GLOPORE IMS CTS Service Offerings

1,238 views
1,101 views

Published on

We enable enterprises to achieve IT Service Management Excellence through ITSM best practices. Explore how enterprises are achieving their core business objectives through ITSM Excellence.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,238
On SlideShare
0
From Embeds
0
Number of Embeds
39
Actions
Shares
0
Downloads
30
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • We don’t believe in the ‘SELL WHAT YOU HAVE’ theory. We counsel our customers to select the right audience (based on the experience and background) for the right training in IT Service Management (ITSM).   We do NOT use GENERIC trainers for our courses; it is our ITSM CONSULTANTS who TUTOR the participants. Based on the challenges, operational issues they've experienced and overcome, they bring in real life examples for effective learning.   Our trainings are NOT presentation driven. The presentation is just used to start the discussion on a topic. We go beyond the course topics and discuss relevant issues to ensure clear understanding of concepts for the participants.   We NOT ONLY teach WHAT a concept is, but we explain the reasons WHY one should learn a particular concept. We also explain how these concepts help our participants in managing IT Services in their world*.   We SELECT EXAMPLES that suit the audience group and help them get the best out of their own experience and backgrounds. We use a mix of IT and NON-IT examples to ensure that the toughest of concepts are understood by any audience groups.   Our objective is to ENABLE a "Service Management thought process" in our customers and participants, and certification is a DEFINITE byproduct. We are NOT just a Training Provider, but an ITSM Partner to our customers   It is GAURENTEED , you would not just listen and learn, but would "EXPERIENCE" our training.
  • GLOPORE IMS CTS Service Offerings

    1. 1. GLOPORE IMS SERVICE PORTFOLIO- ITSM FOCUSED CONSULTING AND TRAINING SERVICES (CTS)
    2. 2. AGENDUM <ul><li>GLOPORE IMS – An Introduction </li></ul><ul><li>IT Service Management – An Overview </li></ul><ul><li>ITIL , ISO/IEC 20000 – The Evolution </li></ul><ul><li>GIMS Service Offerings – A Snapshot </li></ul><ul><ul><li>GIMS Training Services </li></ul></ul><ul><ul><li>GIMS Consulting Services </li></ul></ul><ul><li>GLOPORE IMS – The Differentiators </li></ul><ul><li>Engagement Models </li></ul><ul><li>Discussion – The Sales Point of View </li></ul>
    3. 3. GLOPORE IMS – AN INTRODUCTION <ul><li>An Entrepreneurial venture started in 2006 </li></ul><ul><li>Local presence – Bengaluru, Boston and London </li></ul><ul><li>Three main business lines: </li></ul><ul><ul><li>IT Infrastructure Management Services ( IMS ) </li></ul></ul><ul><ul><li>Consulting and Training Services ( CTS ) </li></ul></ul><ul><ul><li>Infrastructure and Technology Solutions ( ITS ) </li></ul></ul><ul><li>Over 50 prestigious Customers and a 55 member and growing, high-quality Team </li></ul><ul><li>Winner of the ‘Best Startup’ (Services), Startup City, 2009 </li></ul><ul><li>Customer Centric, partnership and alliances based Service Portfolio </li></ul>A Pure-Play IT Service Management Company Mission : Enable our Customers achieve their Core Business Objectives through our innovative and high-quality ITSM Services
    4. 4. ITSM – OVERVIEW
    5. 5. ITSM - AN OVERVIEW <ul><li>The definition of ‘Service’ </li></ul><ul><ul><li>“ A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks” ITIL Glossary </li></ul></ul><ul><li>Differences with product </li></ul>PRODUCT SERVICE Tangible Intangible Separate transactions for production, delivery and transaction Delivery and consumption happens simultaneously Quality assurance and control Quality assurance only Production quality measures Delivery quality measures
    6. 6. THE SERVICE NATURE OF IT <ul><li>Customers always want their business processes to be effective and efficient in order to achieve the business objectives </li></ul>Customers clearly understand that it may be ‘ Technology A ’ today and ‘ Technology B ’ tomorrow, which would enable them to be effective and efficient Customers want their primary focus and efforts to be put in only on running and improving the business processes to achieve their goals Customers need a focused partner to own the enablement part, along with the specific risks and costs associated with this enablement- ie. provide enablement as a SERVICE
    7. 7. IT SERVICE MANAGEMENT (ITSM) <ul><li>The need is now to manage IT as a ‘ service ’ and thus provide ‘ value ’ to the customers </li></ul><ul><li>The definition of Service Management </li></ul><ul><ul><li>“ A set of specialized organizational capabilities for providing value to customers in the form of services ” ITIL Glossary </li></ul></ul><ul><li>Questions that need answers: </li></ul><ul><ul><li>So how do IT Service providers do this? </li></ul></ul><ul><ul><li>Are there any good practices available for acquiring this capability? </li></ul></ul><ul><ul><li>Are there Experts to help us achieve ‘ITSM’ excellence? </li></ul></ul><ul><ul><li>Can we self learn or can someone qualified teach us this art? </li></ul></ul><ul><ul><li>Are there automation or tools available to help with this need? </li></ul></ul><ul><ul><li>How much this practice would cost us ( or is it free)? </li></ul></ul><ul><ul><li>Is there a way to benchmark your achievements? </li></ul></ul><ul><ul><li>What are the minimum requirements to claim ITSM excellence? </li></ul></ul>
    8. 8. ITIL ® AND ISO/IEC 20000 - EVOLUTION Business-IT Integration Business-IT Alignment Service Focus <ul><ul><ul><ul><ul><li>IT Service </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Management </li></ul></ul></ul></ul></ul>1990’s onwards Resource Focus 1980’s – 90’s <ul><ul><li>IT </li></ul></ul><ul><ul><li>Infrastructure </li></ul></ul><ul><ul><li>Management </li></ul></ul>1970’s – 80’s Systems Management GITIMM ITIMF ITIL V1 ITIL V2 ITIL V3 BS15000 ISO/IEC 20000 Late 1980’s 2003 1990’s 2000’s 2005 2007 ITIL Service Manager certification ITIL Foundation certification 1992 1995 ITIL Practitioner certification 1997 ITSMF New V3 qualification scheme 2007
    9. 9. GIMS CONSULTING AND TRAINING SERVICES (CTS) - SERVICE OFFERINGS
    10. 10. CTS SERVICE OFFERINGS - SNAPSHOT Information Security Management (ISM) IT Governance (ITG) Focus Areas IT Service Management (ITSM)
    11. 11. CONSULTING SERVICES
    12. 12. CONSULTING SERVICES
    13. 13. CONSULTING SERVICES – A BRIEF <ul><li>Enterprise Certification – ISO/IEC 20000 </li></ul><ul><ul><li>Executive Briefings for Management Buy-in </li></ul></ul><ul><ul><li>Readiness Assessments and GAP Analysis </li></ul></ul><ul><ul><li>Certification Roadmap Development - Planning </li></ul></ul><ul><ul><li>Certification Readiness Assistance - Implementation </li></ul></ul><ul><ul><li>Internal Audits, RCB Selection and Liaising </li></ul></ul>End to End Certification Assistance Service Phase-Wise Enablement Services
    14. 14. CONSULTING SERVICES – A BRIEF <ul><li>IT Service Improvement (ITSI) – ITIL ® </li></ul><ul><ul><li>Executive Briefings </li></ul></ul><ul><ul><li>Business Case Development </li></ul></ul><ul><ul><li>IT Service Management Maturity Assessments </li></ul></ul><ul><ul><li>ITSI Roadmap Development - Planning </li></ul></ul><ul><ul><li>ITSI Deployment Assistance - Implementation </li></ul></ul><ul><ul><ul><li>Process Re-engineering </li></ul></ul></ul><ul><ul><ul><li>Process Automation </li></ul></ul></ul><ul><ul><ul><li>People Enablement </li></ul></ul></ul><ul><ul><ul><li>Rollout Handholding </li></ul></ul></ul><ul><ul><li>Continuous Service Improvement (CSI) </li></ul></ul>End to End Transformation Assistance Service Phase-Wise Enablement Services <ul><li>Specialized Services </li></ul><ul><ul><li>Service Desk, </li></ul></ul><ul><ul><li>CMDB </li></ul></ul><ul><ul><li>Service Catalogue </li></ul></ul>
    15. 15. CONSULTING SERVICES – A BRIEF <ul><li>Service Management Automation (SMA) </li></ul><ul><ul><li>SMA - Strategy Development </li></ul></ul><ul><ul><li>SMA - RFP Development </li></ul></ul><ul><ul><li>Service Management Tool Evaluation </li></ul></ul><ul><ul><li>Process Automation Implementation Assistance </li></ul></ul><ul><ul><ul><li>Functional Requirements Development </li></ul></ul></ul><ul><ul><ul><li>Automation Acceptance Testing </li></ul></ul></ul><ul><ul><li>SMA - Tool and Vendor Selection </li></ul></ul><ul><ul><li>Service Management Tool Aggregation </li></ul></ul>Discrete Services
    16. 16. TRAINING SERVICES
    17. 17. TRAINING SERVICES EXIN Accredited ITIL® Version -2 and 3 Information Security Awareness ISO/IEC 20000 Awareness and Consultant CObIT Awareness and Foundation ‘ CORPORATE’ AND ‘PUBLIC’ TRAININGS
    18. 18. ITIL ® TRAININGS – SNAPSHOT ITIL V3 Foundation Certification Lifecycle Modules Capability Modules PPO SOA RCV OSA SS SD ST SO CSI Advanced ITIL Professional Diploma ITIL V2 Foundation Certification ITIL Qualification Scheme V2 Practitioner Certification Singles Clustered V2 Service Manager V3 Manager Bridge ITIL Expert Managing Across Lifecycle V3 Foundation Bridge V3 Foundation Bridge ITIL Master
    19. 19. EXIN ACCREDITED ITIL ® TRAININGS <ul><li>Trainings are instructor lead and classroom based </li></ul><ul><li>Trainers, Materials and Exams are EXIN accredited </li></ul><ul><li>Courseware is from FOXIT, world leader in ITIL ® education </li></ul><ul><li>Apollo 13- Simulation option for practical learning experience </li></ul><ul><li>Most Popular ITIL ® Trainings </li></ul><ul><ul><li>V3 Foundation – 3 Days, including certification </li></ul></ul><ul><ul><ul><li>No entry criteria, IT experience suggested </li></ul></ul></ul><ul><ul><li>V3 Foundation Bridge – 1 ½ day, including certification </li></ul></ul><ul><ul><ul><li>V2 foundation certificate is a prerequisite </li></ul></ul></ul><ul><ul><li>V2 Service Manager – 6 Days Fast Track </li></ul></ul><ul><ul><ul><li>Extended hours training, Certification after a minimum or 30 days </li></ul></ul></ul><ul><ul><ul><li>V2 foundation and 3 years managerial experience, a prerequisite </li></ul></ul></ul><ul><ul><li>V3 Managers Bridge – 4 Days, including certification </li></ul></ul><ul><ul><ul><li>V2 Managers certificate a prerequisite </li></ul></ul></ul>
    20. 20. GIMS DIFFERENTIATORS
    21. 21. CONSULTING – DIFFERENTIATORS
    22. 22. TRAININGS – DIFFERENTIATORS We don’t believe in ‘SELL WHAT YOU HAVE’ theory. We counsel our Customers We do NOT use ‘Trainers’ for our courses; it is our ITSM CONSULTANTS who TUTOR We select EXAMPLES that suit the audience group to make the best out of their own experience We NOT ONLY teach WHAT a concept is, but we explain the reasons WHY one should know Our objective is to ENABLE a &quot;Service Management thought process&quot; in our customers   It is GAURENTEED, one would not just listen and learn, but would &quot;EXPERIENCE&quot; our training Our trainings are NOT presentation driven, if used, it is just to kick-start a discussion Our Consultant Trainers, World Class training aids and rigorous Quality Check – Key ingredients EDUCATION PAR EXCELLENCE
    23. 23. GIMS ADVANTAGE Organization focused on ITSM Excellence Team with proven expertise and global experience Tool and Vendor independence Flexible engagement models Alliances with global ITSM Leaders Voice of our Customers! “ GLOPORE IMS was very accommodative in understanding our need and flexible to our schedule. The Consultant from GLOPORE IMS is very knowledgeable in the area of his deliverables. ”
    24. 24. ENGAGEMENT MODELS
    25. 25. ENGAGEMENT MODELS <ul><li>Trainings and Workshops </li></ul><ul><ul><li>Corporate, In-house </li></ul></ul><ul><ul><li>Corporate, Resident </li></ul></ul><ul><ul><li>Public – Regular and Weekend </li></ul></ul><ul><ul><li>Fixed Priced with Group and Corporate Discounts </li></ul></ul><ul><li>Consulting </li></ul><ul><ul><li>Delivery - Onsite, Offshore, Hybrid </li></ul></ul><ul><ul><li>Pricing - T&M, Fixed Priced, Deliverable Based </li></ul></ul>
    26. 26. THE SALES VIEWPOINT - A DISCUSSION
    27. 27. TYPICAL CONSULTING ENGAGEMENT Lead identification & assessment Initial discussion with Pre-sales Initial Discussion – Sales & Client Client - Pre-Engagement Questionnaire Clarification Discussion with client Submit Proposal Pre- Engagement Phase Delivery informed on probable start Client and delivery PM finalize start Logistics & Administration Coordination Delivery team identified and PM assigned Prepare for Client Culture – Work & Geo Onsite Project Kick-off session Engagement Initiation Phase Onsite Project Delivery Delivery Quality Check Project Management Offsite Project Support Billing and Receivables Management Relationship Management Engagement Delivery Phase Onsite Project Closure Session VOC- Client Feedback Practice Knowledge- base updates Case Study Preparation Up-selling opportunity identification Generate New Lead Engagement Closure Phase
    28. 28. QUESTIONS? Thank you for your time

    ×