ITSM 80:20 – A new ITIL Best Practice solution for small-to-medium businesses
Small-to-medium businesses (SMBs) must deliver world-class service on a small company budget. With increasing financial pressures and constraints, an already over-stretched workforce and increasingly demanding customer base, we are all acutely aware of the need to continue to increase the level and quality of service, whilst at the same reduce the overall cost of IT; in other words ‘do more for less’.
Unlike larger enterprises that have significant resources to cultivate comprehensive IT policies and processes, you must concentrate on your core business before thinking about ITIL best practices. This can all too easily result in the ‘hero culture’ i.e. constantly “fighting fires” and surviving purely by the goodwill and commitment of your staff, rather than taking a structured, proactive and pragmatic stance to delivering real business value. You struggle with the cost and effort of developing and embedding new and more efficient processes and justifying the up-front investment they require, while knowing they can help you in the medium to long term through lower management costs and improved visibility into the delivery of IT services.
This is where aap3’s ITSM 80:20 solution comes in………
Our talented and experienced IT Service Management professionals have developed a new and accelerated solution known as the ITSM 80:20 model. We have applied the ‘Pareto Principal’, also known as the 80-20 rule – ‘the law of the vital few’ to IT Service Management.
The ITIL V3 Service Life-Cycle encompasses multiple processes and capabilities, all of which have their place within an enterprise level organisation with a budget to match its size, complexity and revenue generation. However at aap3, we believe SMB’s can achieve 80% of the benefit of ITIL best practice for 20% of the time, cost and effort by delivering a structured, service –focused solution centred on 5 of the core capabilities:
‘the vital few’
- Incident Management (inc. IT Service Desk)
- Problem Management
- Change Management
- Service Asset/Inventory Management
- Service Level Management
We also apply the Pareto Principal to the adoption of these selected ITSM 80:20 cornerstone capabilities as follows:
- Our tried and tested suite of ‘tools, methods and techniques’ instantly delivers SMB’s with 80% of the required policies, processes, associated documentation and reporting, ‘out-of-the-box’
- Our value is added by using our ‘real world’ knowledge and expertise to design the vital 20% to ensure the newly defined processes are unique and fit-for-purpose to your organisation
In short aap3 will unlock 80% the value of ITIL best practice in your organisation for 20% of the cost and in weeks rather than months. At aap3 our ethos is to provide our clients with ‘clarity, vision and tangible service value’, which is why we offer a fixed price for a pre-agreed and defined set of tangible deliverables.
Solution Benefits
The ITSM 80:20 solution will deliver 80% of the value of the ITIL best practice framework within weeks rather than months. Furthermore, aap3 will work collaboratively with you to ensure a successful service transition and provide you with the many benefits including:
- Comprehensive documented Policies, Processes & Procedures
- Associated documentation. e.g. Service Catalogue SLA’s
- Key Performance Indicators to measure the progress and success of the implemented processes
- Increased First Line Fix rates at the Service Desk
- Reduction in number of abandoned calls
- Proactive customer engagement & communications every time
- Fit for Purpose Management Information reporting
- Increased visibility and communication of Changes to both the business and IT staff
- Improved risk assessment
- A reduced adverse impact of Changes on service quality
- Greater ability to absorb larger volumes of Change
