G2SF Service Catalog: IT Service Management (ITSM)

G2SF provides end to end enterprise-wide ITSM solutions that align technology with the organization’s mission to improve service, reduce costs and transform to service centric operating model. Sample services include enterprise system implementation, integration and ongoing management of ITSM platforms such as Remedy, ServiceNow, and HP Service Center; Baseline ITSM Maturity Assessment; IT and Business Process Definition, Design, Implementation and Reengineering; IT Service (Help) Desk Management, Consolidation and Support; ISO/IEC 20k Certification Support; Outsourcing Requirements Definition; Organizational Change Management.

Service Offering

Service Offering Summary

Sample Key Deliverables

IT Service Management (ITSM)
ITSM Datacenter ConsolidationDefinition, design, and implementation of an ITIL/ISO 20000 based service management framework to standardize the delivery and support of core data center services (network connectivity, storage, application hosting, servers, security, backup, DR)Implementation and management plan
ITSM Service (Help) Desk ConsolidationDefinition, design, implementation and management of an enterprise solution to consolidate or centralize multiple service (help) desks in accordance with  ITIL/ISO 20000 processes and standardsImplementation and management  plan
ITSM Enterprise Baseline AssessmentEnterprise –wide ITSM baseline assessment of an IT organization’s existing people, processes, technologies and organizational infrastructure as compared to ITIL/ISO 20000 standards and best practices - Survey Results
- Gap Analysis
- Observations
- Recommendations
- Preliminary Plan/Road Map
ITSM Enterprise Strategic Planning and SolutionsIdentification and development of service management vision, strategies, initiatives, projects, resources, skills, constraints, risks, schedules, and costs required to achieve the visionITSM Master Implementation Plan
ITSM Enterprise Project Management Office (PMO)/GovernanceDefinition, development and implementation of IT Service Management to include PMO charter, roles/responsibilities definitions, organizational scope/structure, resource and funding  requirements, master planning, authorities, performance metrics Fully functional Enterprise ITSM PMO
ITSM Process Operations and ManagementDay to day operational/management support of core ITIL processes and functionsProcess Managers such as Help Desk,  Configuration,
Incident, Problem, etc.
ITSM Metrics & MeasurementIdentification, definition, implementation, tracking and reporting of meaningful performance metrics and measuresKey ITSM measures, metrics, and reports/dashboard
ITSM Continuous ImprovementIdentification and implementation of specific action items necessary to increase service /process management maturity and improve overall service qualityService Improvement Plan (SIP)
ITSM Advisory ServicesGeneral ITSM programmatic oversight and guidance of managed services contracts/initiatives -Observations
-Corrective actions
Process and Infrastructure Management Application
Requirements definition, design, workflow, documentation,  implementation and integration of core ITIL processes within  enterprise applications such as Remedy, Tivoli, Service Center, Unicenter and other mid tier platforms (e.g. Heat, Front Range, Service Now, etc)Software modules that are properly configured within the tool suite that complement existing processes