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Business Service Management Process Optimization
As a logical starting point for customers, BRT recommends clients undertake an assessment of IT best-practices and IT alignment to business requirements. The information in this Best Practices Assessment study is collected during workshops and business case-study interviews with key people from the following areas:
- Operations
- Technical services
- Security
- Application support
- Configuration
- Change and release management
- Problem & incident management
- Business continuity (availability)
- Offices of the CTO and CIO
- Capacity
- Service level management
For these engagements, specific focus is set around 7 primary process areas (whether formalized or not):
- Service Desk
- Incident Management
- Problem and Known Error Management
- Change and Release Management
- Configuration Management
- Service Level Management and business service delivery
- Service Request Management and fulfillment
The objective of these interviews is to obtain a better understanding of the client regarding: organization, strategies, processes, ITIL maturity, operating mode, problems, and needs. This allows for an accurate reflection of the client's "as-is" state. From here, BRT can work with the client to establish "to-be": process flows and technology recommendations and organize these into a high level executive presentation. The assessment will describe the direct and indirect benefits that mature service management processes can bring to the client based on experience gathered through the years of working in this area. Our approach uses a standard format that we at BRT have used previously and successfully. It will allow us to ask the questions of the process owner regarding where they need to be to meet their objectives. The gaps that can be filled by the implementation of process transformations and process automation tools sets will be mapped to the process and technology roadmap.
This highly formalized approach allows us to:
- Gain an understanding of the client's area and functional role and responsibilities and the inter-process relationships in place
- Gain an understanding of the processes & tools used in the client's area
- Understand the client relationships with other IT Groups and other Business groups
- Understand the critical success factors
- Gain business perspective (we need to understand the business in order to map and prioritize the processes and integrations)
- Gain IT perspective (our approach is technology and platform independent but we do need to be aware of the technologies and potential integration or security issues between vendors)
- Gain the operational perspective (where can we save them time and money immediately)
- Gain a more in-depth understanding of the level of adoption of the ITIL framework in each area
About Burntsand
With a unique focus on helping clients unify information to increase agility, Burntsand is a North American leader in the delivery of systems integration consulting services. Burntsand partners with leading enterprises to achieve their Integrated Information Management goals through the delivery of Enterprise Content Management, Collaboration, Enterprise Operations & Service Management, and Customer Relationship Management solutions. Burntsand's Time to Value approach makes the firm different: it gives customers an edge, helping them realize near-term business benefits and long-term competitive gains. The company's distinguished partner status with EMC, Microsoft and BMC reflects its business maturity and sustained technology depth. Headquartered in Toronto, Burntsand operates from locations across North America. The company's shares (TSX: BRT) are traded on the Toronto Stock Exchange.
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