ITIL Consulting
ITIL (Information Technology
Infrastructure Library) is a library of
best practices originated in the UK
designed to improve service levels
of IT services. ITIL is broken down
into 2 main areas – service support
and service delivery. Many large
organizations around the world
have utilized ITIL to transform their
IT customer service capabilities.
Service level agreements (SLAs)
are an integral part any
organization’s continued
improvement as a world class
service delivery and support
function. Specifically, Brentwood
Consulting Group has led the effort
to implement ITIL in both the public
and private sectors using its
proprietary Ignitis ™ methodology,
combining ITIL and Six Sigma
disciplines.
ITIL (Information Technology
Infrastructure Library) is a library of
best practices originated in the UK
designed to improve service levels
of IT services. ITIL is broken down
into 2 main areas – service support
and service delivery. Many large
organizations around the world
have utilized ITIL to transform their
IT customer service capabilities.
Service level agreements (SLAs)
are an integral part any
organization’s continued
improvement as a world class
service delivery and support
function. Specifically, Brentwood
Consulting Group has led the effort
to implement ITIL in both the public
and private sectors using its
proprietary Ignitis ™ methodology,
combining ITIL and Six Sigma
disciplines.
This methodology consists of several steps, tailored to an organization’s needs. They are as follows:
1) If the organization has no catalog of services, one will be created.
2) The top 10 services in need of service level improvement are identified and ranked.
3) SLAs are created for each service, composed of service commitments in terms of metrics, with service provider
and service consumer responsibilities detailed, respectively.
4) The services are decomposed into processes that are then either improved or re-created if sufficient
improvement is not possible. Improvements are engineered in to the extent that the services can finally deliver
what the SLAs promise.
5) Periodic metric reports are distributed to all clients so that service visibility is achieved.
6) When a service does not meet its SLA, immediate mid-course correction is instituted so the service can perform
adequately.
7) A process architecture based on ITIL’s 10 areas is concurrently addressed, usually beginning with the
establishment of a service desk, if one is not present.
Client references are available on request. All you have to do to get started is contact us today!
1) If the organization has no catalog of services, one will be created.
2) The top 10 services in need of service level improvement are identified and ranked.
3) SLAs are created for each service, composed of service commitments in terms of metrics, with service provider
and service consumer responsibilities detailed, respectively.
4) The services are decomposed into processes that are then either improved or re-created if sufficient
improvement is not possible. Improvements are engineered in to the extent that the services can finally deliver
what the SLAs promise.
5) Periodic metric reports are distributed to all clients so that service visibility is achieved.
6) When a service does not meet its SLA, immediate mid-course correction is instituted so the service can perform
adequately.
7) A process architecture based on ITIL’s 10 areas is concurrently addressed, usually beginning with the
establishment of a service desk, if one is not present.
Client references are available on request. All you have to do to get started is contact us today!
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