The IT Service Management Assessment is designed to perform an objective review of your Service Support and Service Delivery processes. The assessment will review processes against best practice guidance and provide a set of recommendations that will be used to develop a Service Improvement Plan. The assessment will identify strengths and weakness and opportunities for quick wins. The assessment is conducted in a format that ensures that your organisation has ownership for the Service Improvement Plan thereby giving you control over the implementation and its success.

The IT Service Management Assessment will review:

- Service Desk

- Incident Management

- Problem Management

- Change Management

- Configuration Management

- Release Management

- Service Level Management

- Financial Management for IT Services

- Capacity Management

- Availability Management

- IT Service Continuity Management

Approach

The IT Service Management Assessment involves on-site consultancy to critically review your operation by interviewing key stakeholders, management and customers. Documentation, current work practices and procedures are reviewed.

Deliverables

Full management consultancy report and presentation / workshop to develop a Service Improvement Plan.

The KMF Advantage

- Objective external review

- Expert analysis

- Observations and advice from highly experienced professional

- Tactical recommendations that can have an immediate impact to improve operational effectiveness and efficiency

- Organisational ownership of the IT Service Improvement Plan

IT Service Management Healthcheck

The IT Service Management HealthCheck is similar in nature to the IT Service Management Assessment but concentrates on one or two process areas.

The HealthCheck gives you an in-depth analysis of a process against best practice guidance and a detailed set of findings and recommendations for service improvement.

The HealthCheck can be utilised as a follow-up to an IT Service Management Assessment where further detailed analysis of a particular process is required to provide a detailed improvement plan, or, where you wish to simply focus on one or two areas that may have been highlighted as requiring improvement - perhaps in a recent customer satisfaction survey.

Approach

The IT Service Management HealthCheck involves on-site consultancy to critically review your operation in detail, by interviewing key stakeholders, relevant staff, management and customers. Documentation, current work practices, metrics, tools and procedures are reviewed.

Deliverables

Full management consultancy report and presentation / workshop to develop a Service Improvement Plan.

The KMF Advantage

- Objective external review

- Expert in-depth analysis

- Observations and advice from highly experienced professional

- Tactical recommendations that can have an immediate impact to improve operational effectiveness and efficiency

- Organisational ownership of the process Service Improvement Plan