Extraordinary Service Management by ICCM

1. extraordinary
great
good
ICCM Solutions Be extraordinary...

2. Be extraordinary...
Service management, the idea that something is broken and needs
to be fixed... something is requested and needs to be delivered... and
something changes and needs governing.
Over the past decade, ICCM Solutions has used ICCM has developed a unique proposition
its expertise in service management software underpinned by a leading Business Process
across key sectors including government, ICT, Management platform; a roadmap to service
business services and education, to identify the management maturity. Each customer has a
key issues within IT service management. personal journey to their service management
goals, and ICCM works to deliver a capability
It realised that organisations develop service
of service excellence that no other current
processes in isolation from each other, using
ITSM vendor is able to achieve.
customised, modelled applications which
are process specific, but don’t align back to The levels of ITSM on offer to customers are:
process models. It also sees that modern
• Good
service management goes beyond the limits of
An option from over 30 out of the box
the helpdesk and offers a mature and significant
service management processes; combined
framework beyond the IT department.
extraordinary ICCM believes that the definition and modelling
with best practices and practical experience
to show customers what ‘good’ looks like in
of processes should be delivered in the same service management.
solution as the execution and the application,
• Great
helping to reduce the pain associated with
Customers can build on good to continually
delivering behavioural change.
improve and adapt the solution via agile
Service management solutions should have process deployment. This drives real
longevity and not be limited to simple competitive advantage and they become
great short-term requirements and projects. They
should instead develop with the business
‘great’ in service management.
• Extraordinary
and its changing requirements, as well as the
By re-using service management
changing IT landscape, helping it to become
principles, customers become ‘extraordinary’
good, better and ultimately, extraordinary.
and truly accelerate organisational
good business transformation.
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3. Be good
Great athletes know that in order to reach the peak of their potential, they
need to start with a good foundation. ICCM agrees with their philosophy.
Our starting block which readies businesses to run neck and neck with
competitors is ‘good’ service management.
Our ‘good’ ITSM proposition includes over 30 • Service catalogue
out of the box, tried and tested modules that Creating and giving the business visibility of
deliver more than a simple software installation. a service catalogue is one of the key steps
These modules have been developed and towards aligning IT with the business. In
informed by hundreds of installations, order to do this effectively the services must
supporting two of the world’s largest service be aligned to business value, and the service
desks and the highest industry accreditations. competitiveness benchmarked against
alternative suppliers. Strategic questions on
‘Good’ comprises a set of assured process
value for money must also be asked. ICCM
outcomes which assist progression of service
offers a decision framework which can
improvement. It delivers the core disciplines
clarify these key points, anticipate change
of service catalogue, configuration, incident,
and allow alignment and traceability with
request, problem and change management.
extraordinary These principles allow businesses to distil
strategy and planning.
their service management to its core elements • Configuration
and build it into an automated process Configuration management is key to
incorporating these disciplines. building good content for a configuration
management database. ICCM’s ‘good’
service catalogue will contain core
configuration items; components upon
great which processes such as incident, problem,
and change management are dependent.
good
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4. Be good
• Incident • Problem management
A service desk has a central focus on ‘Good’ service management means
incident management. ICCM’s ‘good’ identifying problems within the IT
offering allows the service desk to log infrastructure and preventing them from
inbound incidents from a variety of sources re-occurring. ‘Good’ problem management
with integration into the CMDB. This allows problem tickets to be logged
flexibility also provides agents with visibility independently or raised from incident
of existing calls logged against both users records. Once investigated and the
and configuration items, providing improved problem has been resolved either via a
call resolution and first time fix rates. problem workaround or permanent fix, the
information can be entered into a database,
• Request
sharing knowledge and visibility with all
ICCM’s ‘good’ request fulfilment service
service desk staff, and end users through
desk allows users to log routine service
a customer portal.
request and respond with different Service
Level Agreements (SLAs) than expected • Change management
for incidents. In addition to logging generic The role of change management in
service requests ‘good’ ICCM service ‘good’ service management is to help
extraordinary
management allows users to log new user effectively manage change across an
and leaver requests and loan pool booking organisation and prevent service outages
requests. Importantly, companies are able to which may arise. Change management
create their own request processes based combats poorly planned maintenance or
on their business rules and completed work. unauthorised changes. ‘Good’ service
management provides visibility of Projected
Service Outages (PSOs), and provides the
information needed to communicate when
great these may occur across the business.
These PSOs can also be communicated
to end users. ‘Good’ service management
also allows end users to request change.
good
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5. Be great
Once ‘good’ service management has been achieved, the framework
in place puts a business on the starting block to prime themselves in
the ‘set’ position, readied to continually improve and adapt by agile
process development.
Good athletes know that unless the preparatory To maximise the performance of their service
training plan and foundations upon which they management IT, businesses use its agility and
can build their stamina have been set, they flexibility to echo exceptional processes across
have no basis upon which to improve. ‘Good’ business departments, for example from the
service management from ICCM provides this IT department to HR, procurement, customer
foundation for businesses to become ‘great’. service and call centres.
‘Great’ service management entails the re- All processes on offer from ICCM can be
usability and recycling of already established deployed across the organisation to create a
‘good’ processes throughout the company heightened service management solution which
for maximum impact. These ‘sprints’ set delivers greatness.
the tone for the evolving maturity of service
management. Businesses that become ‘great’
extraordinary take the ‘good’ foundation and align this with
specific organisational processes, giving
them a competitive edge. They deploy ‘good’
service management concepts across multiple
departments, increasing the value they gain
from their service management IT, beyond
simply logging calls.
great
good
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6. Be extraordinary...
Businesses can use the ICCM enterprise process platform to help
transform themselves into something ‘extraordinary’.
Like athletes who break barriers and set records The ‘extraordinary’ approach allows businesses
others aspire to, ‘extraordinary’ businesses to benefit from quick, simpler, object orientated
have a mantra, an inspiration and core belief deployments. This allows organisations to focus
which runs through everything they do. on the business of being profitable, company
specific functional and strategic initiative that
‘Extraordinary’ businesses keep the core
drive revenue and business strategy.
concept of enterprise service management in
mind throughout everything they do, always By working with ICCM, businesses are
striving to be better. able to ensure that their development and
maturity, similar to the training and competitive
This core concept is the idea that something
programme of a world class athlete, aligns
is broken and needs to be fixed... something
with their goals and business objectives,
is requested and need to be delivered... and
without outgrowing the technology that is
something changes and requires governing.
helping them reach those goals. It breaks the
These common disciplines make up around
barriers set by analysts who predicted that
80 per cent of an organisation’s processes.
extraordinary By placing this concept at the heart of
the industry churn rate of service management
products is five years.
everything they do, businesses can drive their
ICCM’s ‘extraordinary’ solution delivers a
newly realised ‘great’ service management to
capability and empowers an organisation to
be ‘extraordinary’. The core capabilities of
truly embark on process efficiencies, driving
service management are echoed across
operational improvements while evolving the
all business departments in the form of
business, processes and technology at the
easily adaptable ICCM IT Business Process
great Management architecture, which is scalable
and flexible unlike traditional ‘fit for purpose’
same time.
ICCM is the differentiator which helps
models, which are constricted to only one businesses keep their eyes on the prize,
use or department. and emerge as extraordinary champions in
their field.
good
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7. Service management modules
Something is broken: Something is requested:
• Incident management • Request management
• Problem management • Self service
• Major incident management • Shopping cart
• Knowledge management • Request templates and processes
• Survey management • Release management
• Event management • Account management
• Visual configurations • Loan pool booking
• Self service • Access management
• On boarding
Something needs governing:
• Change management
• Release & deployment management
• Project management
• Service availability management
• Demand management
extraordinary •
•
IT financial management
Service capacity management
• IT service continuity management
great
good
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8. Who has ICCM worked with?
“IT problems in this business can be catastrophic. “Adapt was looking for a highly functional, flexible
With ICCM we can identify single points of failure and best-of-breed ITIL Service Desk solution. It was
and instigate corrective management. ICCM’s clear after a review of ICCM’s technology that it
solution also helps us identify IT problems could add significant value to our services. We’re
before they happen allowing us to act proactively able to configure each of our client SLA’s to match
not reactively.” their exacting needs.
BBC Worldwide “We’re even able to offer a granular level of support
to individual asset classes in order to support
business critical IT. All of our clients are unique and
“From our initial review of the BPM Service
have different response requirements to suit their
Management platform from ICCM it was clearly
operational activities; with our offering we can now
a functionality rich out of the box ITIL aligned
support them via our distinctive SLA approach.
product. One of the biggest advantages for us is
We can only do that because we used ICCM’s
it’s easily configurable and can be applied across
BPM service desk technology.”
multiple departments due to the nature of its
BPM architecture. Adapt Managed Services
“But the really interesting and innovative
applications come from other parts of the business. Every organisation has its own political challenges
extraordinary The first initiative we’re potentially looking at is
mapping how HR requests impact across multiple
and these have to be understood by both IT and
the business. People in my situation have to really
departments. For example, when a recruitment understand this. By investing in an ITSM model
request comes into the HR department, is based on a BPM architecture you really have to
approved and job offer granted and accepted believe that what you’re doing is right for your
we will be able to create an automated trigger organisation, and have the ability to see the bigger
into finance, IT and facilities. Once these are picture if you want to reap the rewards.
completed, and in place, triggers, will go back
It’s an iterative process so the team, and by that
great
into HR for sign off.”
I do mean IT and the business, must identify the
Micro Focus joint issues together, understand how to overcome
these, and plan what we jointly know to be right. It’s
simple, we need to see, think, do and improve –
everything a Service Management solution is about.”
good The British Transport Police
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9. Contact
For more information or to arrange a consultation with ICCM contact:
ICCM Solutions
Riverside Business Village
Swindon Road
Malmesbury
Wiltshire
SN16 9RS
UK
Tel 01666 828600
ICCM US, LLC
7577 Central Park Blvd
Suite 111
Mason, Ohio 45040
USA
extraordinary Tel +1 (800) 651-7408
ICCM Africa
Block E
Somerset Office Estate
Kudu Street
great Roodepoort
Gauteng
South Africa
Tel +27 (11) 021 5079
good
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