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Get your IT Service Management program off on the right foot with a comprehensive assessment and analysis of the gap between current capabilities and business needs — and establish a clear roadmap across people, process, and technology to bridge that gap.
Vision and Strategy - Determine your specific goals and the path to achieve them.
Maturity Assessment - Understand where you are today and the gap between current and desired state.
Best-practice Assessment - Optimize your IT processes based on expert recommendations.
Business Adoption - Prepare users and management to embrace and use the solution being implemented.
Process Development - Define, develop and adopt new IT Service Management processes.
Operational Sustainment - Develop a continual improvement plan to maintain the functionality of your ITSM solution.
To define a picture of where your business is currently in its process and product maturity, as well as to identify gaps and areas of improvement, then it needs to be documented. Consider the assessment as the starting point or foundation needed to make effective business decisions when considering process development, modifications or process adoption. Would you build a house on a foundation that isn’t solid? Of course not! Then why would you adopt or improve processes that depend on elements that may be ineffective or inefficient?
To help you develop that picture we offer the following assessment options:
Our assessments are based on ITIL® principles and focus on the following four core areas of People, Process, Tools and Environment. We can cover either your entire IT infrastructure or just focus on your Service Desk. Whichever option you choose, the end result will provide you with opportunities and recommendations to measurably improve the quality and efficiency of your support organization. The deliverable for this service provides:
Our Service Desk Express Health Check is a focused approach on the effectiveness of your service desk tools in supporting your services and related processes.
IT Business Process: A review of your IT Operations with specific attention to your service desk. Additionally we review any service desk processes and procedures, reporting, current mission, goals & future endeavors. This information is then used as part of the baseline while reviewing your BMC Service Desk Express product configuration.
BMC Service Desk Express product review: With an understanding of your business objectives we then review your Service Desk Express configuration in order to determine the effectiveness of the tools being used to support your current initiatives. Some of the areas that we focus on are: data collection, form design, permissions, work flow processing, notifications and reporting.
The end results are then compiled to identify immediate areas for improvement and a strategy to get you the rest of the way.
Currently Pinnacle is creating a new set of service offerings in the form of a 2-3 day work shop(s). These workshops will be part instructional and part co-development with the client. We will collaborate and review current processes you may either have in place or are considering to adopt and then collectively develop the needed elements that will define a successful IT Service Management process.
The following are 2-3 day workshops that we will be offering:
The deliverable from this workshop is a drafted Process Management Manual that captures the outcomes and decisions from the workshop. The final deliverable takes one to two weeks to finalize post-workshop.
Our Business Optimization Assessments focus on the following four core areas of People, Process, Tools and Environment. Our assessments are based on ITIL® principles and can cover either your entire IT infrastructure or just focus on your Service Desk. Additionally, we can hone in on specific areas over others. Whichever option you choose, the end result will provide you with opportunities and recommendations to measurably improve the quality and efficiency of your support organization through ITIL Optimization. More importantly, our assessments will provide you with a `Take Action Plan' with quick fixes and "Next Steps"
The People section of our assessment is comprised of interviews with key management and staff representatives, during which we identify skills, roles & responsibilities, education & training, and general understanding of corporate vision and goals. In most cases we also interview a subset of your clients to hear their perspectives on the quality of services your organization provides. This information helps us to better structure our business development strategies and Service Management solutions which fit your company culture.
The Process section of our assessments focuses on how you do business. We analyze all touchpoints in your processes from the top down, as well as any external entities which may impact the way you do business, and thus the ITIL needs of your organization. As we review your Service Desk, we analyze processes within the Incident, Problem, Change, and Configuration Management paradigm, part of the ITIL® perspective. We also gauge the effectiveness and efficiency of your processes along with documentation procedures and current reporting needs.
The Tools section of our assessments focus on applications used for call tracking, system monitoring, knowledge management, telephony, as well as reporting and documentation. We first review these systems independently to determine to what degree they are used, and then evaluate them collectively to see how well they work with each other to support your processes.
The Environment section of our assessments focuses on your business from a holistic level. Here we identify your corporate and IT mission and vision statements as well as the culture and tone of your organization. We also look at any resource constraints and the overall arching alignment of these areas to the business objectives. Additionally, if your organization has IT Governance in place that applies CobiT®, Sarbanes Oxley (SOX), and/or Six Sigma, we also look at how these affect your service processes.
Most organizations rarely take the time to document their Service Desk function. When determining process improvements, it is first necessary to see how your current processes are working. In this case a picture is worth a thousand words. After extensive interviews with key management and line personnel, we work with our clients to construct a graphical representation of key business functions as they relate to the Service Desk. Once the processes are mapped, they can then be used to aid in designing changes to your Service Desk tools as well as guide managers to visually see where future process changes and other business development strategies may impact your current way of doing business.
Accelerate time to value through proven expertise and best practices across a wide range of IT initiatives - from ITIL, CobIT®, and IT Service Management.
Installation, Setup and Configuration - Utilizing proven methods to reduce guess work, while developing and adapting a seamless solution.
Upgrade - Take advantage of new features and process improvements to keep you ahead of the curve.
Adoptive Integration - Maintain business involvement and acceptance as you deliver and adopt the solution into your existing environment.
Process and Organizational Alignment - Establish a value realization program with defined success metrics and tools for continually measuring and reporting results.
If you are implementing BMC Service Desk Express for the first time, our consultants will work with you to make the implementation go smoothly. We take the time to get to know your business while identifying key features of the product and model them to support your current service needs.
Our implementations include:
Our Installations generally range from one week to several depending on size and complexity of your Service Desk operations and the features you wish to implement.
Sometimes the task of upgrading your Service Desk product can be intimidating. With many years of experience with BMC Service Desk Express products we can make the process painless. Our Service Desk Express upgrade service includes:
If you wish to supplement this service by taking advantage of new features of BMC Service Desk Express, we would be happy to discuss these options with you in order to create a custom solution.
Our BMC Service Desk Express (SDE) Change Management Workshop is more than implementing but rather adapting the modules and workflow of SDE Change Management to your current Change Management process. We start by reviewing your current process and work with you to fine tune, while identifying elements of the Service Desk Express software that can be used to support your process. The following service includes:
It is recommended that a client have some level of a change management process documented and in effect at their organization prior to requesting this service. If you are new to this process, then we will be happy to customize this option to include developing your Change Management process with you.
Understand the complete picture by knowing what assets you have, as well as their relationships to each other and your services is crucial to making strategic decisions within your organization. Our workshop will review the BMC Service Desk Express (SDE) Asset Management & Purchasing modules, Configuration Management System (CMS) principles as outlined by ITIL and outline options and a plan to build the correct model for you organization that will deliver results.
As part of the workshop, the following will also be covered:
Effective decision making at all levels does not happen in a vacuum. In fact, designing a product to collect the right data is half the battle; reporting on this information and providing correct and meaningful metrics is the other half of the equation. This service will provide the following:
NOTE: This service can be done off site as long as client has ability to allow for remote connection and has a development/test environment.
BMC Service Desk Express is a complete browser-based service desk tracking automation tool. It offers a flexible architecture which makes it an ideal service desk tracking software for the needs of many businesses. Powerful workflow provides unmatched service and reduces operational expenses, while interactive graphical reporting displays the data you need to make informed business decisions.
The following are solutions we provide based on the BMC Service Desk Express line of products:
From definition to deployment, Pinnacle Consulting Services will help you successfully transition to production and achieve sustainability of your IT Service Management solution.
Deployment Support - On site go-live support tailored to ensure a successful transition to production.
Remote Management - A subscription service providing ongoing administration and maintenance of your BMC Service Desk solution.
User Mentoring/Training - Increase user adoption by having our consultants work with your administrators, users and management to provide custom Service Desk Express and /or ITIL Training.
Peak Performance - A combination solution that provides elements of system and process health checks, maturity assessment, solution tuning and custom consulting to ensure your solution performs to expected levels.
Whether you are upgrading and want overview training of new features or a more comprehensive training for line staff, managers and/or administrators, our training services will bring you up to speed. With over 10 years of field experience our consultants can develop a custom training solution that is both engaging and informative.
The following is a summary of training options we offer:
IT professionals and management need to be armed with the relevant knowledge, skills and understanding necessary to enhance ITSM processes and leverage new technologies adopted.
The right ITSM education provides your staff with an understanding of ITIL and its benefits that will help them to improve performance and productivity, leading to greater returns on your ITSM investment.
Pinnacle Business Consulting has partnered with ThirdSky, our premier vendor for ITIL training and certification. As a partner we are able to offer a comprehensive portfolio of educational programs to provide your staff with the necessary skills and knowledge needed to construct, utilize and maintain their ITSM processes.
The following is a sample of classes that are offered.
This Consulting service is a predetermined block of hours that will provide a Certified ITIL and/or Service Desk Express consultant on site during the time when a customer will be rolling out their Service Desk Express system or ITSM solution into production.
This service is intended to provide the mentoring support necessary to assist with the resolution of any technical issues that may arise during the roll-out as well as monitor performance and fine-tune the components of your technological and service management solution.
The specific deliverables of this service are defined jointly on a case-by-case basis. However, all engagements will include:
Pinnacle's remote administration program is a subscription service that optimizes an organization's use of BMC Service Desk Express. As an experienced solution provider, Pinnacle has the expertise to review and recommend changes, while assisting with upgrades and customizations to ensure your Service Desk and related process solutions are operating at maximum effectiveness.
Subscribers to the Remote Administration program receive the benefit of a senior systems consultant, providing oversight at all levels of the IT department. Administrator and analysts will enhance their knowledge of SDE while management will be able to implement best practices, improve the return on investment, and increase end-user satisfaction.
Success Criteria:
Service solutions are a combination of efficient, effective and balanced use of People, Process, Tools and Adoption by the Business. However, no solution should go unchecked. As part of a Continual Service Improvement practice, having a plan in place to continually monitor these elements is essential for continued value over time.
Pinnacle's peak performance plan is an annual subscription that provides you with 4 weeks of on-site consulting of one week per quarter. You may also group the weeks together for a specific project. Whichever path you take, this solution is customizable and can include a combination of the following elements:
As a trusted advisor in the Service Management industry we understand that no solution should go unchecked. Because of this, we want your adopted solutions to succeed and grow with the changes of your business. As a result, we have developed sustainable support solutions that will assist you in continually monitoring the health of your tools and processes.
The following are solutions that we offer:
