| The past several years, organizations have been constantly hectored by industry analysts about the need for more process orientation, more operating discipline, and more documentation. Business managers are asking why the first wave of SLA (Service Level Agreement) implementations did not achieve the expected results. Furthermore, IT departments are being asked to demonstrate they have standardized procedures and that their internal policies and procedures are formalized. Taken together, these developments have pushed the ITIL process framework and IT Service Management (ITSM) in particular to the front-burner. Ivory-Tower Consultants
In response, many ivory-tower consultants recommend that customers simply adopt the ITIL framework 'as is', make an executive announcement to that effect, budget some money to pay for all their junior staffers, and then present a couple of generic implementations which they assert will achieve process discipline. To achieve this 'ideal' implementation, the consulting firms conduct a standard process assessment using basic questions and, wonder of wonders, declare that your organziation is immature. IT managers consider such advice and think: where's the beef?
TDG's ITIL Maturity Assessment
We see ITIL as just a tool -- a means of achieving a much more important goal: Efficient IT Operations. TDG recognizes that there are a whole host of operational problems -- capacity misallocations, improper configurations, lax change control, poor troubleshooting practices, and so on -- that ITIL can address. Such real-world challenges are significant in their scope and severity. Our LaserOps™ apporach, instead, has always been to extract the salient portions of the two key ITSM libraries -- Service Support and Service Delivery (which contain the bulk of processes of interest to IT Management) -- and combine them with our technical expertise to perform a practical Maturity Assessment. Using the industry standard CMMI (Capability and Maturity Integration) approach, we add the insight gleaned from our methodology and our reliance on a robust assessment tool known as MeasureITIL ™ to generate highly specific analyses of the operational maturity of any combination of the ten ITSM processes. We invite you to contact our clients, review our sample assessments, and see why we have garnered a reputation for effectiveness, honesty, clarity, and insight in determining how to apply ITIL solutions to every-day IT operations challenges. To view a sample page from one of our Maturity Assessments, visit the Sample Deliverables page under Resources or click here. |
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