Best Practice Service Offerings
Global Technology Solutions Best Practice Division have collated a wealth of skills and experience to enable us to support you and your business.
Our approach is deliver independent, external consultancy to support organisations whilst looking to minimise cost and dependency on external support.
Global Technology Solutions appreciate that organisations cannot sustain ongoing costs and dependency on external consultancy and so adopt the approach to support and empower IT departments in delivering projects to the business.
This approach keeps external costs down whilst ensuring knowledge transfer to internal staff, this empowerment enables IT departments to continue to support and deliver service improvement without the dependency on external consultants.
Recognising all projects delivered within an organisation are implemented to enhance or improve the services delivered to the business, GTS has created the Roadmap for service improvement which is a simplified approach to support organisations in identifying their current position and assist in identifying additional tasks to be completed.
The Roadmap for service Improvement is a tried and tested approach to delivering Service Improvement Projects (including new implementations of Best Practices into an organisation) and has been used by clients in all service areas across the globe.
This is the kick off stage to the project and assists both GTS and the client in understanding high level requirements and identifying key staff for interviews and workshops as well as planning venues etc.
This stage also allows involved teams to meet and agree best way forward.
ITIL / ISO 20000 Awareness sessions
In order for any project to be delivered with a successful outcome awareness needs to be raised for all effected parties.
GTS awareness sessions have been developed and are delivered tailored to specific requirements of the audience, this includes Board members down to IT support staff and business end users.
Awareness sessions are usually the first stage in the awareness campaign that continue throughout the lifecycle of the project.
Answers the questions “How do we maintain momentum?”
Identifying that communication and awareness is critical in the success of service improvement projects GTS Best Practice have a number of effective approaches in assisting organisations to identify requirements and deliver communication.
Answers the question “where do we want to be?”
This stage of the Roadmap assist organisations in defining what the business wish to achieve from the project, establish roles and responsibilities, assist in the identification of any risks to the project in hand and also assist Management in defining goal and objective agreement for the project deliverables.
This stage of the Roadmap is critical to the project as one of the final stages is to cross reference final project outcome with findings from this stage.
The output from this stage also assists in defining the project plan and setting expectation.
Answers the question “where are we now?”
Before any service improvement project should be implemented a baseline for the current environment / Services should be completed to enable the business to view the current situation and then identify benefits and improvements delivered by the service improvement project.
GTS Best Practice consultants are experienced at delivering Gap Analysis based on GTS own Gap Analysis review, CMMI or ISO 20000 alignment.
The baseline is usually conducted through interviews with key staff, process workshops, tool demonstrations and document review.
The Gap Analysis also enables GTS Consultants in identifying the best approach for adopting Best Practice within the Organisation’s environment as this is a critical success factor and changes with every Client site.
Service Improvement Plan Definition
Answers the question “How do we get there?”
This stage of the Roadmap is usually completed off site by GTS Consultants, the Gap Analysis and Baseline report is reviewed against the findings during the Strategy Definition stage, from this our consultants can define and propose a structure service improvement plan of recommendations for delivery.
This plan is reviewed by both parties and agreed with timescales and resource requirements to ensure expectation is managed, risks mitigated and delivery is successful.
Service Improvement Plan Delivery
This is the actual delivery of tasks identified and defined in the previous stage, GTS Best Practice offer a number of workshops and support for organisations in order to deliver service improvement whilst maintaining reduced costs and dependency on external consultancy.
Process Definition Workshops
These workshops are delivered onsite to support the staff whom fall within the process specific area.
These workshops are in-depth process workshops that empower staff with knowledge to deliver service improvement tasks identified during the SIP Definition stage and assist in the institutionalisation of Best Practice Processes in the environment.
Process Alignment Workshops
Process alignment workshops are usually delivered to staff within organisations where some form of Best Practice has already been adopted and current processes don’t align fully.
The current process in place within the organisation is reviewed and miss-alignment areas are identified, staff are then empowered to identify re-alignment tasks and deliver as part of the Service Improvement plan.
Best Practice Consulting
GTS Best Practice understands that every client is different and every project requires varied skills and experience.
Support and consultancy is offered as part of the services to enable clients to deliver successful projects to the business irrespective of the projects nature, this support is based on the wealth of experience and knowledge of our Best Practice Consultants.
Follow on Stages
GTS Best Practice Division offers a number of follow on stages to support organisations whom are looking to achieve ISO 20000 status (minimal 3 months of evidential data), these audit support stages provide organisations with the preparation and planning pre-audit, support during the audit and post audit to review findings report.
Area’s of non compliance can be reviewed, tasks for alignment identified and added to the Continuous Service Improvement Plan.
GTS Best Practice also offer ongoing assessment that support organisations for any projects delivered, these assessments are independent external reviews to identify any miss-alignment / future requirements that may arise.
ITIL / Best Practice Training
As well as offering recruitment and resource management Global technology Solutions offer a number of Training courses either on client site or at a number of selected venues.
The courses we have on offer at present:
- ITIL v2 Foundation
- ITIL v3 Foundation
- ITIL v2-v3 Foundation Bridging course
A number of additional courses will be following in the next few months.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.