Inefficient Service Centers can waste IT budget dollars, impact employee productivity and job satisfaction while diminishing an organization’s overall view of the Service Desk.  Incorporating the guidelines of ITIL to streamline services and automate processes can dramatically reduce operating costs as well as improve relations between Service Centers and the organization’s employees.

Ticomix is pleased to offer a full line of ITIL services to organizations looking to establish an ITIL framework within their organization. These services provide sufficient materials and guidelines to deliver quality IT services for experienced or growing IT departments.  The ITIL services provided by Ticomix will be encompassed in the following Service Offering Categories:

• Awareness
• Assessment
• Design
• Deploy
• Educate
• Audit

These service offering categories are not necessarily linear in nature but do represent a fairly logical progression in deploying an ITIL framework.  Organizations are likely to gain the most beneath in the longer term from implementing all of the functions rather then some discrete functions.

ITIL Defined
The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom’s Office Of Government Commerce (OGC).  The guidance, documented in a set of books, describe an integrated, process based, best practice framework for managing IT services.  To date, these books are the only comprehensive, non-proprietary, publicly available guidance for IT Service Management.

Awareness
The Ticomix Executive ITIL Overview is a half day session that provides Corporate and IT Executives and Managers with an introduction to ITIL & IT Service Management.  Establishing the three key objectives for IT Service Management:

• Align IT services with current and future needs of the business and its customers
• Improve the quality of the IT services delivered
• Reduce the long-term cost of service delivery

Assessment
The Ticomix IT Service Management Capability Assessment provides a fast, cost-effective external review of process maturity against ITIL, delivering a comprehensive management report which is standards based, objective and independent.  The assessment will review processes against best practice guidance and provide a set of recommendations that will be used to develop an IT Management Architecture Plan.  We will help you identify strengths, weaknesses, and opportunities for quick wins.  The assessment also measures effectiveness and efficiency against maturity and shows how to manage business risks.  The IT Service Management Assessment will review:

• IT Service Support (Service Desk, Incident Management, Problem Management, Change Management, Release Management, and Configuration Management)
• IT Service Delivery (IT Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, & Financial Management)

Design
Using the output of the ITSM Capability Assessment, Ticomix will provide an IT Management Architecture Plan (MAP).  The IT-MAP defines the scope and approach of the implementation of a process or a group of related processes within the guidelines recommended by ITIL.

Deploy
Taking your ITIL verified application, Ticomix Tool Implementation Services will leverage the insights gained throughout the previous engagements to deploy the ITSM tool in the most efficient manner.  Laying a foundation that coincides directly with the organizations ITIL Process initiatives.  ITSM Processes Implementation Services: Ticomix Processes Implementation Services leverage the work of the IT-MAP to institute the key ITIL Processes within the IT organization.  Ticomix approach is to provide oversight as processes are developed by enterprise process owners (stakeholders).  All aspects of implementation from organizational guidance to tool processes configuration are covered within these implementation services.

Educate

ITIL Foundations Course: Teaches the fundamentals of ITIL

ITIL Practitioner Course: Covers the implementation, management and day-to-day operations in each of the ITIL core processes

ITIL Service Manager Course: Teaches responsibilities and processes for delivering IT services to the business community.  Class leads to the internationally recognized Manager’s Certificate in IT Service Management

Audit
Continuous Service Improvement Program (CSIP): Ticomix will work with your organization’s executive and management staff to help define and implement a Continuous Service Improvement Program (CSIP).  The program is designed to provide on-going guidance to the process stakeholders along with periodically checking the health of the ITIL processes on the progress and achievement of the established objectives.  The review gives an in-depth analysis of a process against best practice guidance and a detailed set of findings and recommendations for service improvement.  This audit service not only recalibrates against the ITIL model, it also measures the improvements.