IT Service Management
(ITIL/ITSM) Services
Creating Business Value by
Developing IT Improvement Strategies and
Successful IT Service Management
MiTECH develops IT improvement strategies based upon field proven
methodologies see where IT Service Management (ITSM) best practices will
provide the most benefit.  There are varying degrees of process and organizational
maturity which should be considered so that existing processes that are strong are
leveraged.  The following paragraphs and images discuss 3 deliverables from our
assessment efforts.

Cultural Acceptance:  The first step is understanding IT’s ability to accept best
practice transformation.  This sets the stage for what must be done in respect to
training, organizational change management, consulting, process development,
etc.  Why undertake transformation if your IT team will strongly resist change?  The
following chart shows an IT organization that is ready to accept change and wants
to move toward a customer focus.

For more ITIL information, contact us at 805-987-1146 or

IT Benefits:  The second step is understanding where IT can benefit the most from
process improvement.  Leverage your strengths to minimize change and costs.  In
the following charts, we see some conflict in goals, but that Service Level
Management, supported by Availability and Configuration Management changes
will drive the most IT benefits to help create short term finance wins and stronger
customer satisfaction.  ITSM can reduce apparent conflicts in goals with intelligent
consideration of multiple goals and capabilities.

ITSM Process Maturity:  IT Service Management maturity can be measured
against ITIL standards as a whole and then specifically within 10 processes,
Security and one function Service Desk.  This allows your IT organization to
evaluate its current capabilities against world class organizations.  The multi-
dimensional ITSM process comparison chart to left shows that Availability and
Service Continuity are doing well.  However, Problem Management suffers from a
lack of Configuration Information and Release Management needs standardization
through better Change Management.  The Maturity Rating Example on the right
shows the Maturity Model Levels and Definitions used by MiTECH when evaluating
ITSM processes.

MiTECH implements IT Service Management best practices.  We take special care
to make sure that IT has the plan in place to realize the improvement program
vision, the metrics in place to measure success in business terms and organization
roles and responsibilities defined to maintain momentum.

Consider Key Implementation Program Elements:  People, Process, Technology
and Governance play equally important roles when ITSM programs are
implemented.  MiTECH project plans consider all four tracks through our
implementation.  We take care to balance our approach so that each track supports
the other to gain maximum benefit and to minimize costs, time and implementation

The results of our process, organizational maturity, labor utilization, IT benefits,
business alignment, and tool rationalization surveys play a key role in determining
the proper implementation plan.  

Due diligence is taken so that the proper level of detail is gathered to reduce risk.  
Our mission to add knowledge to our client’s experience and business user
understanding so that the transformation is successful.

Develop IT Service Management Reporting:  Starting with operational metrics from
IT systems, we help IT create KPIs and tolerances to improve decision making.  
From this together we create Critical Success Factors to drive IT Service
Management Dashboard creation.   To successfully improve operational
excellence, you have to intelligently measure process results.

Why have an ITSM Dashboard?   So that everyone understand how well IT performs
in end to end service delivery.

For more ITIL information, contact us at 805-987-1146 or

Define Organizational Roles and Responsibilities:  The organization runs the
processes and procedures.  Many companies focus on the process as the lead of
ITIL improvement  However, it is the vehicle used by the organization.  That is why
we make sure that our client’s IT organizations clearly understand their new roles
and responsibilities as they transform to an ITSM service delivery team.  This way,
when we facilitate process re-engineering, it is fully supported and successful.