glopore ims cts service offerings
TRANSCRIPT
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GLOPORE IMS SERVICE PORTFOLIO-
ITSM FOCUSED
CONSULTING AND TRAINING SERVICES (CTS)
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AGENDUM2
GLOPORE IMS – An Introduction IT Service Management – An Overview ITIL , ISO/IEC 20000 – The Evolution GIMS Service Offerings – A Snapshot
GIMS Training Services GIMS Consulting Services
GLOPORE IMS – The Differentiators Engagement Models Discussion – The Sales Point of View
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GLOPORE IMS – AN INTRODUCTION
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An Entrepreneurial venture started in 2006 Local presence – Bengaluru, Boston and London Three main business lines:
IT Infrastructure Management Services (IMS) Consulting and Training Services (CTS) Infrastructure and Technology Solutions (ITS)
Over 50 prestigious Customers and a 55 member and growing, high-quality Team
Winner of the ‘Best Startup’ (Services), Startup City, 2009 Customer Centric, partnership and alliances based Service Portfolio
A Pure-Play IT Service Management Company
Mission: Enable our Customers achieve their Core Business Objectives through our innovative and high-quality ITSM Services
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ITSM – OVERVIEW
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ITSM - AN OVERVIEW5
The definition of ‘Service’“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks” ITIL Glossary
Differences with product
PRODUCT SERVICETangible Intangible
Separate transactions for production, delivery and transaction
Delivery and consumption happens simultaneously
Quality assurance and control Quality assurance only
Production quality measures Delivery quality measures
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THE SERVICE NATURE OF IT6
Customers always want their business processes to be effective and efficient in order to achieve the business objectives
Customers clearly understand that it may be ‘Technology A’ today and ‘Technology B’ tomorrow, which would enable them to be effective and efficient
Customers want their primary focus and efforts to be put in only on running and improving the business processes to achieve their goals
Customers need a focused partner to own the enablement part, along with the specific risks and costs associated with this enablement- ie. provide enablement as a SERVICE
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IT SERVICE MANAGEMENT (ITSM)7
The need is now to manage IT as a ‘service’ and thus provide ‘value’ to the customers
The definition of Service Management“A set of specialized organizational capabilities for providing value to customers in the form of services” ITIL Glossary
Questions that need answers: So how do IT Service providers do this? Are there any good practices available for acquiring this capability? Are there Experts to help us achieve ‘ITSM’ excellence? Can we self learn or can someone qualified teach us this art? Are there automation or tools available to help with this need? How much this practice would cost us ( or is it free)? Is there a way to benchmark your achievements? What are the minimum requirements to claim ITSM excellence?
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ITIL® AND ISO/IEC 20000 - EVOLUTION
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Business-ITIntegration
Business-ITAlignment
Service Focus
IT Service Management
1990’s onwards
Resource Focus
1980’s – 90’s
IT Infrastructure Management
1970’s – 80’s
Systems Management
GITIMM
ITIMF
ITIL V1 ITIL V2 ITIL V3
BS15000 ISO/IEC 20000
Late 1980’s
2003
1990’s 2000’s
2005
2007
ITIL Service Manager
certification
ITIL Foundation certification
1992 1995
ITIL Practitioner certification
1997
ITSMF
New V3 qualification
scheme
2007
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GIMS CONSULTING AND TRAINING SERVICES (CTS)
- SERVICE OFFERINGS
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CTS SERVICE OFFERINGS - SNAPSHOT
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Information Security
Management (ISM)
IT Service Management
(ITSM)
IT Governance
(ITG)Focus Areas
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CONSULTING SERVICES
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CONSULTING SERVICES12
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CONSULTING SERVICES – A BRIEF13
Enterprise Certification – ISO/IEC 20000 Executive Briefings for Management Buy-in Readiness Assessments and GAP Analysis Certification Roadmap Development - Planning Certification Readiness Assistance - Implementation Internal Audits, RCB Selection and Liaising
End to End Certification Assistance Service
Phase-Wise Enablement Services
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CONSULTING SERVICES – A BRIEF14
IT Service Improvement (ITSI) – ITIL®
Executive Briefings Business Case Development IT Service Management Maturity
Assessments ITSI Roadmap Development - Planning ITSI Deployment Assistance -
Implementation Process Re-engineering Process Automation People Enablement Rollout Handholding
Continuous Service Improvement (CSI)
End to End Transformation
Assistance Service
Phase-Wise Enablement Services
Specialized Services• Service Desk, • CMDB • Service Catalogue
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CONSULTING SERVICES – A BRIEF15
Service Management Automation (SMA) SMA - Strategy Development SMA - RFP Development Service Management Tool Evaluation Process Automation Implementation Assistance
Functional Requirements Development Automation Acceptance Testing
SMA - Tool and Vendor Selection Service Management Tool Aggregation
Discrete Services
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TRAINING SERVICES
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TRAINING SERVICES17
EXIN Accredited ITIL® Version -2 and 3
Information Security Awareness
ISO/IEC 20000 Awareness and Consultant
CObIT Awareness and Foundation
‘CORPORATE’ AND ‘PUBLIC’ TRAININGS
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ITIL® TRAININGS – SNAPSHOT18
ITIL V3 Foundation Certification
Lifecycle Modules Capability Modules
PPO SOA RCV OSASS SD ST SO CSI
AdvancedITIL Professional Diploma
ITIL V2 Foundation Certification
ITIL Qualification ITIL Qualification SchemeScheme
V2 Practitioner Certification
Singles
Clustered
V2 Service Manager
V3 Manager Bridge
ITIL Expert
Managing Across Lifecycle
V3 Foundation Bridge V3 Foundation Bridge
ITIL Master
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EXIN ACCREDITED ITIL® TRAININGS
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Trainings are instructor lead and classroom based Trainers, Materials and Exams are EXIN accredited Courseware is from FOXIT, world leader in ITIL® education Apollo 13- Simulation option for practical learning experience Most Popular ITIL® Trainings
V3 Foundation – 3 Days, including certification No entry criteria, IT experience suggested
V3 Foundation Bridge – 1 ½ day, including certification V2 foundation certificate is a prerequisite
V2 Service Manager – 6 Days Fast Track Extended hours training, Certification after a minimum or 30 days V2 foundation and 3 years managerial experience, a prerequisite
V3 Managers Bridge – 4 Days, including certification V2 Managers certificate a prerequisite
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GIMS DIFFERENTIATORS
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CONSULTING – DIFFERENTIATORS 21
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TRAININGS – DIFFERENTIATORS
We don’t believe in ‘SELL WHAT YOU HAVE’ theory. We counsel our
Customers
We do NOT use ‘Trainers’ for our
courses; it is our ITSM CONSULTANTS who
TUTOR
We select EXAMPLES that suit the audience
group to make the best out of their own
experience
We NOT ONLY teach WHAT a concept is, but we explain the reasons WHY one should know
Our objective is to ENABLE a "Service
Management thought process" in our
customers
It is GAURENTEED, one would not just listen and
learn, but would "EXPERIENCE" our
training
Our trainings are NOT presentation driven, if used, it is just to kick-
start a discussion
Our Consultant Trainers, World Class training aids
and rigorous Quality Check – Key ingredients
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EDUCATION PAR
EXCELLENCE
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GIMS ADVANTAGE
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Organization focused on ITSM Excellence
Team with proven expertise and global experience
Tool and Vendor independence
Flexible engagement models
Alliances with global ITSM Leaders
“GLOPORE IMS was very accommodative in understanding our need and flexible to our
schedule. The Consultant from GLOPORE IMS is very knowledgeable in the area of his
deliverables.”
Voice of our Customers!
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ENGAGEMENT MODELS
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ENGAGEMENT MODELS25
Trainings and Workshops Corporate, In-house Corporate, Resident Public – Regular and Weekend Fixed Priced with Group and Corporate Discounts
Consulting Delivery - Onsite, Offshore, Hybrid Pricing - T&M, Fixed Priced, Deliverable Based
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THE SALES VIEWPOINT - A DISCUSSION
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TYPICAL CONSULTING ENGAGEMENT
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Lead identificatio
n & assessment
Initial discussion with Pre-
sales
Initial Discussion –
Sales & Client
Client - Pre-Engagement Questionnai
re
Clarification Discussion with client
Submit Proposal
Pre- Engagement Phase
Delivery informed on
probable start
Client and delivery PM
finalize start
Logistics & Administrati
on Coordinatio
n
Delivery team
identified and PM
assigned
Prepare for Client
Culture – Work & Geo
Onsite Project Kick-off session
Engagement Initiation Phase
Onsite Project
Delivery
Delivery Quality Check
Project Managemen
t
Offsite Project Support
Billing and Receivables Managemen
t
Relationship Managemen
t
Engagement Delivery Phase
Onsite Project Closure Session
VOC- Client Feedback
Practice Knowledge-
base updates
Case Study Preparation
Up-selling opportunity identificatio
n
Generate New Lead
Engagement Closure Phase
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QUESTIONS?
Thank you for your time