Process and Requirements

Once the Service Management Architecture and Implementation Roadmap has been reviewed and approved, the next stage of the project can begin in which the client’s detailed requirements are documented and the process definition is customized to meet those requirements. This stage is offered at three levels of consulting services:

• ITIL Express – ISM supports client-managed project teams with service management expertise, proven planning techniques and best practices, workshop facilitation, process templates, and requirements/toolset automation strategies and plans.

• ITIL Standard – Includes services in ITIL Express plus service management strategies, process documentation and training, initiative marketing and communications, and mentoring/guidance throughout the solution implementation process.

• ITIL Premium – Includes services in ITIL Standard plus toolset design, software installation, software configuration/tailoring, management reports, solution testing, customer acceptance, and solution deployment into production.

No matter your level of ISM's ITIL Services -- Express, Standard, or Premium, we will prioritize your Service Management process needs, and then, depending on the maturity of the organization and your available resources, address those processes either serially or in parallel.

Serving as the solution architect, ISM uses a proven workshop-based methodology in defining integrated ITIL-based processes customized for the unique needs of the client. These process definition workshops are generally 4 hours in length and typically require 2 to 3 workshops for each process. Workshops are supported by “strawman” PowerPoint decks that both educate the participants and facilitate effective decision making.

This workshop-based approach focuses on the definition of requirements, business rules, data attributes, integration requirements, metrics, reporting requirements, and the matching of these requirements to the client’s selected tool set. ISM has successfully facilitated the integration of ITIL processes with a number of software solutions, including BMC (Remedy, Magic), CA (Unicenter® Service Desk), Front Range (HEAT, ITSM), HP (Service Management Center, Project and Portfolio Management Center (PPM)), Numara® (Track-It!®), Axios Systems (assyst), and Service-now.com.

Throughout the initiative, ISM performs training and mentoring of process managers on the ITIL-based service management processes and the inter-relationships to other IT business processes.

Click here to go up to the Service Management services and solutions page.