Services & Solutions

Optimizing IT Service Management and Operations

Driving Programs and Project Management

Introducing Knowledge Management

Designing and Developing Enterprise Scorecard

Evaluating, Selecting and Implementing Tools

Solutions That Drive Efficiencies

BSM Solutions offers five core solutions that improve the way an organization utilizes its people, its technology and it business processes.

Clients benefit from optimized business processes, role definition and tool configuration because resources do tasks more effectively, more quickly, and without duplication. This reduces costs.

BSM Solutions uses a no-nonsense, fast methodology for all project, process and program management, cherry picking from various best practices.

Optimizing IT Service Management and Operations

The goal of this solution is to provide the client with more streamlined business processes surrounding the support and delivery of operational services.

The scope of this solution varies depending on the client needs. There is the option for a ground-up analysis, design and development of an end-to-end suite of processes with the strategic goal of aligning effective and low-cost IT services with current and future needs of end-customers and the business. Such a program would involve a high-level strategy and roadmap, followed by a series of process analyses and reengineering, training, implementation and rollout. Key deliverables are typically:

• suite of interdependent core process documents with associated policies, procedures and instructions on tools
• guidelines, templates and forms that support the key processes
• employee roles and accountability
• service catalog
• knowledgebase
• metrics catalog with suggested scorecard KPIs

Alternatively, a client may request a compressed engagement focusing on one or a few core process improvement initiatives - for example change and release management.

Various quality systems or best practices are used as appropriate to the individual project or client. These include PMP and PRINCE2 (complex project management), TL9000, ITIL versions 2 and 3, and CMMI.

Driving Program and Project Management

BSM Solutions offers technical program and project management services to augment client staff when schedules are compressed and deadlines are approaching. Staff are certified in PMP and PRINCE2. Typical deliverables include:

• project plan, including schedule and communication plan
• training plan
• business and technical requirements specifications
• project scorecard reports
• issues and risk matrices
• specific product deliverables

Introducing Knowledge Management

Knowledge management consists of the creation and maintenance of a service portfolio and catalog, and a knowledgebase system and content.

Managing a service portfolio involves defining and controlling current service offerings as well as managing retired services and developing new solutions. This lifecycle approach to service management is designed to deal with timely services implementations according to market needs.

A Service Catalog is basically a written statement of IT services, default levels and options. A major part of Service Level Management is the definition and detailed listing of IT services within a Service Catalog. The first question to ask is what is a service? - not a simple question. Service Catalogs can be simple or complex, depending on the nature of the client business.

Typical deliverables include:

• catalog of services - whether in a document or service desk or intranet
• knowledgebase tool

Evaluating, Selecting and Implementing Tools

The goal of this solution is to leave the clients with the necessary information to select a specific supplier or vendor using a thorough Request for Information (RFI) and Request for Proposal (RFP) processes. Typical deliverables include:

• Initial matrix of categorized key requirements with agreed weighting
• vendor responses from the RFI process
• vendor responses from the RFP process
• lab-based test plan, scripts and results
• suppler management process document

Designing and Developing Enterprise Scorecard

The goal of this solution is to leave the client with a comprehensive set of key performance or success indicators (KPIs or KSIs) at the group, process and project level.

Depending on the scope of the engagement, the client may request a high-level design of a reporting mechanism to display KPIs at multiple levels. Alternatively, the client may demand a wholesale implementation of a reporting system. Key deliverables may be:

• Metrics catalog
• Requirements Statement for Enterprise Scorecard
• Design specification for business intelligence integration
• Physical design and implementation guide for reporting tool

© 2008 BSM (Business Services Management) Solutions