ITSM/ITIL
Acosixsigma, in a strategic alliance with DL.Q Enterprises, offers a complete range of services to satisfy the needs of your organization and Information Technology department. Our consultants can help with everything from helping define and document the future state vision to offering workshops on process improvement methods.
A typical ITSM (IT Service Management) engagement begins with at least two client consultations where our job is to ensure that a clear vision of what is needed is defined, documented and agreed upon by senior management and the project sponsor.
Our ITSM Assessment service can provide your organization with a report and gap analysis of the current situation in the following five areas:
- PEOPLE
- PROCESS
- TECHNOLOGY
- ORGANIZATION
- MANAGEMENT
We have experience in delivering quality application-driven services with measurable results. Our staff have been involved in some of the world's leading ITSM assessments and implementations and we are very proud of the wealth of experience and knowledge they possess. Knowledge that guarantees your organization will not have a successful implementation.
DL.Q's experienced consultants are aware that training and education is a key factor in ensuring success. So through the alliance we offer certified and accredited ITIL training through a partner program, both in English and Spanish.
Services offered
Our ITSM Assessment service is designed to provide you with all the information you need to ensure that you are in a position to carry out your ITSM implementation successfully. Assessment is key to ensuring that you understand the current state of your IT organization.
The unique DL • Q methodology called AIM4ITSM, helps to assess the current state of people, processes and technology. Our differentiator goes far beyond simply documenting the level of ITSM knowledge and training of your staff or a simple review of your processes and current set of ITSM tools.
We will start with a few client consultation sessions so that we can clearly define and document the organization's IT Service Management goals. We will conduct confidential online surveys aimed at collecting information from all levels of the organization – Senior Management, Directors and mid-level Managers, supervisors and staff.
Our ITSM Assessment Team will identify the "corporate culture" of the organization, which plays an important role in ensuring the success of an ITSM implementation. We will also conduct one-on-one interviews with all levels of the organization to ensure that we are developing an accurate picture of the current state of the organization.
And they don't stop there, one of our differentiators is the “Street Talk” research carried out to find out what is being talked about on the street with the use of various websites, as well as our exclusive social media communication services. This information is invaluable in helping to strategically change the organization into an apparatus that produces the desired result – IT Transformation.
Should your company perform an ITSM assessment? IT organizations that intend to implement or improve IT processes should consider assessment as an important first step.
An evaluation is needed if:
- You are planning to implement ITSM concepts for the first time.
- No one knows where the documentation of the process is.
- You have tried to implement ITIL and failed.
- You are using ITIL, but it doesn't seem to be working.
- You need to perform a Gap Analysis and you don't know which areas need to be analysed.
Our delivery evaluation documentation, the Strategic Success Plan (SSP), provides the client with a list of tasks and a high-level plan of the projects including the duration of the expected tasks.
Our ITSM Delivery Solutions team can develop a solution to meet your unique needs. Our team includes senior consultants with training, experience, and certifications in ITIL, CMMI, COBIT, and Six Sigma. Our team is made up of consultants with an average of 15 or more years of experience in various industries such as banking, finance, insurance, manufacturing, and communications, as well as various state and government agencies. Our consultants can fill staffing gaps, staff augmentation, or anything ITSM related. We also offer online tutoring services.
ITSM solution delivery usually means organizational change, a buzzword these days making the rounds with transformation. In order to achieve transformation, several key factors must be considered:
- Understanding the current state of organizations.
- Corporate culture of the Organization.
- A well documented and agreed vision of the future state.
- A supply solutions team to help you achieve that vision.
- A methodology to achieve success – AIM4ITSM
We believe that our approach to ITSM implementations ensures that real world problems are addressed and resolved, as they should be. That's why our solutions are tailored to your needs and go far beyond delivering a process, some training, and a new tool. We commit to your organization at all levels to deliver business management solutions with service value and a measurable return on investment that will increase the value of IT to the business.
Whether you've already started your ITSM implementation or have an existing, verifiable assessment, we can complete the work necessary to ensure success. We are aware of the obstacles that these transformation projects can have on people and the organization as a whole. Our team of experienced consultants guide your organization through all the details. We know that an ITIL implementation means changes that affect people, processes and tools.
- Business Case Development Assistance – This is considered by many to be the most important document in the early planning stages, as it helps management understand the value of ITSM to the business. We offer assistance in the development of this and other documents necessary to obtain the support of management.
- Staff Augmentation – If your need is to keep your project moving, but you lack a necessary skill set, we will do everything possible to locate a qualified candidate who can jump-start execution and ensure the success of the project.
- ITSM Workshops – Training is very important to the overall success of your ITSM project. We offer workshops and ITSM training courses on all topics.
- ITSM Tool Implementation Services – Many Organizations make the mistake of applying the first tool. Our approach is aligned with ITSM best practices. We can also offer installation, configuration, and administration of ITSM tools such as HP Service Desk, ITSM IET, Remedy, and many other ITSM tools.
We have developed this service to meet the market need for an unbiased agnostic approach and a tool to help organizations of all sizes with requirements gathering, proof of concept, testing, configuration deployment, and management of a software tool. ITSM that meets the needs of the organization.
Not all ITSM tools are created equal. Some offer more functionality than you may need, while others can have extremely expensive maintenance fees. We provide you with the necessary expertise to help you make an informed decision about the right features and functions that provide greater value than cost ratio.
Our ITSM Services tools consultants have worked with many of the most widely used tools in the industry today. We have experience with both commercial off-the-shelf (COTS) as well as enterprise-level Open Source (no-cost/low-cost) tools currently available. This is not to say that we don't continue to forge alliances and relationships with some software vendors, which we do, and pass on substantial savings to our customers.
What can ITSM Service Tools do for you:
- Requirements Gathering (RG) – One of the most important steps in deciding which ITSM tool to use is the requirements gathering phase. Our experienced consultants make sure that you have identified this important step from all angles – users, financial, features, functions, ease of administration, ease of configuration, integration with toolsets, etc.
- Request for Proposal (RFP) – Sooner or later you will have to deal with vendors of ITSM tools. We are ready to help you get out of the maze. An important but mishandled step is the development of a strong RFP. We work closely with your team to ensure that you put together a request for proposal that is intended to match the information obtained during the requirements gathering stage.
- Proof of Concept (POC) – When the time comes for vendors to provide hardware, software, and professional services to test what's on the PP we'll be there to help. We will work with both the tool vendors and their IT staff to ensure that the tool meets and exceeds the requirements. During the POC we will help you test the various features and functionality of the tools.
- Configuration and Administration (C&A) – Our consultants are available to work with tool providers to ensure that the tool is configured to work optimally in your environment. An often forgotten task that we consider very important is developing a set of standard processes and procedures that are required to maintain and manage your new ITSM tool. We will work with both your staff and the tool vendor to develop the necessary documents to ensure ongoing management and administration of the ITSM tool.
We are firm believers in the value of a solid training and education. Without a solid education and training, the processes of an organization and the decision of the management will be seriously hampered. It can make a big difference when it comes to capturing a larger market share, getting a product or service to market before the competition, and driving costs down and increasing shareholder value.
We are leaders in providing ITSM workshops that can be delivered online, onsite or offsite.
As we have developed this division of our organization we have come to establish strong partnerships with IT training organizations to be leaders and innovators in the ITSM Training and Education vertical.
Our goal is to ensure that our partnerships provide high value to our clients, while lowering management costs, thus providing a higher return on investment.
Our vision is to provide training and education that our clients can reuse due to promotions and new hires. We work with the internal training department to develop a process to ensure the right training is received by the right staff based on their roles and responsibilities. This is another one of our differentiators and the reason why we lead the way in ensuring that your ITSM initiative is not only a success now, but also in the future.
We provide and offer training courses with the help of our alliance partners in the following ITSM disciplines:
- THEY ARE
- Six Sigma for IT
- CMMI
- CobiT
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FAQ
According to the Body of Knowledge (BOK) of the American Society for Quality (ASQ) and the international certification programs recognized by Motorola University and the International Society for Six Sigma Certifications, the minimum hour number of the Six Sigma program is:
- Green Belt – 80 hours
- Black Belt – 120 hours
There are a number of Six Sigma programs that are widely marketed and apply only a fraction of the BOK for each level. Acosixsigma is recognized for the large amount of curricular content that applies to all types of industry. For example, the estimated time for a Black Belt certification course is 120 hours, not including additional time allocated to a Six Sigma project. Other providers offer Black Belt training courses totaling 90 hours and Green Belt courses advertised at 56 hours. Therefore the variability in class hours obviously serves as a warning for interested companies to carefully check the subjects when taking a particular course against the established criteria for certification.
A Lean/Kaizen/Blitz Event is an intense effort where the team applies specific Lean approaches to reduce waste, defects, and cycle time and to implement improvements in a particular process or department.
Lean Six Sigma is an integrated set of methodologies that encompasses both Lean and Six Sigma concepts. It combines two powerful toolsets to address all aspects of quality, cost, and delivery. Both sets of methodologies have a customer and quality focus and are based on continuous improvement, which allows them to be very complementary.
Lean focuses on offering competitively priced products and services by eliminating waste and its drivers, while Six Sigma focuses on minimizing and reducing process variation that causes nonconformities.
Lean Six Sigma combines the strength and rigor of Six Sigma and data-driven analysis with the simple tools of Lean to eliminate waste and its drivers. The combination of the two methods provides a more robust set of tools for organizations to apply to solve problems, using the tools and techniques that best suit the specific problem at hand. Rather than the traditional independent use of tools, Lean Six Sigma combines Lean approaches into Six Sigma through the DMAIC (Define, Measure, Analyze, Improve and Control) method, as well as allowing Lean approaches to be used on their own. in the DMAIC model.
Process improvement is necessary for the performance of an organization that does not meet customer requirements. Lean Six Sigma offers a comprehensive set of tools, techniques, and approaches to enable an organization to gather customer requirements, analyze existing performance against those requirements, implement solutions to address performance gaps, and maintain best-in-class status. The tools and techniques used are the most appropriate for the specific problem at hand.
