Process Improvement using ITIL

Full Scope ITIL Consulting

The IT Infrastructure Library is being used by more and more IT shops to manage the deployment and provisioning of IT services throughout an organization. At Altair we specialize in helping companies understand the scope and applicability of ITIL, develop appropriate processes and procedures for customized ITIL programs, and provide ongoing assessment and evaluation services for existing ITIL programs.

ITIL consists of 7 major modules:

Service Delivery. This ITIL module helps you establish standards and processes for managing the delivery of IT services into your organization. The emphasis is on effective planning and accurate definitions of service provisioning requirements. Altair can work with your delivery teams to structure guidelines for Service Level Agreements, define disaster recovery approaches, calculate performance and uptime requirements, develop continuity plans, and document all this in a program that is tied to fiscal and managerial objectives. Our Service Delivery program components typically address:

· Service Level Management

· Capacity Management

· Availability Management

· Service Continuity

· Financial Management of IT Services

Please contact us about ITIL program development.

Service Support. This part of ITIL helps you manage the day-to-day activities that are required to support the operation of services throughout your organization. Because it is broadly applicable, Service Support may be the most widely used module within ITIL. Altair will work with your support teams to create a Service Support program that helps you at two levels. At the field level, we help you standardize approaches to Help Desk management, problem and incident ticket work flows, and change requests. At the development level, we’ll help you implement policies for release management, establish appropriate configuration management environments, and define change control and review procedures. Our Service Support program components typically include:

· Service Desk

· Incident Management

· Problem Management

· Release Management

· Configuration Management

· Change Management

Application Management. The concept of “Sustaining Engineering” is well applied to this ITIL module. Application Management provides mechanisms your development teams can use to build IT solutions that are designed upfront for effective field use. Altair will help you establish a program that supports the concepts of optimization, operational efficiencies, and the Three Ss: standardization, segmentation, and sustainability. Our Application Management components typically include:

· Requirements Management

· Design for Use

· Build for Reuse

· Modularization

· Standardization

Security Management. The Security Management module of ITIL is focused on helping you define and establish the proper levels of security and data assurance to protect company information, IT service continuity, and the IT infrastructure in place across your organization. Altair will help you define and deploy a “management-down” security program that reflects executive policy, accounts for user community needs, and promotes continuous assessment and improvement. Our Security Management components typically include:

· Security Policies

· Risk Analysis & Management Planning

· Security Implementation

· Security Audits

Infrastructure Management. Information Communication Technology systems (ICT) within an organization make up the infrastructure that supports all IT services. And so it is important for a sound service management program to address the management of this infrastructure. Altair consultants will work with your operations and engineering teams to develop an ICT/IM program that effectively defines how the company will administer, design, and deploy infrastructure components while providing for scalability and technical support. Our ICT/IM components typically include:

· Administration & Management

· Planning & Design

· Deployment

· Operations

· Technical Support

Service Management Planning. Service management under ITIL covers the design, deployment, and evaluation of IT services across an organization. The Service Management Planning module addresses the strategic side of these activities. For SMP, Altair will help you establish the rights kinds of standards and working groups to manage the organization’s vision for service performance, quality improvement, and business growth. Our Service Management Planning components typically include:

· Change Management

· Quality Management

· Organizational Service Focus

· Organizational Process Focus

The Business Perspective. One of the well-known strengths of ITIL is its focus on IT as a business. Through this view ITIL promotes a series of practices and considerations that help you shape an IT organization that is business responsive and fiscally responsible. Altair can help you establish the right IT business perspective for your organization by tying IT performance to business success, establishing protocols for Customer-IT engagements, and defining criteria for successful supplier relationships. Typical components of our Business Perspective approach include:

· Business Performance Management

· Customer Relationship Management

· Supplier Agreement Management

· IT Strategic Development

Please quote an on-site ITIL Training Class for us.

Go to the Altair Training page for more on ITIL training.