1. I thought IT Service Management was a program that led to IT business alignment and operational effectiveness and efficiency. Where does compliance fit into this picture?IT compliance to external regulatory requirements is accounting for some 20% of the IT budget. ITSM good practice does lead to effective and efficient management of IT services and to sustainable service levels. But good practice processes to manage IT services also lay the groundwork for auditable compliance controls. Consistent, routine use of documented processes and the appropriate governance structure allow you to maintain the appropriate risk mitigation strategies and evidence that can be easily reported and verified so that your organization is not scrambling two months before the auditors come in to pull everything together.
  2. We have experience firsthand or observed other companies try to implement initiatives such as TQM, Six Sigma, LEAN, etc. only to see these initiatives fall apart after several months/years of attempting to put something in place. What makes IT Service Management or the IT Infrastructure Library framework any different?In a word, “nothing”. The key to success lies in how you approach these programs and the path you take to implement. If you don’t establish key, short-term, prioritized, achievable goals with the right structure and commitment to achieve these goals, you are likely to walk away empty handed. It is extremely important that you chart the appropriate course to set yourself up for success. . .understand where you are, where you’d like to be and determine the steps to get there.Choose improvements that will be visible quick wins. Are changes destabilizing your production environment more than 5% of the time? Is your service desk prepared and aware when modifications or new initiatives are being implemented? Do your users circumvent your service desk to get the level of support that they are looking for? Are you able to meet service level commitments, goals and objectives? Do you have any formal service level goals or objectives? Are they communicated to IT? Are they communicated to the customer? You don’t have to eat the whole apple in one bite. You don’t even have to eat the whole apple! But chances are if you take a bite or two and enjoy it, you’ll want more. Service Catalyst can help you chart this course and take the steps as needed.
  3. What makes Service Catalyst different from the other organizations that want to help me improve IT Process?IT process improvement and IT Service Management (ITSM) in general has gotten a lot more exposure and greater adoption than it had 5 or 10 years ago. Many consulting companies are now starting to capitalize on this trend. Although Service Catalyst is a relatively new company, Service Catalyst’s partners/consultants have truly been utilizing ITSM good practices since 1998. (See Service Catalyst Management). We have implemented it within our own companies’ IT organizations in addition to helping dozens of customers assess and implement processes. Practical experience makes a big difference. Every company is different and service management practices must be adapted to the company size, culture and business in order to be successful. We think you’ll find our experience to be a key differentiator.We are a small company. As a result you will find that we can be more responsive in servicing your specific organization’s needs. Program and process consulting will always be lead by a senior level individual who will be with you through the entire project. You should always feel comfortable considering us as a trusted partner who you can pick up the phone and consult with even after our engagement is complete.We will help you through all aspects of your program:
    • organizing for success
    • employing effective organizational change strategies
    • specifying and choosing enabling technologies
    • designing and implementing measurable processes
    • implementing governance and continuous service improvement programs