Rapid assessment & Advisory catalog
rapid Assessment
Are you looking to modernize your IT organization, improve your organization’s reputation or drive operational efficiency to reduce costs, then ITIL 4 is probably worth adopting.
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itil 4 readiness
In one week, we can quickly review the current state of your Service Management program and provide guidance as you look to implement or transition to ITIL 4. Moving to ITIL 4 doesn’t need to be a daunting or overwhelming process. Leveraging what you already have in place, and focusing on improving the areas of greatest need, will increase the velocity and success of your adoption of ITIL 4.
www.itsmacademy.com/advisory
Many IT departments have invested significant time, energy, and resources in implementing previous versions of ITIL. With the introduction of ITIL 4, there may be a concern that the transition effort will take too much time, too much effort, and too much of the already-tight budget. It just seems like an enormous undertaking. The biggest reason for this view is simply not knowing how close you are with what you have. So - how close to “ready” are you? OwlPoint’s RAPID ITIL 4 Readiness Assessment uses our proven ADVICE© methodology to identify current gaps in your ITSM capability, processes, documentation, and accessibility. With that information in hand, we know where to focus your improvement efforts in moving to ITIL 4. As a result, your implementation or transition to ITIL 4 will have a much higher chance of success and will increase IT’s value within your organization.
Working with the project sponsor and key stakeholders, we identify the organization’s IT Service Management (ITSM) priorities, current challenges, and desired state as it relates to implementing ITIL 4. We then review the current ITSM capabilities and preparedness of the IT organization n the context of the ITIL Service Value System: Governance, Guiding Principles, Practices and Continual Improvement. Our team will interview various key stakeholders and other process operatives to identify the level of current process formality, the organization’s culture, the use of standards, and the level of IT Governance. The organization’s culture, level of IT Governance, use of best practices and current ITSM capabilities will be compared to ITIL 4 best practices. The gaps identified as impacting the readiness to implement ITIL 4 will be documented and included as items for improvement within the findings and recommendations. We then assemble and present an executive-level presentation, highlighting how the current organization already aligns to ITIL 4, providing key recommendations for implementing the best practices, and immediate, and actionable, next steps to quickly improve the organizations service management capabilities.
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PRESENT FINDINGS AND RECOMMENDATIONS
While other consulting firms may present a lengthy and expensive review of ITSM in determining readiness for ITIL 4, ITSM Academy and OwlPoint have the knowledge and experience to uncover the key indicators of readiness and source of challenges quickly and efficiently.
CONDUCT CURRENT STATE REVIEW
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PERFORM GAP ANALYSIS
IDENTIFY REQUIREMENTS AND GOALS
Our ADVICE methodology includes four steps so that you get the information you need - and fast.
Do not let uncertainty of effort hold you back from moving to ITIL 4. Engage our team for a RAPID ITIL 4 Readiness Assessment to ensure that your IT is best positioned to consistently and reliably produce value in line with your Organization’s business needs.
In one week, can evaluate your organization’s ability to track and manage IT Assets to manage related finances and risk. In one week, you can understand how strong your IT Asset Management (ITAM) capabilities are and have a plan to implement methods and practices to track assets and improve decision making. Once completed, the assessment can show you how to apply ITIL 4 best practices to improve the tracking of assets and related finances.
The output of a RAPID Assessment can greatly enhance the implementation of your ITSM platform including ServiceNow, Cherwell, or Ivanti.
IT Asset management
Having critical information about your IT assets is vital. However, with a suddenly remote workforce and unexpected office disruptions, it can be hard to keep track of every laptop, cell phone, and software license. In addition, having an accurate accounting of all IT assets is crucial to making strong decisions, keeping costs minimized, and avoiding risky situations. Having an accurate and usable IT asset register is fundamental to sound financial management and is also the building block for a configuration management system or database (CMS/CMDB). With a trusted and accurate CMS/CMDB, an IT organization can make quicker - and more accurate - decisions based on finance and risk. Our RAPID IT Asset Management Assessment will review your current ITAM capabilities and provide an actionable set of recommendations for improving financial management and decision making.
While other consulting firms may present a lengthy review of IT asset management as an expensive endeavor, ITSM Academy and OwlPoint have the knowledge and experience to uncover the source of challenges quickly and efficiently.
Do not let your organization’s poor management of IT assets create unnecessary risk and financial burden. Engage with our team for a RAPID IT Asset Management Assessment to ensure that IT consistently and reliably produces value.
it Asset Management
Working with the project sponsor and key stakeholders, our team will identify your organization’s IT Asset Management priorities, current challenges, and desired state. We will review the current ITAM capabilities of the IT organization. OwlPoint will interview various key stakeholders, interview other process operatives, review current process documentation, such as Asset Management and Configuration Management, and review currently implemented and available technologies, such as current IT asset registers or CMDBs. The current ITAM capabilities and requirements will be compared to ITIL 4 best practices and OwlPoint’s own experience. The gaps identified will be documented and included as items for improvement within the findings and recommendations. Then will assemble and present an executive-level presentation,highlightingsignificant findings, defined goals, current capabilities including processmaturityratings, identified gaps, and recommendations for improvement.
We can quickly evaluate your Service Desk’s effectiveness and perceived value throughout your organization. In one week, you can understand how strong your Service Desk is when supporting users and handling requests, as well as Service Desk ticket quality. Once completed, the assessment can show you how to apply ITIL 4 best practices to improve performance, quality of service, and cost-effectiveness.
Service desk effectiveness
If you ask most people at your organization who they think of as “the IT department,” chances are they will name the people who work at the Service Desk. These people are the “face” of IT at most companies, to both employees and customers.
Service Desk staff are the first line of defense when an employee can't get their job done. Not the CIO, not the VP of IT, but the Service Desk. So – how are they doing? Are internal and external stakeholders happy with how requests are handled, or do you hear things like the “No Help Desk” and anecdotes about problems that take forever to get resolved? How can you know what is factual and what’s just hearsay? And is the Service Desk ticket quality sufficient to get customers the help they need? While the Service Desk is the face of IT for many companies, it’s often the last in line for continual improvement initiatives and IT budget dollars. As a result, stakeholders often see interacting with the Service Desk as a chore, as opposed to an opportunity to engage with IT to achieve desired results. You’ll likely hear an increase in complaints regarding the Service Desk if steps haven’t been taken to improve the Service Desk knowledge and capabilities - especially when making significant changes like transitioning to a distributed employee model in response to the COVID-19 pandemic. The assessment can provide benefits when done in anticipation of significant change, such as supporting a new business unit or rolling out support for a major application. It may also be helpful if you feel that the Service Desk is not able to meet the needs of its customers on an ongoing basis or if the Service Desk ticket quality is inconsistent. This could also be the case if your ITSM Platforms, such as ServiceNow, Cherwell, BMC, or Ivanti, are not providing the value they should to the organization.
Working with the project sponsor and key stakeholders, our team will identify your organization’s IT Asset Management priorities, current challenges, and desired state. We will review the current ITAM capabilities of the IT organization. OwlPoint will interview various key stakeholders, interview other process operatives, review current process documentation, such as Asset Management and Configuration Management, and review currently implemented and available technologies, such as current IT asset registers or CMDBs. The current ITAM capabilities and requirements will be compared to ITIL 4 best practices and OwlPoint’s own experience. The gaps identified will be documented and included as items for improvement within the findings and recommendations. Then will assemble and present an executive-level presentation,highlighting significant findings, defined goals, current capabilities including process maturity ratings, identified gaps, and recommendations for improvement.
Service desk
Many well intentioned IT organizations are slow to adopt best-practice standards and consequently performance suffers. With the ever-changing world of work, relying on outdated systems and processes will quickly become a business liability. Our ITSM Assessment gives you the information you need to engage with top stakeholders at your organization and co-create the roadmap to achieve desired outcomes. OwlPoint’s proprietary 6-step ADVICE™ Assessment provides clients an in-depth understanding of business goals and the actions required to meet those goals. IT and current business processes are evaluated against ITIL 4 best practices to discover what is working – and what isn’t.
A high-level review of you organization’s goals, objectives, current process definitions, and current capabilities – and a roadmap to get to the next level.
IT Service management
Assessment
An ITSM Assessment may seem like a “nice to have” when in reality it’s a “need to have”. We know, it may sound like an expensive and painful undertaking. With our assessments, it won't be. While the “Big 4” may charge a king’s ransom – if you can even get them to return your phone call – we can get it done more quickly and economically. This assessment benefits organizations of every size and industry. As an AXELOS Consulting Partner, we have the expertise and experience to provide an actionable, high-level roadmap for improvement. Based on feedback, our consultants work collaboratively with your team to define business requirements, categorize and prioritize needs, and work with both the business and IT to co-create value and positive out comes for all stakeholders.
All areas of your business reply on IT everyday to meet goals and measure progress. The results of an ITSM Assessment and roadmap benefit every area of your organization – not just IT.
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5-step ADVICE™ Assessment provides an in-depth understanding of business goals and the actions required to meet those goals.
PERFORM DISCOVER
Working with the project sponsor and key stakeholders, we identify the organization’s goals and document the defined requirements for operational processes. We then review how the operational processes are currently implemented within the IT organization. OwlPoint will interview various key stakeholders, interview other process operatives, review current process documentation, and review currently implemented and available technologies. OwlPoint will also look at the external drivers for proper implementation of operational processes. The current implementation, capabilities and requirements will be compared to best practices. The gaps identified will be documented and included as items for improvement within the findings and recommendations as well as the Roadmap Our team then assembles a comprehensive ITSM Assessment Presentation. This executive presentation will include all significant items, defined goals, current capabilities including process maturity ratings, identified gaps, and recommendations for improvement. A high-level roadmap summarizing the grouping, order and timeline for implementation steps that should be taken to achieve the defined goals including the desired levels of maturity for each of the processes.
CONDUCT GAP ANALYSIS
Our proven ITSM Assessment can have a significant positive impact on your organization – especially in times like this. With the information and plan in place, your organization will be able to excel in today’s current environment and have a strong foundation to grow and mature in the future.
ASSEMBLE ROADMAP
it Service Management
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Owlpoint Our consulting partner, OwlPoint, was founded in 2008 to help IT provide value and be a recognized asset to the businesses they support. In addition to a full range of IT Service Management consulting services, they are leaders in ITIL 4 advice and consulting. Please reach out to ITSM Academy to learn how working together, we can maximize the value of your organization, leveraging the modern version of ITIL and ITSM.
Together, leaders in ITSM for almost 30 years
954-491-3442 | www.itsmacademy.com/advisory
ITSM Academy We are a female owned small business, established in 2003. Our extensive catalog includes ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA) education and advice.