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The Evergreen, Background, Methodology and IT Service Management Model

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Presentation on theme: "The Evergreen, Background, Methodology and IT Service Management Model"— Presentation transcript:

1 The Evergreen, Background, Methodology and IT Service Management Model
Business-Focused Standards-Based Collaborative

2 Evergreen Background

3 Company Profile Company History: Founded in 1997
Sole client focus – assist complex organizations significantly and permanently improve the way their IT organizations run Key Industry Practices: Fortune 1000 clients, emphasis on industry verticals: Financial Services, Healthcare, IT, Telecom, Manufacturing/Consumer Goods, Public Sector, Retail and Energy Key Functional Practices: IT Governance IT Service Management IT Infrastructure Library (ITIL) Strategy, Process & Technology Enablement Change and Configuration Management IT Asset Management

4 Practice Areas Key Focus Areas Today- ITIL Strategy and Execution
ITIL and CobiT Mapping Change and Configuration Management Release Management Service Management / Service Cataloging From IT Asset to Configuration Management Database (CMDB) Evergreen’s Approach Helps clients improve these disciplines by: Identifying Business Needs Creating consistent policy Streamlining associated processes Automating process and compliance through technology Auditing the Outcomes

5 Representative Clients

6 Evergreen’s Focus on Business Alignment
Our Point of View Driving value from IT – where does it come from? Reducing reactive/unscheduled work Better “Demand Management” Eliminating redundancies Reducing complexity Targeting overspending and resource over-allocation Improving inefficient processes Looking at IT overhead Accept the commoditization of IT services ITIL can help but….. it should not be your end goal Process improvements rarely succeed without a look at technology and organization

7 Why Evergreen? Experience with the implementation of ITIL processes and technologies Ability to execute in all areas of an ITIL-based solution: Assessment Training Implementation Technology Program Management Organizational Change Expertise with ServiceCenter and related HP technologies ITIL-focused expertise Extensive CMDB and Configuration Management experience Proven Methodologies and extensive library of value add materials Large, Complex, Multi-National Experience Every Client is a Reference

8 Evergreen’s Methodology

9 Q2V Consulting Approach
Q2V – Quick time 2 Value – is a consulting approach that focuses on achieving business results as quickly as possible. The tenants of this approach include: Prove value early and often Get aligned with business priorities Be realistic about what can (and can’t) get done Establish firm “value” objectives before you begin… and measure progress every step of the way Look for value in: ROI (hard and soft dollar) Strategic Alignment Risk Mitigation Improved Customer Service Improved agility and flexibility

10 The Q2V Evergreen Methodology
On-site joint Identify areas to focus on during assessment Assess current state against best practices and standards Work with client team to develop joint plan and scope of work Establish objectives and scorecard Define project governance Jointly analysis, evaluate current state and document “as is” Conduct joint workshops to develop designs for “to be” Build out solution including; People Process Data Technology Knowledge Transfer, Train, Test and Implement Evaluate objectives and project score card against results Establish baseline for all business and process measurements Continuously monitor results and implement improvements

11 GreenPrints© Knowledge Framework
GreenPrints © is Evergreen’s Intellectual Property Database that includes: Maturity Modeling Tools and Methodology Workshop methods and questionnaires Interview templates data gathering techniques Maturity measurement and mapping tools Pre-defined process workflows, design documents, and templates across all 10 core ITIL process areas Project Management Methodologies (based on PMI) Organizational design and organizational change tools and templates Knowledge, experience, and expertise from 10+ years and hundreds of infrastructure management projects

12 The Evergreen IT Service Management Model
Lines of Business Lines of Business Service Alignment and Design Service Governance and Control End Users End User Managers Service Delivery Service Support IT Organization and Suppliers

13 The Evergreen IT Service Management Model
BITA Relationship Management IT Strategy IT Architecture Business Process Management Application Management Lines of Business Service Level Management Availability Management Capacity Management IT Business Continuity Management Lines of Business Service Alignment and Design Request Management Project Management Compliance Management Change Management Release Management Security Management Financial Management Service Governance and Control End Users End User Managers Service Delivery Service Desk Incident Management Problem Management Infrastructure Management Asset Management Configuration Management Service Support IT Organization and Suppliers

14 ITIL Assessment Process
Typical Summary of Assessment Project Approach: Week 1 Week 2 Week 2 and 3 Week 4 ITIL Training Consensus Building Discovery and Workshops Delivery findings and presentation Findings and Roadmap Development Workshops CMDB “chalk talks” As-is assessments Set business objectives Assess ability to change Review Documentation, reports and metrics Scoping and action plans for subsequent phases Quantify maturity levels Key Findings of Config processes Recommendations Business value definition Quick win opportunity ROI and/or other quantification Six month action plan…what is most urgent given business priorities? Define future states Develop Pilot Project Establish key performance metrics (KPIs) – How do we know we’re successful? Roadmap for achieving future states including technology integration CMDB Maturity Pilot Plan End State Vision ITIL Executive Overview ITIL Full Day Overview ITIL Certification Training Technology Matrix:

15 Typical model for Phase 1 or Pilot Project

16 Client Case Studies

17 Backup Slides

18 Application Management Defines
Lines of Business Lines of Business Service Alignment and Design Application Management Service Governance and Control End Users End User Managers Service Delivery Service Support IT Organization and Suppliers

19 Infrastructure Management Enables
Lines of Business Lines of Business Service Alignment and Design Infrastructure Management Service Governance and Control End Users End User Managers Service Delivery Service Support IT Organization and Suppliers


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