ITSM


 

All route7 Principals are ITIL v3 certified, and are highly experienced in supporting major organizations such as Verizon, Sprint, Nextel, Intelsat, Department of Energy in developing and implementing effective and efficient operations support organizations and processes.  We look at a service as a combination of People, Process and Technology.  While Technology can certainly help automate many of the operational support tasks, it requires the right processes and an organizational structure (people) to successfully deliver of the service management goals of an organization.

route7 uses the IT Infrastructure Library (ITIL) which is a de facto standard framework for best practices in the area of Service Management.  This framework defines how Service Management is applied within organizations.  The framework is considered to be the pre-eminent service management standard for information technology and has been adopted by many global organizations.  It’s a practical approach to Service Management – a common framework of practices uniting all areas of IT service aimed at a single goal of delivering value to the business.  Our service management methodology is vendor agnostic (not based on any particular technology), non-prescriptive (offers time-tested practices with applicability for all types of service organizations) and best practices based (represents the experience and leadership of the world’s best in class service providers).  It defines and delivers on practices that enable organizations to recognize high return on investment and sustained success.

Our Service Management approach uses our proven assessment methodology to gather details specific to

  • the business goals and objectives for the operations functions that are associated with Information Technology (IT)
  • Policies, processes and procedures associated with the service management tools / activities
  • Stakeholder requirements for the service management tools
  • System analysis and design documentation associated with the service management tools
  • Service Level Agreements, (SLAs) Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s) associated with operations
  • Key Performance Indicators, (KPIs), Key Quality Indicators, (KQIs) Key Goal Indicators, (KGI’s) for service delivery and service support

route7 then analyzes the information gathered from the documentation review, facilitation session(s), interviews and the discovery of the as-is environment, using best practices and peer organizations as a reference, to determine:

  • The recommended enhancements that should be implemented for as-is environment “front-office” and “service management” tools
  • Additional tools that should be acquired to meet business goals and objectives
  • Policy, process and procedure development requirements
  • Asset management lifecycle requirements
  • Maintenance requirements and associated contracts
  • The roles that will be required to perform the operations activities
  • Metrics, reporting and dashboard requirements
  • The business impact of the proposed changes

We then perform an alternatives analysis to determine the impact associated with the different implementation scenarios, as defined within our findings.

At the conclusion of the operations management assessment, we provide the customer with detailed documentation that provides the stakeholder requirements and business requirements for the operations management components.  This enables our customers to implement the most effective and efficient operations organization, armed with the right processes and tools to manage their IT investment efficiently, thereby helping them to “do more with less”.