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A holistic approach to information and related technology management consulting can be applied to address various tasks, such as: - Structural reformation of the IT organization (including the functional structure, management standards and reporting and control principles)
- Development of the IT management strategy
- Development of the key productivity indicators scorecard to assess the IT organization
- Development of the internal IT management control system, which is in demand by the large enterprises and those experiencing frequent external audits on behalf of the stakeholders or the governing bodies
- Planning the automation of the IT activities and selection of the automation tools
The above tasks are usually not in the scope of the IT Service management (ITSM). These tasks are concerned with various areas that the ICT are influenced by: the strategic planning, project management, organizational structure, corporate culture, personnel motivation, competences management, resource management in a geographically distributed enterprise, etc. As a framework to address these tasks we use various bodies of knowledge and standards: - ITIL v2/v3 (all our leading consultants hold ITIL Expert certification);
- ISO 9001 (ГОСТ Р ИСО 9001-2001);
- ISO 12207 (ГОСТ Р ИСО/МЭК 12207-99);
- ISO 19011 (ГОСТ Р ИСО 19011-2003);
- ISO/IEC 20000;
- COBIT;
- eTOM;
- and more.
The deliverables and the team The lifespan and the deliverables of such project vary considerably, and mostly depend on the specifics of the task. The duration can be as short as 2–3 weeks of consulting session or as long as several years of a holistic organization re-design programs. Only experts with vast managerial and project experience perform as our leading consultants. Their experiences include working with organization of different scale and with non-standard tasks. Additional services After the project is complete, we can offer the following services to our customers: - additional inspections and assessments in order to analyze the current processes, and to identify problems and issues and to suggest corrective actions;
- framework and knowledge support for the process managers and the process owners that would enable the process controls (the documents, record and reports, facilitating the key process actors, conflict resolution and issue identification). Such a support will gradually result in transferring the knowledge and capabilities from the consultant to the customer;
- technical support for the ITSM automation solution that would have been created during the project;
- technical and knowledge support for the processes and the automation tool — we can directly assist you improve and update the processes and the software that automates the processes.
Examples of the project completed Here are some of the projects that Cleverics consultants have completed: - establishing the commercial department (for RZD, 2010);
- building a holistic ICT-services management system (for Metrokom, 2010);
- reforming the IT-services management system (for the Saint-Petersburg Bank, 2008-2010);
- preparing the ITSM solution migration (for Banque Societe Generale Vostok / BSGV, 2009);
- developing the concept of IT operations automation system (Vneshekonombank, 2008-2009).
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