Enterprise Consulting Services

IT Service Management Outsourcing

Accelerating Service Performance

IT Service Management Outsourcing 


 

 

Certified ITIL v3 Experts

We are IT Service Management outsourcing experts, helping internal IT move commodity services to the Cloud and IT Managed Service Providers grow their business. Our SME’s are also Project Management Professionals and can execute complex ITSM projects. One consultant, two hats – its the best combination possible

Tool Agnostic

We are independent and do not push specific partners or ITSM software solutions. Many companies can get a lot more millage out of their existing tools. We have worked with many ITSM and ITAM tool sets including ServiceNow, LANDesk, ConnectWise, Microsoft SCCM, BMC ITSM, HP Service Manager, Altiris, CA IAM, HP DDMi and IBM Tivoli

Quality for Less

Being nimble has its advantages. We are the best in the business for less cost. Larger consulting companies have higher overhead which equals higher cost. Does a deep bench guarantee better results? Always verify the experience of the named consultant assigned to your account

Managed Service Provider Specialists

IT is not all in the cloud. Driving ITIL best practice when “IT Is the Business” resonates for internal IT organizations as well as Managed Service Providers, and the real value for both is leveraging ITIL on the revenue side of the P&L. Review our Solution Case Studies  for IT Service Management outsourcing projects

 

ITIL Consulting

Today, commodity Operational processes like Incident Management (Service Desk) and IT infrastructure management are more cost effectively provided by outsourcing to Managed Service Providers, allowing internal IT to focus on strategic business initiatives driving revenue. We help internal IT determine what services to keep and improve and which services to move out while reducing risk. We help MSP’s on the receiving end build their brand by providing exceptional commodity services, at the lowest possible cost.

ITIL is the acronym for Information Technology Infrastructure Library and version 3 is the latest release in practice. ITIL is composed of 24 processes, aligned under 5 Life Cycle Stages – Strategy, Design, Transition, Operations and Improvement. Each component is essential to the business of IT Service delivery and support:


 

ITIL Service Strategy

In practice, investments in IT Service Management are often sidelined in today’s draconian, bottom line business environments – until there is a crisis or pain becomes intolerable at the executive level.  Developing an ITIL v3 Service Strategy will focus on your entire technology services portfolio, unlocking achievable ROI opportunities that can transform your business. Slicing your operating budget by “services” instead of function  is a great place to start. Whether its moving commodity services out or developing new services that provide competitive advantage, Service Strategy is all about proactively managing your IT Service portfolio to change the game. Click here for ITIL consulting Service Strategy solutions.

ITIL Service Operations

Traditionally, Service Operations is where IT lives and rationalizes the greatest spend. Processes in this stage are Event, Request, Incident, Problem and Security Access Management. IT organizations are functionally aligned around the Service Desk, Technical Infrastructure, Network Management, Operations Management, Application Management, Monitoring and Controls. Internal IT has accelerated outsourcing these functions and MSP’s are gaining share. Now more than ever, integrated policies, process and procedures, backed by iron clad contracts, are required to ensure cost effective customer service and delivery that meet SLA’s. Click here for ITIL consulting Service Operations solutions.

ITIL Service Design

The ITIL Service Design Life Cycle stage represents the body of knowledge focused on the Service Catalog and Service Level, Availability, Capacity, Continuity, Supplier and Security Management. Developing a new “Service Package” requires an understanding of the entire supply chain required to deliver and support the planned change end to end. Whether you represent internal IT or a MSP, these processes represent table stakes achieving SLA’s and ensuring new services deliver planned ROI. However, operational excellence and cost reduction are no longer enough to keep CIO’s in their seats. That’s service “Warranty” in ITIL speak. A new focus on service “Utility”, the value perceived by the customer affecting business outcomes, is required to leverage ITIL on the revenue side of the P&L. Click here for ITIL consulting Service Design solutions.

ITIL Service Improvement

The final ITIL v3 Stage, Service Improvement, is essential for survival. The world is moving at light speed and complacence is brutally punished. In order for internal IT and MSP’s to compete in today’s service delivery and supports ecosystem, they must prove adherence to best practice standards and are audited to ensure compliance. Whether you utilize ITIL, COBIT, MOF, ISO, SSAE, Six Sigma, CMM, SOX, PCI, FISMA, HIPPA or parts of each depending on your industry requirements, ECS can identify gaps, assess risk and cost effectively project manage solutions that improve service, pass audit and provide competitive advantage. Click here for ITIL consulting Service Improvement solutions.

ITIL Service Transition

The ITIL Service Transition Stage provides best practice to guide how services are changed, while controlling the risk of failure and disruption. Transition Stage process knowledge focuses on Change, Release and Asset / Configuration Management and includes Service Validation and Testing. Today, Service Transition has gained further importance due to the hyper rate of transition to the Cloud, outsourcing and merger acquisition. ITIL does not break down when you outsource. Extending your IT service value streams to suppliers just means they have to be playing at the same level across the entire ITIL process stack. For MSP’s, the more best practice integration you provide your customers, the more value you present and the stickier you become. Click here for ITIL consulting Service Transition solutions.

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ITIL Project Management

We utilize PMBOK project management methodology but time box project schedules to ensure results are achieved on time, within budget. An engagement PMO is established, and required project management artifacts are generated to promote transparency. In addition to ITIL certifications, look for PMP certified SME’s – consultants that can execute as well as advise:

  • Project Charters
  • Business Requirements
  • Work Break Down Structures
  • Milestone Plans
  • Budgets
  • Project Change Control
  • Communications Plans
  • Stakeholder Registers
  • Quality Assurance
  • Risk & Opportunity Matrices
  • Procurement and Contract Management
  • Status Reporting & Executive Dashboards

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