IT Service Management

Utilizing Good Practice from many sources, the IT organization provides value to the company through minimizing duplication of IT work effort, business downtime and cycle times from idea to execution. At Pultorak we have the experience required to help you make appropriate Service Management choices and plans, the knowledge necessary on how to apply them and the wisdom to know when to do it. Let us help your business succeed in gaining higher returns through lowering costs of technology service application and support.

Assessment Services for Service Management

Assessment Services assesses organizations service provision maturity against best practice and against industry comparison. The assessment is normally conducted by a combination of facilitated workshops, interviews and observation to review the gap between "where are we now?" and "where should we be?". The output from the assessment will include a Roadmap for service improvement. We focus on the outcomes based upon what the customer perceives the problems may be and utilize suggestions in formulating strategies that make sense for the customer.  Assessments can cover the following areas:

• ITIL® and MOF assessment
• Operational risk assessment
• Security Management assessments
• Organizational review
• Risk Analysis

Process Definition and Design

For Service Management, this is where we define and document organizational specific processes and bring the processes to live use. Our extensive process experience is resident in our associates and developed strategies for a number of companies over the years has proven results. We offer assessment based strategies that link to the future through current process development activities. 

Implementation and Improvement Services

We can help in either the project management or the implementation of new processes into live operation or the actual implementation, which will include awareness campaigns, workshops, process re-engineering and cultural change programs. We offer assistance in defining and designing the following activities for implementing Service Management Processes:

• Service definition
• Process and organizational design
• Measurement, metrics, and reporting
• Organizational change leadership and communication
• Learning program development
• Service management tool assessment and selection
• Service Level Agreement / Operational Level Agreement / Underpinning Contract review and development

Tool Evaluation and Implementation

Once the decision to embark on a Service Improvement program begins, a key component to  success are the tools that can be utilized to the benefit of the customer and IT organization. Driven by volume and complexity, tools offer a way to automate and keep track of large numbers of requests of different types, Incidents. Changes and general information that is required to keep a company running internally in support of the services offered by the IT organization to the company.  We have experience with most major tool vendors and can map best or good practice processes to them.