business Continuity, Green IT, Information Security awareness and relevant certifications etc. 

Corporate houses with above initiative would target to achieve IT Service Management Excellence in their IT Services and earn higher service maturity, customer satisfaction and business improvement.  In this important strategic initiative, organizations can consider to partner with GLOPORE IMS - an able Professional Services organization - that provides strategic insights, subject matter expertise and guidance in base lining the current practices and to align to the industry best practices such as ITIL®.

The focus areas

GLOPORE IMS team in discussion with customer team, identifies the key focus areas that are to be assessed as part of this journey. 

ITSM

IT Service Management frame work to be developed according to customer IT strategy, goals and objectives.  Implement a measurable IT Service Management system that incorporates the processes and continuous improvement lifecycle.

Service Architecture and Strategy

To identify and describe all the building blocks of IT service architecture.  Identify the relationships, measurement methodologies, metrics, and processes applicable and mapping the processes to other certifications such as ISO20000 & ISO27001 skill required would be integrated to arrive at a high level service architecture that then breaks down into processes, metrics and system.

Processes

Evaluate the processes that are in place and being practiced.  Evaluate the relationship between the processes, maturity level, repeatable consistent output of processes, and maturity model such as ITIL®.

Automation

Tools used to deliver the service and its adherence and configurations in line with the processes and procedures.  The capability to generate metrics and utilization reports, dashboards, balance score card etc.

Training

ITIL®foundation training and also awareness on IT Service Management framework that helps implementing the processes and getting certified ISO/IEC 20000 that brings high credibility to the organization in IT services area.

Business Continuity Management

To set up the processes to identify potential impacts those threaten the organization and provide a framework to build resilience and the capability for an effective response to safeguard critical business functions.

Governance

Overall governance in terms of service provisioning, infrastructure management, service delivery, support in line with ITIL® guidelines in line with the corporate governance requirements.

Approach

1.    GLOPORE IMS Solution methodology

GLOPORE IMS helps their customers to achieve ICT operations excellence as below.  This method will serve multiple purposes.

• Modular in nature
• Good control over the initiative at various levels
• Opportunity to apply learning in subsequent activities
• Good idea on timelines and deliverables

GLOPORE IMS’s qualified and experienced IT Service Management Consulting team and Leadership team will work with  in an on-site/offshore engagement model. This approach enables us to deliver Professional Services towards helping achieve IT Service Management Excellence in an optimal period of time and cost.

Phase1

Methodology and deliverables

NOTE: * the timelines indicated is highly dependent on the gaps identified and commitment, adherence and availability of relevant stakeholders.

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