Maturity Assessments
Xorbitec’s ITSM assessment seeks to examine the current maturity and quality levels of your organization’s IT processes against best practices. Through this process, gaps are identified, which pave the way for opportunities for improvement. Roadmaps for implementing improvements are also recommended.
Service Catalogue Design
The Service Catalogue, which provides a single source of information for all operational services(and services about to go live), is a very important tool in IT service delivery. A well designed Service Catalogue facilitates incident resolution, change management, service request & problem management. Our consultants in collaboration with your team will guide you through the steps in creating one for your organization.
ITSM Tool Selection
The selection of a suitable ITSM tool has been a difficult task for many service providers. Making a choice from among popular, market-leading service management tools requires careful planning & analysis. Xorbitec is ready to work with your team and other stakeholders to guide you in the tool selection. We will guide you through requirements gathering, gap analysis, RFT creation, evaluation, shortlisting, demonstration, selection, and finally procurement.
Service Sourcing Strategies
Is your organization’s model of service delivery efficient? Is the delivery of service from within(in the form of Shared Services/ dedicated provider within each business unit) or externally sourced? Does your value network need reconfiguration? Do your dedicated internal service providers need consolidation or does your shared services IT organization need to be unbundled? Is the Cloud an option? If yes, then which Cloud strategy and delivery model fit your IT organization: Public Cloud, Private Cloud, Hybrid Cloud, Platform as a service(PaaS), Software as a service(SaaS), Infrastructure as a service(IaaS), etc.? If your IT organization deals with multiple vendors, do you need advice on how Service Integration & Management(SIAM) can ease your problems?
Team with us and we will find a solution to suit your organization.
Process Design
Our ITIL® Consultants will work with your process owners & managers to analyze your current ITSM processes with ITSM best practices as guidance. We will then work to improve existing processes or build processes from scratch. Accompanying RACI matrices are also modeled to outline roles and responsibilities.
SLA Design
Through interactive workshops, we collaborate with your service team to craft foundational SLA’s and underpinning contracts linked with your services. Our holistic and data-driven approach will enable you to achieve leadership in your core business, and operate at superior levels of performance.
Service Design Package Creation
The Service Design Package(SDP), produced in the service Design stage is a document that defines all aspects of an IT service through each stage of its lifecycle, According to the ITIL® guidelines the SDP is created for each service or a major change or its retirement. It seems that many IT service providers either neglect the SDP or create one that is lacking in all the necessary elements. As the SDP follows the service throughout its lifecycle, a quality SDP ensures that the service is well designed, built & transitioned with minimum risk, and well supported in the operating environment. A well created SDP:
- improves service quality
- improves decision-making
- ensures that the service meets needs with minimum rework & interruption
- facilitates implementation of a new or changed service
- ensures effective service performance – in terms of utility & warranty
- reduces Total Cost of Ownership(TCO)
- improves service governance
Our consultants, in collaboration with the relevant stakeholders within and outside your organization, will be with you in every step in the development of quality SDP’s to underpin your service delivery.
Organizational Change Planning
In order for IT organizations to fully realize the intended benefits of IT implementations & transformations, these changes need to be carefully managed. Xorbitec will walk your organization through our Stakeholder Change Management approaches for you to realize the required outcomes of your IT transformations. Managing an organizational change is necessary to :
- embed changes into the organization
- reduce resistance
- bring efficiency in the use of resources
- motivate stakeholders & increase employee engagement & retention, and
- increase productivity
Service Transition & Transformation Strategies
Xorbitec will help your organization plan to minimize the risks of transitioning IT services and associated applications into your supported environment. Apart form internally designed services, the proliferation of cloud, and managed service providers has underscored the criticality of service transition skills for service providers. We work with your organization to develop transition and release plans, conduct impact analyses, readiness assessments and help plan and implement Early Life Support(ELS).
Measurement Systems Design
The emergence of Cloud & other disruptive service provision models such as managed services & SIAM has made many of the traditional ITSM modes of reporting & reporting out of place today. Service providers should be more preoccupied with actual service measurements that drive performance & at the same time improve customer satisfaction, whilst aligning IT with business objectives. Xorbitec strives to be your trusted partner on your way to implementing an appropriate measurement system for your organization. We will work with your team to develop metrics that matter!