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With IT expected to meet increasingly mission-critical demands, it is no longer effective to simply react, responding to issues as they arise. The IT operation needs to move from what is often a "firefighting" role to one that is more focussed on planning and fault prevention. As part of IT/Business alignment, your IT operation must operate more like a business unit and be able to demonstrate that it can deliver service at the level required for your business to compete effectively.
ProActive's planned and co-ordinated approach to ITSM is called ProActive BasePlan - a process of strategy, measurement, development, implementation and review that enables organisations to deliver high quality, accountable IT services that take your business objectives into account.
BasePlan is a highly flexible approach to the implementation of the IT service management best practice framework of the IT Infrastructure Library. Building on the proven framework of ITIL, ProActive BasePlan has been developed to increase the effectiveness of IT services.
BasePlan is composed of eight Bases that correspond to the overall approach described in “Planning to Implement Service Management”, published by the OGC. The following diagram shows the relationship of the specific bases to the OGC model.
BasePlan addresses issues which are critical to the success of your CSIP, including:
- What is the vision for the delivery of IT services, and what strategies are in place to achieve it? (BaseCamp)
- How receptive to change are your staff? (BaseCamp)
- How mature are your processes? (BaseOne)
- Does the current organisation structure help or hinder the delivery of service? (BaseOne)
- Do you know what your key business managers think of the service they receive so that you can better align the delivery of IT services with the needs of the business? (BaseOne)
- What is the perception of the delivery of IT services to the employees? (BaseOne)
- What is the ITSM issue affecting staff the most? (BaseOne)
- Do your staff have the right skills? What skills do you need? (BaseFour)
- Do you have a plan in place that controls all aspects of your CSIP? (BaseTwo)
- How much knowledge is in the heads of your staff and not recorded – signifying risk (all Bases)
BasePlan can help you address each of these issues at the outset, thus reducing risk of failure and ensuring buy-in from all levels.
ProActive provides coaching and mentoring to assist in ITIL implementations. ProActive’s consultants can assist you:
- As a QA service
- To help resolve implementation roadblocks
- To boost project resources
ProActive’s consultants have wide experience in the implementation of ITSM CSIPs and will provide suitable advice and guidance based on your requirement.
Each organisation is different, and as such, every ITIL implementation is different! Small or large, talk to us about your ITIL implementation requirements and we can structure a consulting programme that meets your unique needs.
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