ITSM Transformation

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Overview

FCG specialises in helping clients accelerate transformation programs that drive improvement of their business through IT service management. FCG brings expertise through world renowned trainers, consultants and toolkits to shape the most appropriate solution to effect change whether that be the adoption of service management frameworks (such as ITIL®, COBIT®, MOF), standards certifications (ISO/IEC 20000, ISO/IEC 27001), or more specialised processes such as software asset management, information security management and the service design lifecycle.

Our clients come to us to help drive change in the adoption of service management best practice with the aim of making significant transformation in the way they deliver services to:

Control costs (be more efficient)

Improve IT service quality (be more effective)

Be more aligned (work to agreed requirements and service levels)

Achieve compliance (in line with financial or supplier regulatory constraints for example)

This range of services is particularly useful to those who are interested in, but are struggling to implement, ITSM processes and can be delivered as a single exercise or as part of an ITSM implementation.

FCG  provides ‘hands-on’ support, practical guidance and facilitation to develop individual ITSM/ITIL processes or combinations within a program. A consultancy engagement guides customers through the initiation, definition, design and implementation lifecycle stages with the confidence that this is being done with the benefit of experience using repeatable methods and at low risk. Mentoring and knowledge sharing ensure the transfer of ‘know-how’ for customers to take this forward themselves. FCG have found that the following services are of particular interest.

Process Design and Implementation

The FCG approach utilises a fully interactive web-based process knowledge database that assists in the design, implementation and management of Service Management processes – FCGPRISM™. Whether used before, during or after an implementation of Service Management processes and/or supporting technology, FCGPRISM™ will help deliver lower cost and earlier business benefits.

 

Pre-formed process flows, template documentation, RACI charts and example KPIs all based on best practice will help to accelerate and formulise your ITSM implementation. Our consultants are skilled in adapting these models to provide pragmatic solutions for your environment and culture.

Improvement Planning and Execution

Our planning activities extend from ‘roadmap’ timelines based on recommendations and your business priorities through to detailed project lifecycle plans. FCG operates a methodology whereby ITSM projects are fully-scoped by senior consultants whose skill-sets and market sector exposure complement the project’s outline. It is a collaborative exercise bringing together all stakeholders including process and technology specialists.

 

Independently or building on the outputs from the initial assessment phase activities, and with a clear understanding of the agreed scope for improvement or deployment, we will work with you to provide consultancy and leadership to address the recommendations identified, including the production of the required supporting documentation. This collaborative effort provides a ‘Quick Start’ solution by exploiting FCG experience and resources.

 

Monitoring and measurement of on-going process operation ensures that the requirements have been met and the success criteria achieved and maintained. Throughout any of our engagements our consultants remain committed to provide mentoring and guidance support.

The depth of consultant involvement (e.g. advisory, ‘hand holding’, full ‘hands on’) and the division of effort between customer resources and FCG is totally adaptable as we understand influencing factors such as client resource availability, capability, budgets and timelines.

Service Portfolio and Catalogue Management / SLAs / OLAs

The lack of a formal service catalogue containing a definitive list of services and the lack of service level agreements (SLAs) can be an inhibitor to business relationship management, service level management and other key processes such as request fulfillment.

 

Implementing a service catalogue will also provide a useful foundation for any subsequent activities that may be instigated in respect of creating a service portfolio and implementing a service portfolio management process, as well as demand management.

 

This FCG service is designed to range from an onsite education and facilitation exercise to help organisations understand SLA/SLM/Service Catalogue concepts, developing practical and pragmatic planning for implementation, through to a more ‘hands-on’ practical guidance and facilitation to develop SLAs and a Service Catalogue.

The work guides you through the process and gives confidence that this is being done with the benefit of experience, plus the ‘know-how’ to take this forward independent of consultant help.

Measurement

Measurement is a key factor to driving continuous improvement. Only by planning clear measures and targets, checking the results and appropriate actions can IT organisations expect to maintain a minimum of management control. Many organisations over time have organically created reporting structures that no longer deliver value. Selecting the ‘right’ things to measure and prioritising corrective actions on priority topics can be vital in ensuring IT ‘value add’, resourcing alignment, business integration and improved customer confidence.

 

FCG has acquired a vast array of measures ranging from strategic balanced scorecards (BSCs) through to KPIs supporting critical success factors and to metrics to set baselines and measure trends. This can be further supported by customer satisfaction survey design and implementation.

 

Our consultants can advise on the best measurement options for your organisation without unduly increasing the reporting overhead. Read more about KPI measurement and BSCs.

Business Relationship Management

Business relationship management (BRM) has immense value in building closer ties by reassuring the business customer that the IT organisation (ITO) not only understands their challenges but that it is ‘as one’ in meeting them, thus helping to achieve better business alignment. Having effective communication and a mature BRM process is critical for any ITO in their overall service delivery responsibilities.

 

FCG can help by assessing current practices, barriers and issues before establishing and growing an effective BRM process. Templates provide a quick start solution where no formalised activity exists. The result ensures a framework for on-going relationship maturity, awareness of customer requirements, changing business environments and perspectives, strategies and drivers, competitors, etc.

Formulating and operating the BRM process shouldn’t been seen as a chore. It is the foundation of all other ITSM services. If you don’t have an effective relationship with your business customer you could end up not having a customer to provide services to! Any ITO not investing effort in this area does so at their peril. Read more about ‘Putting the Business into Relationship Management’.

Supplier / Vendor Management

In today’s multi-vendor supply chains how can you ensure that suppliers are delivering their services in accordance with the terms agreed as set out in the Contract and the supplier Service Level Agreement (SLA)? Equally, with increased regulatory and audit controls can you prove:

that contracts with suppliers are aligned with SLAs that have been agreed with the business?

regular reviews take place to ensure that the business needs and any contractual obligations continue to be met and that value for money is being obtained?

a formal process exists for handling contractual disputes?

performance against targets is measured, actions for improvement identified and acted upon?

FCG can help to manage the relationships with third parties by designing a process appropriate to your organization that covers:

the evaluation and procurement of new contracts and suppliers

the establishment of new suppliers and contracts

the categorization of suppliers and contracts and the population of the supplier and contracts database

the management of the supplier and contract performance

the management of the end of term of a contract

The output will:

establish and improve effective two way working relationships with suppliers

establish agreed monitoring of supplier performance

enhance service delivery through continuous improvement

FCG helps clients accelerate transformation programs to drive business improvement through IT Service Management

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