Consulting

Qualiti7 Consulting

For big projects or big changes Qualiti7 is here to help. We are here so that you can take on your ambitions without a worry. Our consulting services are aimed to help you with any of your IT consulting needs. With a variety of proven consulting approaches we allow you to accomplish more by better managing your IT resources.

IT Transformation

Our approach is based on the CPDE™ approach, which has been recognized as being complementary to ITIL by APMG. Qualiti7 has adapted this approach to the realities frequently encountered in our mandates. These adaptations are mainly:

Adopt a two-stage approach:

The first stage is to identify the motivations behind the need for process transformation or engineering.
The second stage is to define or choose a process engineering approach suited to the client’s situation, based on three factors:

Sometimes, the client would like to select a suite of ITSM tools in parallel with its process engineering project.
Or the client has already selected a suite but has not yet implemented it and wants to re-engineer its processes before integrating the tools.
Or finally the client has already implemented a suite (in whole or in part) but wants to complete the implementation or improve its processes and its use of the tools.

ITSM Program Design and Management

A company’s ITSM program must be based on continuous service improvement.

An ITSM program is made up of:

Short- and mid-term initiatives
Implementation projects for more formal IT service management processes
A management framework for service improvement

The design and planning of an ITSM program can be based on different objectives and factors.

Diagnose process maturity to reveal the major weaknesses to be addressed to support the business organization
Provide a framework for a major outsourcing set-up
Seek ISO/IEC 20000 certification
Meet a specific client need (establish a catalogue of services, set up a more effective service centre, etc.)
Address internal IT operating inefficiencies

The program and the projects and initiatives that comprise it are managed through regular meetings that deal with the following tasks:

Monitor progress of initiatives and projects
Identify and manage risks and key success factors
Approve initiatives and prioritize actions
Verify achievement of objectives and target benefits

The program can be managed in project management mode, using POMBO practices.

The ITSM program must cover the following angles:

Process, procedures and work instructions
Technology
Roles & responsibilities and resource organization
Service indicators and governance

ITSM Software and Process Design and Development

Process efficiency and effectiveness rely largely on the use of tools appropriate for the organization, the business issues and the technological context. Selecting the right tool to support the service management process is a critical step in IT service improvement programs.

Selecting an IT service management tool

Using evaluation grids developed over many years of experience, Qualiti7 helps organizations define their needs in order to inform procurement mechanisms and select the tool that will deliver maximum value.

Our approach allows our clients to undertake a sufficiently detailed analysis to confidently acquire the ideal IT service management tool. Our approach includes:

Identification of the processes to support in the mid- and long-terms
Identification of the technological context and interaction with related tools
Identification and weighting of functional specifications associated with processes to be prioritized in process-tool harmonization
Evaluation and weighting of supplier based on commercial reliability
Evaluation and weighting of support offer based on geographical and linguistic context of the IT department
Assistance developing the call for proposals
Evaluation of proposals and selection assistance

Since Qualiti7 is a consulting organization that is neutral toward service management tool manufacturers, we can fairly and honestly assess the value-added of each tool put forward in the calls for proposals.

Implementation of an IT service management tool

Through their involvement in the implementation of numerous service management tools in many different contexts, the Qualiti7 consultants have developed an approach that approaches the implementation of the tool in light of the processes it supports.

The steps leading to the implementation of an ITSM tool ensure alignment with:

Functional specifications of the process
Organizational characteristics (support teams, clients)
IT service governance characteristics (inventory control, SLA, service catalogue, data security)

The involvement of key persons – including process owners, operational pilots and system administrators – at every step ensures successful implementation.

ITSM Process Evaluation

Using advanced context analysis templates, the Qualiti7 consultants undertake an in-depth analysis of the state of each process, its use by the personnel, its integration with technology and the way the management team controls and monitors the process and the services. A diagnosis of IT service management processes identifies the maturity level of each process, based on the Nolan maturity scale also used in CMMi and CobiT. A report is generated showing the strengths, weaknesses, opportunities and threats the organization is facing, and a strategy and action plan are developed to provide a framework for service improvement.

Strengths	Weaknesses
Strengths 1 Strengths 2 Strengths 3 Strengths 4 Strengths 5	Weaknesses 1 Weaknesses 2 Weaknesses 3 Weaknesses 4 Weaknesses 5
Threats	Opportunities
Threats 1 Threats 2 Threats 3	Opportunities 1 Opportunities 2 Opportunities 3

The work process	CT	MT	LT
Process 1
A-1 Name the process owner and manager	✔
FA-2 Establish and publish the process policies		✔
A-3 Formally record all requests in the management tool			✔
Process 2
B-1 Define a starting perimeter	✔	✔
B-2 Define a central information storage point		✔
B-3 Improve information quality (especially for item ABC)	✔		✔

Term	Period
CT	next 6 months
MT	next 12-18 months
LT	36 months