The ITSM Hub improvement journey
01
Baseline assessment
Objective measure of performance
Comparison of policy and actual practice
Recommendations for improvement
02
Roadmap for improvement
A workshop to bring together desired improvements, internal and external business context and develop a tailored high-level roadmap to increase maturity
03
Process & Practice Design
Designing improved policies and processes
Ensuring the building blocks exist for future extension
04
Implementation assistance
Service improvement through our ITSM experts, full or part outsourcing available
Support managed service provider and/or ITSM tool procurement processes
Access to templates, governance models and documents
Troubleshoot existing processes to identify points of failure
05
Capability Uplift
Certification training for key staff
Customised workshops and eLearning programmes.
Ongoing mentoring and coaching
Baseline assessment
ITSM Hub is an AXELOS consulting partner. We provide process maturity assessments, which is an independent, objective assessment and a proven approach to establishing a baseline process maturity level.
Having a baseline of your current state is essential to any improvement programme. Our assessment service shows you just how effective the practices in your organisation are.
The assessment covers the people and organisation, processes and practices, technology and tools and supplier aspects where relevant to the proper functioning of the practices.
Once you establish your baseline (“know where you are”) the right decisions and action can be taken to get the outcome you need to ultimately be more effective, improve service and value to the business and customers, as well as save time and money, all while utilising your resources more efficiently.
Roadmap for improvement
When an organisation decides to adopt an IT Service Management (ITSM) strategy, it needs to start with a vision and purpose and then commence with a roadmap and plan.
Adopting a new ITSM approach is a considerable undertaking and requires a proven implementation methodology to underpin it. Our consultants will help guide your organisation and provide a smooth transition toward a new way of working by documenting:
Why are we doing this? – the vision (purpose)
Where do we want to be? – specific objectives and outcomes relevant to the vision
What should our overall approach be to achieve the desired outcome?
Clients will get the most value from our roadmap service offering when it is done in conjunction with our process maturity assessment which provides the baseline from which to start the improvement journey.
Process and Practice Design
ITSM Hub provides suitably qualified expert(s), to establish broad-based uplift momentum and take on the primary effort of defining and documenting processes and practices to the standard and level required of the organisation. Our consultants can assist your organisation from current state to desired state.
A common risk is that organisations attempting to work on agreed service improvement actions are required to attend first to operational imperatives and newly emerging business priorities. As a result, your improvement initiatives are crowded out and lose momentum and little substantive progress achieved.
The benefit of our approach is that one or more streams of work can be established and actioned without strong dependency on existing IT staff time and effort. In addition, our methodology follows the Agile sprint approach, so you get benefits as each practice is addressed.
A further benefit of this engagement model is that it provides you with some flexibility in tasking of our expert. Should internal or external factors cause a change in service improvement priorities, the consultant can readily work with you to quickly adjust focus.
Implementation assistance
How often have you had a consultant come in, design shiny new policies and processes, you release them with great fanfare and nothing happens? Your team(s) resist the proposed change and its easy for momentum to be lost. The implementation phase is vital and organisations often struggle if they leave it to existing teams and resources.
With ITSM Hub you can inject expertise into this change process. We can provide the ITSM expertise to help your team adapt to the new processes, observe and even manage your first major incidents or provide professional organisational change management resources to plan out and execute major changes.
If your uplift involves a move to managed services, then our experts can assist with preparing tender documents to ensure that you will get the service you need. We can also assist with the selection process to provide an informed purchaser capability.
For more mature customers we offer a troubleshooting service to test why a process or practice isn’t working as it should. This will identify the root-cause of your pain and offer both tactical and strategic solutions to address it.
Capability Uplift
ITIL® is the most widely recognised framework for IT and digitally enabled services in the world. It provides comprehensive, practical and proven guidance for establishing an effective service management system.
ITIL 4 puts an emphasis on business value, which is achieved through the integration of various frameworks – such as Lean IT, Agile and DevOps that provide a holistic end-to-end picture. A huge ITIL 4 differentiator is the Service Value System that demonstrates how opportunity/demand is turned into value.
ITIL training and exams are imperative for organisations looking to implement the framework to their IT systems. Available at a reasonable cost, the course and foundation exam will equip students with the various aspects of ITIL and how to implement it into their organisation’s ITSM practices. This includes understanding the seven guiding principles of ITIL 4 and how to implement them to provide best value on outcomes.
ITSM Hub instructors are experts in the field and can efficiently train students and organisations on grasping the framework and how to use it to achieve best results. We have years of experience in training staff from various fields and can assist your organisation with comprehending the framework and how to use it to your team’s advantage.
How do I design my Journey?
At ITSM Hub we recognise that each organisation starts from where they are. As a consequence, your journey will depend on your starting point. We can advise you on options to address your current situation but our decision matrix below provides examples of which stage of the journey will help you deal with common issues.
| We need... | Baseline assessment | Service improvement roadmap | Design | Implementation | Capability uplift |
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| Clarity on current capabilities |
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| A baseline to plan future improvements |
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| To understand our Service Management strengths and weaknesses |
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| Help in prioritising improvements |
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| Better management information to support decision making |
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| To move our focus from technology to services |
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| Help with improving our processes |
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| Help with establishing missing processes |
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| Workshops to improve our use of defined practices |
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| Training in best practices |
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| Support for people with new roles and responsibilities |
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| To manage the resulting organisational change |
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| Assistance with our ITSM tool tender and selection process |
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It is time to start your journey
Organise a consultation to get started on the journey to better IT Services.