Determine which functions
fully address the needs of the users and the business.
The IT Organisation Assessment Service is designed and developed by Ultracomp to help you improve the quality and cost-effectiveness of those areas of IT Service Management that are critical to the success of your organisation's business. The IT Organisation Assessment Service is an important ingredient in the continuous process of reducing costs and improving the support and delivery of services you provide to your end users. The IT Organisation Assessment Service addresses all your Service Management requirements:
How good is the service I'm delivering to my users?
Can I
reduce my IT costs without impacting the quality of service?
How can I
improve the service I'm providing?
The objective of service management is to provide high quality cost-effective IT services. The Assessment Service is the starting point for achieving this objective by providing IT managers with a clear and unambiguous picture of the services they are delivering measured against cost and quality standards.
The Assessment Service will:
Determine which functions
fully address the needs of the users and the business.
Identify those areas where
cost savings can be achieved and where improvements will realise significant
benefits to the user and IT departments.
Enable the development of
a Service Improvement Programme which will provide you with the basis for
implementing the processes needed to achieve the required benefits.
Provide you with a method
for the on-going monitoring of the services.
The Assessment Service is delivered by consultants with years of practical experience in service management. All consultants have the ISEB's Certificate of Proficiency in IT Infrastructure Management. This practical experience allied to Ultracomp's Assessment Methodology for assessing service provision ensures independent and objective recommendations.
The Assessment Service is conducted as a series of interviews with key personnel in the IT department, and where applicable with end-users. The interviews are structured around a set of pre-determined questions which have been developed with the specialist knowledge and practical experience of our consultants. In this way the scope, performance and perception of the services can be measured.
As part of the Assessment Service a set of metrics is produced for the achievement, quality and cost-effectiveness of the underlying service management processes. These metrics can be used as an objective measure of the IT service and act as a subsequent benchmark for measuring the actual improvements gained from implementing the recommendations.
The Assessment Service includes an evaluation of the following service management disciplines and the processes used to perform them:
IT Business Planning Service Level Management
Configuration Management
Capacity Management Problem Management
Contingency Planning Change Management
Cost Management
Help Desk Availability Management
Software Control and
Distribution Customer Care
Automated Operations
SERVICE MANAGEMENT
Help Desk
Problem management
Configuration management
Service level management
Change management
Automated operations
System Monitoring
DISASTER RECOVERY / CONTINGENCY PLANNING / BUSINESS CONTINUITY
Resilience & recovery
Disaster avoidance
Business impact analysis
Supplier evaluation
Contingency plans
Testing
Disaster back-up
TRAINING
ISEB accredited
Service management
Technical -- VME, UNIX,
Networking
Scheduled courses
Bespoke courses
In-house workshops
The findings of the Assessment Service are presented in the form of a report and presentation to the IT managers. The report contains details of the recommended Service Improvement Programme and identifies the areas where cost savings can be achieved. The report is delivered in advance of the presentation to enable the contents to be discussed and analysed. The ensuing presentation then becomes a vehicle for developing the main findings of the report and the basis for subsequent discussion and agreed actions.
The Service Improvement Programme provides a clear action plan that can be used as the basis for implementation. It can also be used to monitor progress and as a yardstick for annual reviews. This will then enable progress to be assessed and measured.
Ultracomp is a leading supplier of service management products and services throughout the UK Ultracomp is also accredited by the Information Systems Examination Board to provide training that can lead to an examination for the ISEB's Certificate of Proficiency in Infrastructure Management.
 "In Your Team, On Your Side"
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