Service Desk Implementation – Implementation support for the processes to support Self Service, Service Catalog, Incident Management, and Problem Management creating an optimal core Service Desk and support function

Knowledge Management – The addition of Knowledge Management processes according to knowledge centered support standards to annotate and enrich the quality of support data for more effective and efficient service provision

Service Release and Control – Creation and implementation of the Change & Release Management processes to optimize Service quality, minimize risk and manage key deployment activities

Inventory & Configuration Management – Establish the hub of the Service Management lifecycle with the implementation of the CMDB design creating a core data repository, with discovery and capture of data and relationship mapping to enable a true understanding of the Service architecture

Service Level & Availability Management – Document and define the commitments of the Service organization to their customers with Service Level Agreements, Operational Level Agreements, Supplier Contracts and the associated availability requirements and calculations to meet these expectations

Process Report Development – Ensure the successful capture and production of key Service Management Critical Success Factors and Key Performance Indicators

ITIL Compatible Support Tools – Assistance and program management for the selection, configuration and implementation of the appropriate support tool functionality to ensure the effective underpinning of the new processes