ITSM brings a structured process to systems assessment and problemsolving.  Whether the scope is all systems, or a critical area that requires immediate action, there are three essential tasks, aimed at rapidly identifying what is needed to travel from the current state to the desired situation.  Business Needs Analysis begins by reviewing the organization's goals and challenges with internal stakeholders, and sometimes with key customers or other third parties.  We review the operation of all systems against expectations, with special focus on management's identified "pain points."  Backlog Analysis includes gathering, documenting, and systematically ranking the outstanding IT work requests.  In organizations where this has not been carried out, the analysis is one of the most valuable products of the assessment.  In a relatively short time, the process develops consensus on the quantitative gaps, alternatives, and priorities.  This leads to development of a Technology Roadmap for the short/medium term improvements that are indicated.  The roadmap governs the approach to projects and to administrative maintenance work on the systems.  It establishes a basis for measuring improvements.

 

If projects are part of the roadmap, ITSM can provide either full- or part-time oversight.  Remediation projects are tactical, emphasizing a concentrated development effort, testing, and (often) user training.  We bring together a multi-skilled team comprising businesspeople, technologists, and any necessary outside participants.  Our management role provides immediate issue visibility and regular progress reporting.

 

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