At AlfaPeople we are committed to getting our customers on track with their digital transformation journey by use of quality solutions, powered by a team of industry-leading specialists.

The launch of these three new IT Service Management (ITSM) focused services are a leading example of our dedication to providing results and value-based solutions to customers. These low-cost, easy to implement services give businesses and organisations the tools to build successful IT departments. Led by Senior ITSM Consultant, Craig Mitchell, the new services are as follows:

1. ITIL Process Re-Engineering

Whether you’re looking to implement a new ITSM toolset or embarking on a wider IT transformation journey, staying up to date with shifts in technology is paramount to the success of IT in your organisation.

One major reason why ITSM fails in businesses is simply because not enough thought and care is given to process design prior to implementation. This is particularly common when organisations don’t adapt their processes and related tool configuration as business requirements change.

With experience across various business requirements, our consultants have found that it is significantly more cost-effective for organisations to spend the time getting processes right than changing the ITSM tool every three to five years. However, often this means taking team members away from their projects. That’s where we can help.

Our consultants will guide you through process development, advising on alignment to ITIL best practice, whilst always being mindful of the challenges and constraints faced by your IT team.

Our ITIL Process Re-engineering service includes the following:

  • Development of Visio process maps
  • Production of policy documents
  • Production of detailed procedural documentation
  • Identification of Critical Success Factors and Key Performance Indicators for each process
  • Roles and Responsibilities documentation
  • RACI matrices
  • Advice and guidance on establishing appropriate governance structures.

Available both as a one-off service or as part of an ITIL start-up package, ITIL Process Re-engineering is a great way to set your organisation on the right track with an ITSM strategy going forward. Find out more here.

2. ITIL Maturity Assessment

ITIL maturity ensures that organisations can obtain measurable benefit from their ITSM tool. Based on the Capability Maturity Model Integration methodology, the ITIL maturity assessment provides organisations with a baseline of process maturity, in turn, informing the organisation of missing attributes in their existing IT process framework.

In essence, the ITIL Maturity Assessment provides a benchmark to measure improvement against. This allows us to guide organisations in determining a roadmap to reach their desired level of maturity.

The ITIL Maturity Assessment measures ITIL-aligned processes against key criteria, on a scale from one to five.

The assessment is carried out for each ITIL process in scope and the Service Desk function. Each process has a structured set of questions that are scored to determine the maturity level for that process. Learn more about AlfaPeople’s ITIL Maturity Assessment here.

3. ITIL Awareness Training

Many IT organisations that are investing in an IT service transformation or a new ITSM tool, are understandably eager to put their key IT service and support staff through ITIL accredited training courses. However, the cost of doing so can be prohibitive, particularly where many staff requires the training. In addition, achieving ITIL foundation training generally means staff having to attend the courses off-site.

Having multiple staff away from their normal working environment at once, can have a devastating impact on service levels – and is quickly ruled out as an option. The result is that small numbers of people are trained at a time, thereby dragging out the length of time required to get all staff members up to the same level.

One option to help avoid this is AlfaPeople’s ITIL Awareness Training.

Delivered by our expert accredited consultants, ITIL Awareness Training will provide your IT service and support teams with a common understanding of the ITIL processes that are relevant to your organisation.

Training is delivered on-site and can be presented in half-day or full-day sessions, depending on the required content. As many as one hundred members of staff can be trained in as little as two weeks.

Our training ensures all your teams share the same language of ITIL and have a basic understanding of how processes integrate. All training is supported by real-world examples and the experiences of AlfaPeople consultants, to ensure appropriate context is given.

If time is of the essence in achieving your goals for an effective IT service transformation, AlfaPeople ITIL Awareness Training can make the difference. Learn more here.

Craig Mitchell-Senior ITSM Consultant
Craig Mitchell
Senior ITSM Consultant at AlfaPeople | + posts

Craig has over 25 years’ experience in the IT industry. With experience working across a range of industries, at AlfaPeople Craig leads ITIL training and workshops, designed according to an organisation’s needs. For more on ITIL from Craig, be sure to attend one of AlfaPeople’s upcoming workshops or download his latest webinar here.