IT Service Management (ITSM)

Track Record

• Delivered ITSM consulting solutions to over 150 organisations in the past 8 years

• Diverse set of clients including:– Virgin Atlantic– Bank of England– AMEC– Shell– Barclays Capital– Coca Cola– Various UK & World leading Law Firms inc. Herbert Smith, Simmons & Simmons– Various NHS Trusts inc. Barts, Guys & St Thomas’

• Recognised as an ‘industry expert’:– Regular contributor of ‘opinion articles’ in Industry Press – Spoken at itSMF Seminar and Legal IT Conference in Andalucía etc

ITSM Tools, Methods and Techniques

• ITIL V2 & V3

• ISO20000

• COBIT

• PRINCE 2

• OBASHI

• CMMI

• SIX SIGMA

Why aap3 ?

• Strap line = ‘Service Clarity, Vision & Value’

• We understand business and the importance of IT in relation to its people, process and the quality of service its expected to deliver

• Our ethos is to provide our clients with clarity, vision and tangible service value

• Our Consultants and Associates are all Senior Service Management professionals with extensive experience of achieving success at some of the UK and World’s leading organisations including Vodafone, Shell, Virgin Atlantic, Coca Cola, AMEC, Lloyds TSB, Barclays Capital and ING Direct

• We pride ourselves on the ability to balance flexibility and pragmatism with the use of best practice frameworks and standards such as ITIL, COBIT, CMMI, Lean Six Sigma, OBASHI, PRINCE2 and ISO20000

• The use of these frameworks and standards, along with aap3’s tools, methods and techniques provides our clients with accelerated and tangible results.

ITSM Consulting

• aap3 provide end-to-end ITSM consulting services, from assessment to strategic planning to deployment and beyond, our experienced ITIL Experts work in collaboration with our clients every step of the way

• ASSESS & EVALUATE • Service Capability Assessment• Industry Benchmark• Process Maturity Assessment• ITSM Toolset Evaluation• Service Organisation Review

• DESIGN • Process Design• Service Organisation Design • Business Alignment Strategy Design• ITSM Toolset Design• Communications Strategy Design

• DEPLOY• Service Organisation Deployment • Process Deployment• ITSM Toolset Deployment• Communications Strategy Deployment• Service Improvement Deployment

• IMPROVE• Service Improvement Planning• Service Improvement Execution

ITSM Interim Resourcing

• Strap line = ‘Service Management Professionals on demand’

• We have a pool of internal and associate expert resources with extensive knowledge and experience of ITIL, CobIT, ISO2000 and Project Management

• The service is designed to provide our clients a flexible and accelerated resourcing solution during surges in demand and/or during periods of planned or unplanned extended staff absence

• Typical roles include:• Head of Service Management• Service Delivery Manager• Service Architect• ITIL Process Consultant• ITSM Toolset Architect/Consultant• Project Managers• Practitioner level Managers/Analysts i.e. Change, Service Desk, Incident, Problem,

Service Level, Service Asset & Configuration, Availability, Capacity, IT Service Continuity, Release & Deployment

ITSM Education

• At aap3 we absolutely recognise the importance of all those individuals either directly or indirectly involved in the service life-cycle

• It is not possible to achieve Service Management success without the knowledge, expertise, collaboration and commitment of the people from design to deployment and continual service enhancement

• We deliver tailored training solutions which fit-for-purpose and offer practical value and tangible benefits including:

• 0.5 & 1 day Awareness - ITIL, ISO20000, CobIT • Practical Courses & Workshops i.e. Planning for a CMS, creating a Service

Catalogue• ITSM Coaching & Mentoring• Executive ITSM Support

ITSM Deployment Method

Where are we now?

What is the vision?

How

do w

e ke

ep th

e m

omen

tum

?

Where do we want to be?

How do we get where we want to be?

How do we check we have achieved our

targets?Measurements &

Metrics

Process Improvement

Measurable Targets

Assessments

High level Business Objectives