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Consultancy
IT/SM Assessment
The overall goal of the assessment
is to help your IT organization improve service quality and support
continuous improvement programs.An
IT service management assessment delivers:
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A complete, objective picture of the
current IT processes that pinpoints their strengths, weaknesses, and
maturity
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Tangible,
feasible suggestions for improvement, including quick
wins
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A realistic plan for implementing
the improvements
IT/SM
Design and Implementation
CTG designs and
implements efficient and effective IT processes within your service
management organization. Based on our field-proven ‘Alignability’
process model, positive results are reached within a much shorter
time frame. The implementation features awareness and training
sessions for all IT staff. The Alignability model is based on ITIL
best practices and can be easily customized to your specific
situation and organization. CTG’s IT/SM design and implementation
service enables your organization to:
- Manage all IT-related
resources more efficiently and cost-effectively
- Efficiently execute all
related services and delivery processes
- Align the IT service
management model with your business goals
IT/SM Tool
Selection
CTG’s tool selection methodology is a
structured, accelerated, decision-making approach designed to
systematically build a group consensus on the choice of new
information technology. Group consensus throughout the selection
process helps ensure active support and benefit accrual during
subsequent implementation.
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Outsourcing
Support and Delivery
Services
Service Desk Services (1st,
2nd, and 3rd Tier)
The service desk acts as the ‘ambassador’ for your organization’s
ICT department. But are your support services well structured,
with clearly defined tasks and responsibilities? Are users satisfied
with the services offered?
CTG
focuses on what is important to you, at the appropriate level
of responsibility and complexity. We help identify vital issues such
as availability of your call agents, customer perception of the
service desk, the first call resolution rate, or the implementation
of service level management. We can establish a service desk,
integrate existing service desks, analyze and optimize
poorly-functioning service desks, staff the service desk at the
first, second, or third line level, operate the desk for your
business, or set up an efficient reporting structure.
Process Management and
Execution
Many
organizations struggle with the start-up of process-oriented
workflows. Process owners are appointed, but the day-to-day workload
prevents an intensive launch of the new process or
procedure.
CTG’s experienced professionals can assist with start-up,
staffing, or coaching of ITIL processes at either the management
or execution’ level, while process ownership stays within your
organization. Areas of expertise include service support processes, service delivery
processes, and application management.
Infrastructure
Management
The operational
continuity of business processes together with the underlying
technical infrastructure is the focus of CTG’s Infrastructure
Management. Continuity will be guaranteed through four focus areas
of services :
Server Management:
This service ensures that your
organization's technical infrastructure continues to deliver the required functionality and performance levels
through maintenance and/or upgrading of existing systems or
installation of additional systems as necessary.
Migrations:
CTG
services encompass server consolidation, OS
migration, and package upgrades and
automated
installation. In addition to the technical aspects of your migrations, our
services focus on internal marketing and communication towards
users, management, and the IT department. Our services are backed by
our dedicated practice inTesting.
Desktop Management:
Desktop management focuses on
supporting and maintaining the end-user infrastructure, including patch and anti-virus
management, software distribution, remote desktop, software version control and
installation management, hardware and software metering, and security and policy
management.
Business
Continuity:
Services include auditing, design (new or optimization)
and implementation of business continuity strategy and plans
(BCP), disaster recovery strategy and plans (DRP),
and backup, archiving and data storage.
Tool
Implementation
CTG services implementation services are backed by
strategic partnership with companies such as:
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