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Approach_ITSM
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Approach
March 2015
IT SERVICE MANAGEMENT
(ITSM)
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CONTENTS
Section Page No.
1. Introduction 3
2. Project Methodology 5
3. Our Approach 7
Appendix A : Company Profile
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1. INTRODUCTION
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Some genuine questions…
• What is ITIL?
• The Information TechnologyInfrastructure Library (ITIL) is aset of concepts and practices forInformation Technology ServicesManagement (ITSM), InformationTechnology (IT) development andIT operations.
• ITSM derives enormous benefitfrom a best practice approach asit is driven both by technologyand the huge range oforganizational environments inwhich it operates; it is in a stateof constant evolution.
• What could be benefits of ISO 20000?
Adopting ITIL can offer users a hugerange of benefits that include:
➢ Improved IT services
➢ Reduced costs
➢ Improved customer satisfactionthrough a more professionalapproach to service delivery
➢ Improved productivity
➢ Improved use of skills andexperience
➢ Improved delivery of third partyservice.
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The Evolving ‘Best Practices’ for Service Management
• Helps IT organizations create strategies to improve and develop services over timeService Strategy
• Provides Best Practice for Design of IT Services and ProcessesService Design
• Demonstrates how IT organizations can best deliver services required by the end user, and manages the transition of new, modified services to production
Service Transition
• Provides a methodology for delivering effective , consistent levels of service to end users.Service Operation
• Offers best practices for anticipating the end user’s needs and making appropriate service changes over time.
Continual Service Improvement
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2. PROPOSED METHODOLOGY
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OUR METHODOLOGY FOR IT SERVICE MANAGEMENT
▪ PDCA Approach
▪ Plan Phase– conduct gap analysis and provide road map for ISO
20000 implementation.
▪ Do Phase – Improve all ITSM documentation including policies and
procedures, Risk analysis according to ISO 20000 and assist in
implementation
▪ Check Phase –ITSM internal audits, coordination during certifying
audit
▪ Act Phase– post audit follow-up (including CAPA reports and
assistance in implementation to close the audit points)
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3. OUR APPROACH
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OUR APPROACH FOR ITSM
OUR APPROACHOUR APPROACH
PLAN
Understand service management processes
Finalize on the ITSM Scope
Review of Controls
Perform ‘As-Is’ analysis (Current State Assessment)
Plan for ISO 20000 Implementation
DO
Perform ITSM Implementation Training
Assist in Improving the Service Risk Management
Review of IT Service Helpdesk
Drafting necessary IT Service Policies, Procedures & Plans
Assist in Implementation of Service Management Plan,
Policy & Procedure
CHECK
Perform ITSM Internal Audit
Discuss Internal Audit Findings with ITSM
Coordinator
Assist in preparing Audit Response Plan
Prepare Corrective and Preventive Action Reports
ACT
Assist in implementation of Audit Response Plan
PHASE 1 PHASE 2 PHASE 3 PHASE 4
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PHASE 1- PLAN
Objective: To conduct Gap Analysis and prepare plan for implementation of ITSM
Activities Deliverables
▪ Understand the core and supporting business functions
▪ Understand the scope of IT Services for customer base and their location;
▪ Finalize on the ITSM Scope
▪ Review security architecture and service architecture
▪ Review existing documents like policies, procedures, forms etc related to ITSM, or
other certifications achieved by the organization like ISO9000, if any
▪ Perform ‘As-Is’ analysis (Current State Assessment)
✓ Gap Analysis Report including a broad roadmap for ITSM Improvement
Client Requirements Expected Duration
▪ Provide Business Objectives,
▪ Provide information on Critical business processes, critical IT Processes, Quality
Processes
▪ Existing P&P
▪ Existing security processes, service processes and documentation
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PHASE 1- SAMPLE DELIVERABLES
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PHASE 2- DO
Objective: To Improve ITMS
Activities Deliverables
▪ Performing ITSM Training
▪ Reviewing existing asset management practices
▪ Assist in improving the Service Risk Management ;
▪ Control review of Service Helpdesk & mapping the same with requirements of ISO
20000;
▪ Improving necessary IT Service Management Policies & Procedures & necessary
plans
▪ Assistance in improving of Service Management Policies & Procedures and related
plans
✓ Finalize ITSM Documentation
✓ Do Handholding in ITSM Improvement
Client Requirements Expected Duration
▪ Documentation and Technical details where necessary
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PHASE 2- SAMPLE DELIVERABLES FOR ISMS TRAINING
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PHASE 3- CHECK (INTERNAL Audit ITSM )
Objective: To conduct Internal Audit to assess the preparedness for Certification
Activities Deliverables
▪ Management Review meeting on Gap Analysis
▪ Management Discussion on implemented policies & procedures
▪ Perform ITSM Internal Audit
▪ Discussing Internal Audit Findings with ITSM co-coordinators
▪ Assist in preparing Audit Response Plan
▪ Prepare Corrective and Preventive Action Report
✓ Internal Audit Report
✓ Corrective and Preventive Action Reports
Client Requirements Expected Duration
▪ Provide information on Critical business processes, critical IT Processes, Critical IT
Services, Quality Processes, Necessary reports
▪ Existing Documentation and Records
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PHASE 4- ACT (POST AUDIT FOLLOW-UP)
Activities Deliverables
▪ Assist in implementation of Audit Response Plan (Corrective and Preventive Action
Reports)
✓ High Level Recommendation on email
Client Requirements Expected Duration
▪ List on implementation done base on recommendations
Objective: To maintain and improve ITSM
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CERTIFICATION AUDIT BY AUTHORATATIVE BODY*
Objective: Calling authoritative body and award CLIENT with its ISO 20000 Certificate
Activities Deliverables
▪ Calling the external certification authority for performing ISO20000 audit ✓ ISO 20000 Certification upon successful completion of the audit
Client Requirements Expected Duration
▪ Closure of all gaps identified in the Audit Report
* ISO 20000 Certification Audit will be conducted by an external certifying authority.
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APPENDIX A - COMPANY PROFILE - INFOPERCEPT
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ABOUT INFOPERCEPT
▪ Infopercept is a unique combination of young and enthusiastic blood, with a fire in our belly and are
mentored by Industry highly experienced veterans.
▪ we are executing varied (3600) projects and tasks, with emerging technologies and innovative
thought process, to design and deliver a complete package of quality, efficiency and effectiveness
based on Quality Assurance theorem.
▪ Infopercept epitomize on all kind of projects of Information Technology and Information Technology
enabled projects which are on high demands these days.
Vision
Infopercept is built with Core vision to provide 360 degree technology expertise and deliver
quality services globally by harmonizing though three C’s - "Creativity”, “Competency", and
"Cost“.
Mission
Infopercept is firmly emerging with the lightning speed as we strongly believe in customer
satisfaction and service excellence supported by our 3 Pillars - "People", "Process" and
"Professionalism".
Core Values
Infopercept most valuable Asset is our People Team, who has passion to help our clients build
business success and deliver all projects with three E's - "Efficiency”, “Effectiveness” and
“Enthusiasm”.
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Thank You!
Regd. Office: INFOPERCEPT CONSULTING PRIVATE LIMITED 43 HARIOM VILLA, NEAR ISCON
FLOWER, BOPAL, AHMADABAD - 380054, Gujarat, INDIA
Website: www.infopercept.com
Email Address: [email protected], [email protected]
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