Each organization is unique. Client and market demands, financial and organizational objectives, company values and culture are some of the key elements in planning and implementing a service management lifecycle that will resonate and, most important, deliver the technology services that supports the growth of the business. Optimize! has a proven 5-phase deployment strategy to successfully implement the IT Service Management (ITIL) framework in any size organization:

Phase I: Establish the IT Service Management foundation

Optimize! initiates an IT Service Management implementation engagement by first defining the factors integral to its success:

• Client's external and internal business drivers and goals
• Current technology service request, selection, and delivery processes
• Determine existing process maturity
• Determine factors critical for success
• Environment's organizational change readiness
• Key stakeholders

Phase 2: Prepare the environment for IT Service Management acceptance

Optimize! fosters an acceptance of the service management initiative through diligent planning and communication. In this phase, we:

• Build middle-management commitment and organization support for the Service Management
• Identify staffing and training requirements
• Perform a gap analysis of existing processes to ITIL®
• Identify service management tool requirements

Phase 3: IT Service Management Strategy and Design

Optimize! recognizes that our clients require a service management framework that will deliver increased transparency, stability, productivity and profits. To do this, the service management process must be disciplined and flexible to meet the changing customer needs, comprehensive and deep. In this step, we:

• Partner with the client to identify and acquire service management staff
• Evaluate and recommend automated monitoring, data collection, cataloging and metric reporting tools
• Define requirements, business services, service levels, key performance indicators and reporting to properly meets business service needs
• Design and build customer specific process documents and workflow diagrams for each process area
• Design and deliver process training for each process area

Phase 4: IT Service Management Deployment

Optimize! knows that it is the combination of talented people using sound processes and reliable tools that make the difference in any service management implementation, so we devote a phase to bringing these three together. In this step, we:

• Officially deploy the service management processes to each information technology process area
• Serve as a subject matter expert lead in automated service management tool deployment or improvement
• Conduct service management tips, techniques and best practices learning sessions
• Define service management continuous improvement process
• Ensure smooth business alignment during transition

Phase 5: IT Service Management Continuous Support, Improvement

Companies who continue to improve information technology service management in their organizations ensure that their technology teams continuously improve service to the business and align with the strategic goals of the organization.