<ul><li>Achieving IT Service Excellence </li></ul><ul><li>Akshita Mehra, QAI </li></ul>
Agenda <ul><li>Introduction to QAI </li></ul><ul><li>ITIL® & ISO 20000 </li></ul><ul><ul><li>History and future </li></ul>...
Introduction to QAI
Our Mission To be the   World’s Premier Knowledge Corporation   in the area of Operational Excellence   providing Measurab...
<ul><li>Corporate Overview </li></ul><ul><ul><li>Incorporated in 1980 </li></ul></ul><ul><ul><li>Headquartered at Orlando ...
QAI Service Profile w  w  w  .  q  a  i  a  s  i  a  .  c  o m <ul><li>Software Process Improvement </li></ul><ul><li>IT S...
IT Service Management
IT Infrastructure Library <ul><li>Aim to deliver  high quality, cost effective, value-adding , IT Services that underpin t...
ITIL® – Set of Books Service  Delivery Security Management Service Management T h e B u s I n e s s T h e T e c h n o l o ...
ITIL® highlights <ul><li>Lifecycle approach  to IT Service Management </li></ul><ul><li>Process Driven </li></ul><ul><li>E...
Key Benefits <ul><li>Aligns  IT with the business needs </li></ul><ul><li>Business like  relationship  between IT and Busi...
Some more operational benefits <ul><li>Improve on  Service Levels  including First Call Resolution </li></ul><ul><li>Highe...
Benefits realisation IDC - 79% reduction in downtime   - total savings per user c $800 p.a. Meta - 85% resolution at FPOC ...
and many more… Who is using ITIL®
ISO 20000 Standard
What is ISO 20000? <ul><li>ISO20000 grew from  ITIL ®   and the need to demonstrate conformance  with best practice. </li>...
ISO 20000–Business Benefits <ul><li>Assessments  recognized internationally  within the industry </li></ul><ul><li>Improve...
ISO 20000 Standard- Structure <ul><li>Part 1: </li></ul><ul><li>Specifications  : </li></ul><ul><li>The formal standard  <...
ISO 20000 – Model Service Delivery Processes (6) Capacity Management Service Continuity & Availability Management Service ...
ISO 20000 Certification scheme <ul><li>ISO20000 is aimed at organizations providing a Service Management operation, whethe...
QAI’s ITSM Practice
<ul><li>First Indian organization to be formally Accredited to provide ITIL® course at all levels (foundation, practitione...
QAI’s ITSM leadership <ul><li>Global Alliances: </li></ul><ul><ul><li>Parity Training-UK </li></ul></ul><ul><ul><ul><li>No...
QAI’s ITSM leadership <ul><li>QAI’s consultants for ITIL/ISO 20000 have a collective experience of 100 Man-years  </li></u...
ITSM Customers <ul><li>Training </li></ul><ul><ul><li>HP, Infosys, Wipro, Sun, Accenture, IBM, Genpact(GE), HCL, World Ban...
ITIL® Trainings and  Accredited courses <ul><li>Foundation Certificate in ITSM </li></ul><ul><li>Practitioner Certificate ...
Consulting <ul><li>Consulting for ITIL Implementation / ISO 20000 Certification </li></ul><ul><li>Consulting on CobiT  </l...
ISO 20000 Journey A typical Journey leading to ISO20000 certification. The plan may vary to great extent, based on organiz...
QAI PLAN FOR ISO20000 Certification ITIL ®  foundation Training Baseline Assessment Roadmap & Action Plan Consulting Focus...
QUESTIONS?? For further queries: akshitam@qaiindia.com  Thank You w  w  w  .  q  a  i  a  s  i  a  .  c  o m
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QAI -ITSM Practice Presentation

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  • Hey, very nice site. I came across this on Google, and I am stoked that I did. I will definately be coming back here more often. Wish I could add to the conversation and bring a bit more to the table, but am just taking in as much info as I can at the moment.

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  • QAI -ITSM Practice Presentation

    1. 1. <ul><li>Achieving IT Service Excellence </li></ul><ul><li>Akshita Mehra, QAI </li></ul>
    2. 2. Agenda <ul><li>Introduction to QAI </li></ul><ul><li>ITIL® & ISO 20000 </li></ul><ul><ul><li>History and future </li></ul></ul><ul><ul><li>ITIL® Framework </li></ul></ul><ul><ul><li>ISO 20000 standard </li></ul></ul><ul><ul><li>Business Benefits for IT/Software companies </li></ul></ul><ul><li>QAI ITSM Practice Offerings </li></ul><ul><li>Case Study </li></ul><ul><li>Some inter-relationships </li></ul>® ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
    3. 3. Introduction to QAI
    4. 4. Our Mission To be the World’s Premier Knowledge Corporation in the area of Operational Excellence providing Measurable Competitive Advantage w w w . q a i a s i a . c o m
    5. 5. <ul><li>Corporate Overview </li></ul><ul><ul><li>Incorporated in 1980 </li></ul></ul><ul><ul><li>Headquartered at Orlando in Florida, US. </li></ul></ul><ul><ul><li>Subsidiaries and Regional Offices </li></ul></ul><ul><ul><ul><li>QAI USA QAI Asia Pac- India </li></ul></ul></ul><ul><ul><ul><li>QAI Middle East QAI Singapore </li></ul></ul></ul><ul><ul><ul><li>QAI China QAI Malaysia </li></ul></ul></ul><ul><ul><ul><li>QAI UK </li></ul></ul></ul><ul><ul><li>QAI India Incorporated in 1993 with headquarters in India </li></ul></ul><ul><ul><li>First and only full service organization in Asia Pac to completely focus on Processes and Quality </li></ul></ul><ul><ul><li>Operational Excellence Consulting </li></ul></ul><ul><ul><li>Clients in over 30 countries </li></ul></ul>Company Background:QAI w w w . q a i a s i a . c o m
    6. 6. QAI Service Profile w w w . q a i a s i a . c o m <ul><li>Software Process Improvement </li></ul><ul><li>IT Service Management </li></ul><ul><li>BPO / Customer Contact Center </li></ul><ul><li>Change Management </li></ul><ul><li>Software Quality Outsourcing </li></ul><ul><li>People Practice </li></ul><ul><li>Knowledge Management </li></ul><ul><li>Six Sigma </li></ul><ul><ul><li>for Software </li></ul></ul><ul><ul><li>for BPO </li></ul></ul><ul><ul><li>for Government </li></ul></ul><ul><li>Project Management </li></ul><ul><li>Consulting </li></ul><ul><li>Training </li></ul><ul><li>Appraisals & Certifications </li></ul><ul><li>E Learning </li></ul><ul><li>Conferences </li></ul><ul><li>Benchmarking </li></ul><ul><li>Software Engg Exchange </li></ul><ul><li>Individual Certifications </li></ul>X Practices Vehicles of Delivery
    7. 7. IT Service Management
    8. 8. IT Infrastructure Library <ul><li>Aim to deliver high quality, cost effective, value-adding , IT Services that underpin the organisation’s total business </li></ul><ul><li>A documented set of Non-proprietary “best practice” for IT Service Management </li></ul><ul><li>A process based approach </li></ul><ul><li>Proven </li></ul><ul><ul><li>Internationally accepted / recognised </li></ul></ul><ul><ul><li>Supported by tools </li></ul></ul><ul><li>Supported by British Standards and now by International Standard </li></ul><ul><ul><li>BS15000 (for IT Service Management) </li></ul></ul><ul><ul><li>BS7799 (for Security) </li></ul></ul><ul><ul><li>See http://www. bsi .org </li></ul></ul><ul><ul><li>ISO 20000 </li></ul></ul><ul><li>Produced by the OGC </li></ul><ul><ul><li>See http://www. ogc . gov . uk </li></ul></ul><ul><li>Active international user group </li></ul><ul><ul><li>See http://www. itsmf .com </li></ul></ul>
    9. 9. ITIL® – Set of Books Service Delivery Security Management Service Management T h e B u s I n e s s T h e T e c h n o l o g y The Business Perspective ICT Infrastructure Management Planning to Implement Service Management Applications Management Service Support
    10. 10. ITIL® highlights <ul><li>Lifecycle approach to IT Service Management </li></ul><ul><li>Process Driven </li></ul><ul><li>End to end service view </li></ul><ul><li>Integrated approach </li></ul><ul><li>Customer and Service focus - Technology independent </li></ul><ul><li>Applicable to all types and sizes of organisation - Scalable </li></ul><ul><li>Organisations should adopt and adapt </li></ul>
    11. 11. Key Benefits <ul><li>Aligns IT with the business needs </li></ul><ul><li>Business like relationship between IT and Business </li></ul><ul><li>Moves from a technology to service based culture </li></ul><ul><li>IT perceived as offering value to the organization </li></ul><ul><li>Ability to absorb rapid change </li></ul><ul><li>Improves quality of IT services </li></ul><ul><li>Ensures everyone speaks the same language! </li></ul>
    12. 12. Some more operational benefits <ul><li>Improve on Service Levels including First Call Resolution </li></ul><ul><li>Higher customer satisfaction </li></ul><ul><li>Consistency </li></ul><ul><li>Continuous Improvement </li></ul><ul><li>Better Control on IT environment with predicable Service Levels, Availability and Capacity </li></ul><ul><li>Lower support costs </li></ul><ul><ul><li>H/W & S/W standards </li></ul></ul><ul><ul><li>Documented, repeatable processes </li></ul></ul><ul><ul><li>Performance metrics </li></ul></ul>
    13. 13. Benefits realisation IDC - 79% reduction in downtime - total savings per user c $800 p.a. Meta - 85% resolution at FPOC - cost per call down 30% - 50% reduction in new product cycle Barclays - Downtime reduced from 60 to 15 mins Proctor & Gamble - $100 million p.a. savings! it SMF survey - 70% achieving “tangible & measurable” benefits HDI - > 50% measured improved customer satisfaction - 84% would recommend - 20% saw business competitive advantage
    14. 14. and many more… Who is using ITIL®
    15. 15. ISO 20000 Standard
    16. 16. What is ISO 20000? <ul><li>ISO20000 grew from ITIL ® and the need to demonstrate conformance with best practice. </li></ul><ul><li>ISO20000 has replaced BS15000. </li></ul><ul><li>Developed by BSI as part of their guidance on IT Service Management. </li></ul><ul><li>Designed form the beginning to fit in with ITIL ® ,by many of the same people who were rewriting ITIL ® at the time. </li></ul>ISO 20000 is the world's first formal standard for IT Service Management.
    17. 17. ISO 20000–Business Benefits <ul><li>Assessments recognized internationally within the industry </li></ul><ul><li>Improved quality of service and increased business and customer confidence </li></ul><ul><li>Gain a marketing/competitive edge </li></ul><ul><li>Demonstration of </li></ul><ul><ul><li>The Provision of High Quality IT Service </li></ul></ul><ul><ul><li>Commitment to Service Management </li></ul></ul><ul><ul><li>Understanding and Implementation of Best Practice Ongoing Maintenance of Best Practice </li></ul></ul><ul><li>Above all: It gives a GOAL POST to the team </li></ul>
    18. 18. ISO 20000 Standard- Structure <ul><li>Part 1: </li></ul><ul><li>Specifications : </li></ul><ul><li>The formal standard </li></ul><ul><li>Requirements for Compliance </li></ul><ul><li>Objectives and controls </li></ul><ul><li>Part 2: </li></ul><ul><li>The Code of Practice: </li></ul><ul><li>Expansion and Guidance on the specifications </li></ul>ISO20000
    19. 19. ISO 20000 – Model Service Delivery Processes (6) Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting and Accounting Control Processes (9) Configuration Management Change Management Release Process (10) Release Management Resolution Processes (8) Incident Management Problem Management Relationship Processes (7) Business Relationship Management Supplier Management Management Systems (3) Planning & Implementing (4) Planning new Services (5) Management responsibility, Documentation Requirements, Competences, awareness & training Plan, Implement, Monitor, Improve(Plan, Do, Check, Act) Planning & implementing new or changed services
    20. 20. ISO 20000 Certification scheme <ul><li>ISO20000 is aimed at organizations providing a Service Management operation, whether internal or external </li></ul><ul><li>The role of Consultancy organizations is to give advice in preparation for an independent audit. </li></ul><ul><li>Certificates are valid for three years </li></ul><ul><li>Annual surveillance audits are required </li></ul><ul><li>Internal audits are required </li></ul><ul><li>On the third anniversary a full re-audit will be carried out </li></ul>
    21. 21. QAI’s ITSM Practice
    22. 22. <ul><li>First Indian organization to be formally Accredited to provide ITIL® course at all levels (foundation, practitioner and masters) </li></ul><ul><li>Organized the first ‘IT Service Excellence’ Conference in India, supported by itSMF UK, BCS UK to bring thought leadership and best practices to India </li></ul><ul><li>World-class team of Consultants and Accredited Course Instructors. </li></ul>QAI’s ITSM leadership
    23. 23. QAI’s ITSM leadership <ul><li>Global Alliances: </li></ul><ul><ul><li>Parity Training-UK </li></ul></ul><ul><ul><ul><li>No. 1 IT training organization in UK. </li></ul></ul></ul><ul><ul><li>British Computer Society-UK (ISEB) </li></ul></ul><ul><ul><li>EXIN-Netherlands </li></ul></ul><ul><ul><li>itSMF-UK. </li></ul></ul><ul><li>QAI is a full service organization: </li></ul><ul><ul><li>We leverage our expertise in CMM/CMMI®, Six Sigma, PCMM area, in which we have an unparalleled leadership position. </li></ul></ul>
    24. 24. QAI’s ITSM leadership <ul><li>QAI’s consultants for ITIL/ISO 20000 have a collective experience of 100 Man-years </li></ul><ul><li>Over years,QAI’s consultants have developed a host of IP tools, methodologies, templates, checklists etc., which can help shorten the implementation and learning curve within your organization </li></ul>
    25. 25. ITSM Customers <ul><li>Training </li></ul><ul><ul><li>HP, Infosys, Wipro, Sun, Accenture, IBM, Genpact(GE), HCL, World Bank, Birlasoft, Axon Global, Fidelity etc </li></ul></ul><ul><li>Consulting </li></ul><ul><ul><li>Prudential Malaysia, Shinsei Bank India & Japan, Bank Muscat, Keane India, Misys, Unisys, Dubai Islamic Bank </li></ul></ul><ul><ul><li>and many more. </li></ul></ul>Indicative list
    26. 26. ITIL® Trainings and Accredited courses <ul><li>Foundation Certificate in ITSM </li></ul><ul><li>Practitioner Certificate in ITSM </li></ul><ul><li> -Problem Management Practitioner </li></ul><ul><li>-Change Management Practitioner </li></ul><ul><li>-Service Level Practitioner </li></ul><ul><li>-Service Desk & Incident Mgmt. </li></ul><ul><li>Manager Certificate in IT Service Management </li></ul><ul><li>-IT Service Delivery </li></ul><ul><li>-IT Service Support </li></ul><ul><li>Tailored ITIL ® / ISO 20000 Courses (non accredited) </li></ul>
    27. 27. Consulting <ul><li>Consulting for ITIL Implementation / ISO 20000 Certification </li></ul><ul><li>Consulting on CobiT </li></ul><ul><li>Process maturity assessment services </li></ul><ul><li>Specific Process Area Improvements </li></ul><ul><li>Automation Tool evaluation </li></ul><ul><li>Six Sigma for Continuous Improvement </li></ul>
    28. 28. ISO 20000 Journey A typical Journey leading to ISO20000 certification. The plan may vary to great extent, based on organization needs
    29. 29. QAI PLAN FOR ISO20000 Certification ITIL ® foundation Training Baseline Assessment Roadmap & Action Plan Consulting Focused Training Pre-Certification Audit(RCB) Certification Audit(RCB)
    30. 30. QUESTIONS?? For further queries: akshitam@qaiindia.com Thank You w w w . q a i a s i a . c o m

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