www.proactiveservices.com.au www.proactiveservices.co.nz 1

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Our theme for this edition of ITIL in the Real World is designed to show you how to enable the IT lifecycle to unlock the full benefits of ITIL V3 and achieve effective IT Governance through integration.

We have been working with a number of organisations to make IT Governance work for them. This has included helping customers plan for, and implement a Service Management Office (SMO) (see page 2), and seen the need to develop our very own CobiT Essentials training course (see page 3), which also forms part of our SMO solution. Of course, these services also complement our full suite of Service Management consultancy services and training courses!

If managing multiple service providers is a challenge for your organisation, then we can help!

Beat the GFC!We're seeing plenty of organisations 'batten down the hatches' with the

Global Financial Crisis, but we are also seeing many of our customers looking into other ways of conducting training and/or deciding on what training is necessary

to give the best return for both the organisation and individual staff.

The Education Programme service ProActive offer (see page 6) is proving to be of real value where organisations want a clear roadmap of

training for staff based around the company objectives / goals, and the department / job title of the individual staff member. The ROI

on this service is quickly realised through the development of a roadmap for all training (soft skills / hard skills / ITIL + more!)

over a period of time rather than an 'on-demand', person by person approach.

Similarly, on-site training is worth considering as a cost-effective option. Not only is the price per person significantly lower in an on-site course as compared to a public course, but an on-site course will assist with communication and team work. Through group discussion,

new ideas, projects and initiatives may lead to a whole new range of opportunities for improvement!

Talk to our Direct Sales team for pricing and tailoring options by calling 1300 880 911, or NZ 0800 11 56 56.

Integrated IT Governance.... 1

On-site Training: Beat the GFC! 1

The Service Management Office 2

IT Governance & CobiT Essentials 3

Training Course Schedule 4

Manager's Bridge Study Groups 4

ProActive trainers get KCS v4 verified! 5

Upcoming Events 5

Education Programmes - and SFIAplus 6

Unlocking the value of Assessments 7

Our Methodology 8

QnA: Service Catalogues - Where to start 8

www.proactiveservices.com.au www.proactiveservices.co.nz2

There is a growing requirement for governance models for both portfolio and project management as well as IT service delivery, particularly when these models can significantly reduce operational costs.

In addition, large organisations are now embracing multi sourcing in an attempt to reduce cost and improve services, but with this comes risk in controlling such a complex model.

In order to facilitate an overall integrated governance structure that will apply good practice across the service management lifecycle, a new governance function needs to exist, that will be responsible for integrating, promoting and delivering governance functions across the service value chain.

The Service Management Office (SMO) is a shared service responsible for the integration, promotion and delivery of good (or best) practice.

A Service Management Office is designed to help build a capability to manage the IT service lifecycle, by bringing together all relevant IT Governance, specifically:-

- ITSM as per ITIL Version 3- Security & Risk Management (ISO\IEC 270001)- Enterprise Architecture & the SW Delivery Lifecycle- Portfolio/Programme/Project Management, as Prince2 and

Managing Successful Programmes (P3M3), and- CobiT.

By providing an integrated IT Governance model, a SMO is able to define the governance function for both IT and the business and manage the risk in the delivery of IT services at the enterprise level.

In addition to the governance function, the SMO provides the required interface between the IT and External Service Providers (Outsourced IT), ensuring that as and when suppliers are added into the service delivery model, there are consistent models for process interlock and data interchange.

It is extremely important that any models around data ownership and RACI models are defined as part of the contractual obligations rather than after the event.

There can be much value in implementing best practice frameworks, recognised standards and multi-tier delivery models. With increased complexity comes increased risk, and increased governance.

The Service Management Office is an excellent structure to define, promote and deliver governance services to the business and IT, and help with the mitigation of risk within a multi sourced environment.

ProActive's approach for assisting customers build an SMO uses our existing BasePlan methodology as well as our coaching and mentoring services. (See Page 8 for a diagram of how our BasePlan methodology aligns to the Planning to Implement Service Management model, as outlined in the CSI book.)

A BaseCamp strategy definition workshop first brings together the governance stakeholders to agree the overall structure and delivery model for the SMO.

Next, ProActive's BaseOne assessment will look at the core processes associated with an integrated governance model, and provides feedback on maturity and service improvement. The ITIL v3 Process Maturity Framework (PMF), ISO27001 and the OGC P3M3 P3O are used to measure compliance against best practice. A detailed business case is produced detailing the financial benefits of the SMO, and how this links to business benefits and supporting KPI's.

The BaseTwo Process Design workshops then defines the changes to the customers process to adopt the Integrated Governance Model (IGM) and the Supplier Integration Model (SIM). During this activity, the following deliverables are met:

- Process Design for the SMO- Modification of existing ITSM processes - Job Roles and Responsibilities- RACI models, Swim Lanes and KPIs- Supplier Management Interface- Building the SMO Service Catalogue- Service Knowledge Management System, SKMS

In order to help individuals to understand the Integrated Governance Model, the 'ProActive Education Programme for the SMO' builds an individual training plan that closes the gap between functional responsibilities and individual's actions. A number of organisational workshops help process owners, managers and agents understand their roles and responsibilities, and how they work together within the service lifecycle.

Lastly, the assistance for early life support of the SMO would comprise mainly Coaching and Mentoring.

Our White Paper sheds more light on the subject if you are interested in learning more about the SMO! Contact info@proactiveservices.com.au to receive your electronic copy.

ww.proactiveservices.co.nz 3

As Australasia's longest serving ITIL training provider, ProActive is renowned for delivering a variety of quality ITIL courses from Foundation level right through to Expert Certification.

ProActive also offer complementary courses which are designed to supplement the learning outcomes taught in the V3 stream.

Whilst not a prerequisite to achieving the ITIL Expert Certification, these courses allow ITSM professionals the chance to broaden the scope of their ITIL learning and understanding whilst putting them that one step ahead in a competitive industry.

The newest of ProActive's complementary courses is CobiT; a framework that provides organisations with the necessary controls, processes and information to guide the implementation of IT Governance. Organisations are increasingly turning to CobiT as the importance of IT Governance is being rapidly being acknowledged as a vital element to achieving business strategy.

What is IT Governance?

In basic terms, IT Governance is a set of structures and processes that allow an organisation's IT and business strategies to align. Through the implementation of IT Governance, an organisation is better equipped to achieve its strategies and goals whilst tracking the success of its IT function.

Central to IT Governance is reducing or eliminating the incidence of risk, managing resources, measuring IT performance, strategic alignment and ensuring IT delivers its intended value to the organisation. It is integral to those organisations who would suffer from lost, damaged or leaked data or those that are bound by external authorities and standards such as Public Records Acts, audit requirements, data protection/privacy etc.

Why does your organisation need it?

With an average of 40-55% of IT projects failing or having no discernable benefits, Governance is integral to every organisation no matter its size.

If implemented successfully, Governance can provide the following benefits to an organisation:

- reduce wasteful spend on clumsy mistakes

- prevent loss of important data and records

- compliance with several standards and authorities

- make IT more responsive to business needs

- guide the success of IT initiatives

- reduces risk of IT failure.

Who Should Attend the CobiT Essentials Course?

ITSM professionals who want to gain insight into the CobiT framework and its use within organisations;

IT and business managers involved in the establishment and maintenance of a governance control framework; and

IT Assurance staff (risk and audit professionals) responsible for verifying the effectiveness of IT governance controls.

FOR MORE INFORMATION:

take a look at our brochure: CLICK HERE...

you'll find it on our website!

IT GOVERNANFOCUS AR

ITGOVERNANCE

VALUEVALUE

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DELIVERYSTRATEGIC

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Source: COBIT 4.1. ©2006-2007 ITGI. All rights reserved. Used by permission.

About

CobiT Essentials...

This three day course provides students with a

Foundation level of understanding of CobiT, including the

need for an IT Governance structure, the history of IT

Governance, the CobiT framework, and gives guidance on

applying CobiT in practice.

ProActive are official licencees of CobiT content for

training purposes, licensed by ISACA. If successful in

the multiple-choice exam, students come away

from the course with a CobiT Foundation

Certificate, issued by ISACA.

COBIOBIT T Control ontrol ObObjectives for jectives for Informationnformationand Related and Related Technologyechnology

4

The Manager's Bridge course now offers a study group...see what one of our students has to say about it!

www.proactiveservices.com.au www.proactiveservices.co.nz

ITIL V3 FoundationA 3-day course leading to the Foundation

Certificate in Version 3. Adelaide: 26-Aug-09 ~ 28-Aug-09 Auckland: 21-Sep-09 ~ 23-Sep-09 Brisbane: 17-Aug-09 ~ 19-Aug-09 12-Oct-09 ~ 14-Oct-09 Canberra: 5-Aug-09 ~ 7-Aug-09 30-Sep-09 ~ 2-Oct-09 25-Nov-09 ~ 27-Nov-09 Christchurch: 2-Sep-09 ~ 4-Sep-09 Hobart: 9-Sep-09 ~ 11-Sep-09 Melbourne: 25-Aug-09 ~ 27-Aug-09 12-Oct-09 ~ 14-Oct-09 23-Nov-09 ~ 25-Nov-09 Sydney: 5-Aug-09 ~ 7-Aug-09 14-Sep-09 ~ 16-Sep-09 26-Oct-09 ~ 28-Oct-09 9-Dec-09 ~ 11-Dec-09 Wellington: 16-Sep-09 ~ 18-Sep-09 9-Nov-09 ~ 11-Nov-09

ITIL V3 Foundation Bridging This two-day course is designed for V1/V2

Foundation Certificate holders to upgrade their certification to V3.

Adelaide: 30-Nov-09 ~ 1-Dec-09 Auckland: 24-Sep-09 ~ 25-Sep-09 10-Dec-09 ~ 11-Dec-09 Brisbane: 10-Sep-09 ~ 11-Sep-09 Canberra: 5-Nov-09 ~ 6-Nov-09 Christchurch: 30-Nov-09 ~ 1-Dec-09 Hobart: 7-Sep-09 ~ 8-Sep-09 Melbourne: 5-Nov-09 ~ 6-Nov-09 Sydney: 15-Oct-09 ~ 16-Oct-09 17-Dec-09 ~ 18-Dec-09 Wellington: 24-Aug-09 ~ 25-Aug-09 5-Nov-09 ~ 6-Nov-09

ITIL Manager's BridgingFor Manager's Certificate holders to bridge the

gap between ITIL V1/V2 and upgrade their knowledge to Version 3.

Canberra: 26-Oct-09 ~ 30-Oct-09 Melbourne: 9-Nov-09 ~ 13-Nov-09 Sydney: 2-Nov-09 ~ 6-Nov-09

CobiT EssentialsA 3-day course leading to international CobiT

Foundation Certification, issued by ISACA. Melbourne: 14-Oct-09 ~ 16-Oct-09 Sydney: 21-Oct-09 ~ 23-Oct-09

ITIL Capability CoursesThese 5 day courses accrue 4 credit points toward the achievement of the ITIL Expert.

V3 Intermediate Certificate in Operational

Support & Analysis (OS&A)

Auckland: 12-Oct-09 ~ 16-Oct-09 Brisbane: 19-Oct-09 ~ 23-Oct-09 Melbourne: 10-Aug-09 ~ 14-Aug-09 23-Nov-09 ~ 27-Nov-09 Sydney: 31-Aug-09 ~ 4-Sep-09

V3 Intermediate Certificate in Release, Control & Validation (RC&V)

Auckland: 7-Sep-09 ~ 11-Sep-09 Brisbane: 30-Nov-09 ~ 4-Dec-09 Canberra: 17-Aug-09 ~ 21-Aug-09 Melbourne: 5-Oct-09 ~ 9-Oct-09 Sydney: 19-Oct-09 ~ 23-Oct-09 Wellington: 5-Oct-09 ~ 9-Oct-09

V3 Intermediate Certificate in Service

Offerings & Agreements (SO&A) Brisbane: 21-Sep-09 ~ 25-Sep-09 Melbourne: 16-Nov-09 ~ 20-Nov-09 Sydney: 9-Nov-09 ~ 13-Nov-09 Wellington: 17-Aug-09 ~ 21-Aug-09

V3 Intermediate Certificate in Planning,

Protection & Optimisation (PP&O) Melbourne: 8-Feb-10 ~ 12-Feb-10 Sydney: 15-Mar-10 ~ 19-Mar-10 Wellington: 12-Apr-10 ~ 16-Apr-10

Software Asset Management

(SAM) Essentials A 3-day course where you will learn how to

manage your software assets effectively.

Brisbane: 7-Oct-09 ~ 9-Oct-09 Sydney: 23-Sep-09 ~ 25-Sep-09

Upcoming Courses....

V3 Certificate in Managing Across the Lifecycle. (MAL)

Students must have accrued at least 17 credits to attend this course. Successful completion of

this course gives the student the ITIL Expert Certificate.

Melbourne: 23-Nov-09 ~ 27-Nov-09 Sydney: 22-Feb-10 ~ 26-Feb-10

"I recently attended the V3 Managers Certificate Bridging course

with ProActive. The course was extremely well structured, allowing the group to not only cover the syllabus in detail but also discuss current issues and projects, enabling us to take the benefits straight

back into the business.

I also attended the Study Group prior to the training and this proved invaluable in targeting my reading to areas that would be in the course and exam. This allowed me to make the best use of the limited time I had to do revision prior to and during the

course. Without this, I would have struggled to cover the content of the text books.

Of course the most pleasing part was being part of a group that achieved

100% pass rate."- Craig Jones, Unilever Australia

Don't forget our cost-effective option for organisations requiring multiple staff to be trained.

On-site training is great for teamwork and communication - and the per student course price is often significantly lower!

If you have a group requiring training, contact our Account Representatives on AUS 1300 880 855 or NZ 0800 11 56 56

ProActive also schedule courses according to demand, so please register your interest with our team who will endeavor to meet your requirements. Dates and Locations are subject to change. Please check the website.

ww.proactiveservices.co.nz 5

The itSMF Australia 12th National Conference and Expo will be held in Sydney on the 18th - 20th August.

The theme is "PowerOn" which reflects the constant challenge for IT organisations to do more with less, while at the same time transitioning the

role of IT from service provider to business enabler.

We are very pleased to have Principal Consultant Michael Davies speaking at the Conference, as well as being Silver Sponsors for the event.

Michael will be presenting the following topics:

ProActive customers can register for the conference at a 7.5% discounted rate! Log onto www.itsmf.org.au/conference and then click Register Now. On the

Front Page click the Sponsor discount button, input the code DIS-04 (note this is case sensitive), then press TAB and complete the registration.

Come and visit our exhibition booth, meet some of our staff and find out more about Integrated IT Governance!

(L-R): Greg Oxton with ProActive's Leon Swart, Jon Phillips and Paul Bodie ......who all now understand the graphic on the whiteboard!!

The Consortium for Service Innovationis a nonprofit, alliance of industry leading

service and support organisations focused on developing innovative ways to improve the

customers' support experience.

For more information about the Consortium please visit the web site

www.serviceinnovation.org.

ProActive's Trainers get KCSsm Verified!

11.30 - 12.30 Tuesday 18 August:Stream C

Practical Availability Management - Using the Four P's

15.30 - 16:30 Wednesday 19 August: Stream D

Unlocking the Value in Maturity Assessments

GOING TO THE itSMF CONFERENCE??Get a discount for being a ProActive customer!

Click here to be taken to the web site

For a number of months now ProActive have been working on Knowledge Management both as an internal project and as part of wider projects for customers. In June, we were pleased to have the opportunity for Greg Oxton, Executive Director of the Consortium for Service Innovation present a webinar on the value of KCS plus visit Melbourne to deliver our first 3-day Knowledge Centred Support training course.

Part of Greg's visit was to formally verify three of our consultants so that they could officially deliver the training course and the consultancy services we offer. Leon Swart, Jon Phillips and Paul Bodie all took part in this verification process and now make up the 33% of worldwide trainers accredited to deliver KCS v4!

Paul Bodie commented: "KCS complements the Support Analysts knowledge and experience (it does not replace it)… and can be considered as the glue between Incident and Problem Management."

"The Consortium for Service Innovation is pleased to have ProActive Services as a provider of KCS Verified training. The KCS workshops are developed and maintained by the Consortium to offer the latest perspective on the KCS methodology. It is great to have ProActive as a training partner" stated Greg Oxton, Executive Director of the Consortium for Service Innovation.

Case studies show that KCS solves cases faster, optimises use of resources, enables e-Services Strategy, and builds organisational learning.

We look forward to the opportunity of showing our customers our passion for KCS and the benefits

that it provides! Download the KCS training

brochure here!

www.proactiveservices.com.au www.proactiveservices.co.nz6

Process Assessment

Organisation Analysis

Capability Analysis

OrganisationWorkshop(s)

Training Roadmap and Plan4

2 3 51

Roles & Responsibilities

RACI Model

Swim Lane Activities

KPI’s

RoleDefinitionSFIAplus

ProActive's Education Programme Service

ProActive recently introduced SFIAplus (Skills Framework for the Information Age), to customers at events located in Melbourne and Sydney, with guest speaker Roy Shepherd from the British Computer Society (BCS).

SFIAplus forms part of ProActive's Education Programme, (see information below left) and is used as a basis for assessing organisation's skill level in comparison to industry standards.

SFIA is a fairly well known product, developed by the BCS and is used by many organisations. It provides a single paragraph job description, available for download from the BCS website. SFIAplus goes into a lot more detail, is backed up by web based tools, and is available under licence only.

SFIAplus allows organisations to apply a standard framework to the specific skills, qualifications, competencies and responsibilities required for typical roles within the IT industry. It not only takes the headache out of writing endless job descriptions, but it can substantially increase productivity and consistency saving organisations valuable time and money.

SFIAplus also provides specific guidelines for IT professionalism, whereby each employee is aware of the specific measures that entitle them to reach higher levels or change roles within their organisation. This has several benefits including:

providing the ability to map employees' career paths;Ensuring the right people are placed in the right role, and that these roles are carried out most efficiently;Managers have a better understanding of each role and the abilities of each employee in that role;organisations can customise their own job descriptions;employees are more motivated to add to their skill base, qualifications and have a clear understanding of what is required to progress to the next stage of their career; andproviding tangible evidence and guidance to support the Performance Review and Learning Path process.

As the only reseller of SFIAPlus in Australia / New Zealand, the BCS have acknowledged ProActive's leadership in this area, and are working with us to: a) localise the tool, incorporating local qualifications, and b) extend it to incorporate our newer education offerings of CobiT, Prince2 and KCS.

If you would like any further information on SFIAplus, contact us on 1300 880 855 or NZ 0800 11 56 56.

Planning for up-skilling of staff can be complex and time consuming. There are many considerations including:

assessment of existing skills; customising individual training programs so that staff have the "right amount" of information; maintaining the appropriate level of skill for each functional role;developing the "cultural blueprint" required so that staff adopt the appropriate behaviors; and providing for ongoing internal and external factors that will impact the execution of Service Delivery over time.

The ProActive Education Programme offers a comprehensive approach to equipping your team with the relevant skills to provide exceptional customer service, and increase efficiency and effectiveness.

The overall ProActive Education Programme is integrated to achieve maximum benefit for your training investment. However, ProActive can assist at any point in the process depending on whether you require a full Capability Assessment or simply individual training solutions for your personnel.

SFIAplus:“It is great to benchmark my team’s qualifications

and skills against international data. Ultimately this will provide a path to greater success both

individually and as an organisation”

“This will help my team enormously in understanding the career opportunities that are available to them

and the training / skills that are required to achieve a selected role in the IT department”

"A quick simple solution for what has been a time consuming task!"

Now available in Australia & New Zealand

either as a stand alone product, or utilised

as part of ProActive's Education

Programme Service!

ww.proactiveservices.co.nz 7

IT Service Management (ITSM) maturity assessments have been around for over ten years and many organisations have used them over that time as part of an overall initiative to implement good practice.

However, it is likely that in many cases, the full benefits of maturity assessment are not being realised.

Sometimes there is a view that assessments are just part of the process of service improvement and are undertaken

because 'good practice says that they should be' rather than with the objective of using the results

of assessment to drive ongoing improvement to maximise benefit.

In a White Paper just released, Michael Davies, Principal Consultant at ProActive Services outlines three different "views" of

assessment; ITIL, CobiT, and ISO/IEC 15504: Process Assessment Contexts.

So what's the value in Maturity Assessments?

Combining the ITIL, CobiT and ISO/IEC 15504 viewpoints, we can say that maturity assessments can be used for any of the following reasons:

1. To identify areas where an organisation might be lagging behind its peers and/ or accepted good practice that might constitute risks that need to be managed.

2. To 'draw a line in the sand' to compare and measure ongoing improvement.

3. To identify specific opportunities for improvement that will eliminate or at least alleviate current pain points.

4. To assess the capabilities of service providers.

And finally, if we can broaden the assessment scope to look beyond ITSM processes:

5. To identify broader issues (non-process) that have the potential to constrain or even derail improvement initiatives.

ProActive started to use the Process Maturity Framework as the basis for its ITSM assessment services in 2005 and extended it to include a 6th dimension - interfaces, to the standard 5 dimensions. In late 2008, when we reviewed our ITSM assessment service again, we recognised that, while they were delivering good value to our clients and had been updated to cover ITIL V3, there remained opportunities to make further improvements.

Our focus, in the review, was to capture the knowledge and experience of our top consultants in a form that allowed it to be used by other consultants and potentially for client self-assessment; and to ensure consistency across the team, particularly in the case of a re-assessment.

AssessSM: Unlocks further Value

Since starting to use AssessSM, our automated tool, at the end of 2008 for all our ITIL V3 and ISO/IEC 20000 process assessment services, we have seen the following additional benefits:

The knowledge of our most experienced consultants has been captured in an easy to use format

Inconsistency between consultants has been removed

Improved consistency has enhanced benchmarking capability

Assessments can now be undertaken effectively by assessors with less practical experience in ITSM

We can now offer our clients self assessment capability, where required

Organisations can compare their performance with that of their peers from both ITSM process and E=PMF dimension perspectives.

ProActive's comprehensive assessment model incorporates the four vital elements of people, process, product and partners that can be used to drive ongoing service improvement and unlock real value for an enterprise.

It is essential that improvement activity is linked to business benefits so that focus and resources can be applied to those initiatives that will deliver the greatest return on investment.

Effective maturity assessment can play a key role in prioritising where investment should be made and providing business justification.

OUR METHODOLOGYOUR METHODOLOGY

www.proactiveservices.com.au www.proactiveservices.co.nz8

a document or a dataEssssentially the Servhat a key IT services ththhat contains ka Service rs. To create abuusiness can

ddressed:Cattalogue,

e what are equired, ieUnnderstaCatalogues are Service Catyou ggoing

used, are:

e in the next contract e to use in - We need it d it in onegotiation with our customer, or

- We need it so that our users know what services they can order.

Assign an owner and resources to ensure that this work is completed. The use of project management principles to ensure that the work is scheduled and completed will be an advantage.

Create a policy for the Service Catalogue to ensure that the guidance and governance aspects are defined

Define the services and create service definitions and descriptions. This is the activity that will more than likely take the most effort and will therefore be significant in duration.

Involve your customer!! It is advisable to make the customer part of this exercise. After all, who is going to be a primary user of the Service Catalogue?

Manage expectations: The creation of the Service Catalogue is not something that will be done within a week or two (depending on the number of services of course)

The points above will provide the springboard to get you going in terms of the creation of a Service Catalogue.

We want to create a Service Catalogue – where do we start?

Service Catalogue is a dos key information about the ke

an offer to its users and customer, the following points need to be ad

and why the Service Catalogue is reg to use it for. Examples where Se

in order to be able to

s and customints need to be

ce Catalogue isles wh

What is ourVision?

Where are we now?

Where do wewant to be?

How do we get where we want?

How do we knowwe have arrived? Metrics

Process Change

MeasurableTargets

Maintainingthe momentum

BaselineAssessments

Diagram Crown Copyright 2007.Reproduced with permission of OGC.

BaseCamp

BaseOne

BaseTwo

BaseTwo, Four, (Planning)Five, (Design) & Six (Deploy)

BaseThree

BaseTwo & BaseSeven (Reassess)

Strategy, Vision &Business Objectives Strategy Definition

Baseline Assessment

CSIP Planning

As mentioned in our article on Page 2, ProActive's approach for all consultancy services follows our proven BasePlan methodology. As can be seen in the diagram below, BasePlan aligns to the Planning to Implement Service Management model, as outlined in the CSI book.

Using this approach ProActive's services are now represented diagrammatically using what we like to call the "House of IT". All of these services (except training of course) use BasePlan as the basis for the approach to delivery of the service.

Please contact us if you are interested in further information on how these services might benefit your organisation.

ProActive Services Pty Ltd ABN 42 006 674 791

(AUS) 1300 880 855 Fax: 03 9696 4565(NZ) 0800 11 56 56 Fax: 0800 11 56 57(Other Locations) +61 3 9696 4344Email: info@proactiveservices.com.auInformation is subject to change. "ITIL in the Real World" and BasePlan are registered trademarks of ProActive Services. ITIL is a registered trademark of OGC. KCS is a servicemark of the Consortium for Service Innovation. SFIAplus is a trademark of the BCS. Copyright August 2009

HOW PROACTIVE CAN HELP: Our 'House of IT'