QAI -ITSM Practice Presentation

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Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],® 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

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

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Company Background:QAI w w w . q a i a s i a . c o m

QAI Service Profile w w w . q a i a s i a . c o m ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],X Practices Vehicles of Delivery

IT Infrastructure Library ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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

ITIL® highlights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Some more operational benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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

and many more… Who is using ITIL®

What is ISO 20000? ,[object Object],[object Object],[object Object],[object Object],ISO 20000 is the world's first formal standard for IT Service Management.

ISO 20000–Business Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ISO 20000 Standard- Structure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ISO20000

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

ISO 20000 Certification scheme ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],QAI’s ITSM leadership

QAI’s ITSM leadership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

QAI’s ITSM leadership ,[object Object],[object Object]

ITSM Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],Indicative list

ITIL® Trainings and Accredited courses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Consulting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ISO 20000 Journey A typical Journey leading to ISO20000 certification. The plan may vary to great extent, based on organization needs

QAI PLAN FOR ISO20000 Certification ITIL ® foundation Training Baseline Assessment Roadmap & Action Plan Consulting Focused Training Pre-Certification Audit(RCB) Certification Audit(RCB)

QUESTIONS?? For further queries: akshitam@qaiindia.com Thank You w w w . q a i a s i a . c o m

QAI -ITSM Practice Presentation

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QAI -ITSM Practice Presentation