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The Axios Best Practice methodology and offerings are structured around the sequence of a Best Practice Service Improvement Program. Individual consulting services have been designed to support each phase.

Initiation Phase

Health Check
This is a high level review of the processes, supporting documentation and tools currently in use to identify your organization’s position and gain a general understanding of what you plan to achieve through future improvement projects.
The output from this review is an analysis report identifying the strengths, weaknesses, opportunities and threats (SWOT) based on stakeholder and management input. This report can be used to develop a business case for project initiation or to assist management in gauging IT’s current position and future workload requirements.

ITIL / ISO/IEC 20000 Awareness Presentations
Our consultants can deliver tailored half day or full day presentations to board, senior management and members of staff to raise the awareness of the benefits in implementing Best Practice frameworks and standards and the work typically involved with such projects.

Strategy Phase

The Strategy Workshop assists organizations to identify the crucial factors to be considered when embarking on a Service Improvement Program, including the vision and impact, roles and responsibilities, time scales involved, financial implications and risk / success factors. The work involved prepares IT management and manages business expectation.

Baseline and Design

Gap Analysis
This consulting service comprises a comprehensive examination of the environment, processes, supporting documentation and tools in use, in order to identify gaps with regards to Best Practice alignment or ISO/IEC 20000 compliance.

Maturity Assessments
This consulting service offers CMMI (Capability Maturity Model Integration) based assessments of the current processes in place within the organization’s IT department, looking at both the level of use and maturity of the processes in use.

Service Identification
Many IT organizations struggle to list the services that are actually supported. Our Best Practice Consultants conduct an objective review of the services currently delivered, including cost and resources involved, with a view to determining a definitive Service Catalog.

Service Requirements
Focussing on the business as a whole, this consulting analyzes the current and future service needs of your organization. This covers the infrastructure and services supported, the structure of service delivery and the processes and approach required to enable IT to proactively support the business in achieving its overall objectives.

Key Performance Indicators and Metrics
Based on the particular environment of your organization, our Best Practice Consultants assist you in determining the most appropriate metrics to ensure effective management information. These can range from Service Desk metrics to trend analysis and SLA target performance.

Service Improvement Definition

Our Best Practice Consultants review findings from a Gap Analysis and develop a Service Improvement Program, based on the initial vision agreed by the stakeholders. This exercise involves ascertaining and prioritizing the tasks to improve service, manage risk and identify success factors, which will then be agreed with the organization’s key stakeholders.

Transition of Service Improvement

Process Definition Workshops
Process Definition Workshops are conducted as part of the Service Improvement Program. Where no process exists, our Best Practice Consultants run the workshops to assist the organization in developing and defining the required processes.

Alignment Workshops
Alignment workshops are conducted as part of a Service Improvement Program to assist IT departments in identifying the root cause for misalignment of current process areas. Using the skills and experience of our Best Practice Division ensures that effective action items and tasks are identified and allocated within the Service Improvement team.

Best Practice Consultation
This is a consulting service offering an independent input to Best Practice ITIL or ISO/IEC 20000 implementations, whether conducted as an internal project or outsourced to another vendor. This consultation identifies any current and potential future failings within planned implementations and also helps internally to eliminate potential political and cultural issues that may be faced. Our consultants have a vast scope of experience within all industry sectors in assisting organizations to develop such Service Improvement and Best Practice implementations.

Assessment Exercise
Assessment Exercises can be completed as support tasks for Service Improvement Programs (internally or through other vendors) or as part of a Service Improvement Program conducted by the Axios Best Practice Consulting team. The assessments ensure that tasks allocated and action items delegated are completed within agreed timescales and Best Practice alignment is maintained continuously during the Service Improvement implementation.

Product Implementation
Our consultants will work with you to determine the requirements of a product implementation. These products will be implemented to support the processes defined as part of the Service Improvement Program. Our experienced consultants can guide you towards a successful tool implementation in line with industry Best Practice.

Service Improvement Handover

Post Implementation Review and Handover
This exercise is completed at the end of a Service Improvement Program before handover. During Post Implementation Reviews the Axios consultants work with stakeholders to identify the successes in achieving the vision agreed during the scoping at the beginning of the project. Additional requirements are also discussed and agreed; final documentation is completed for project handover.

ISO/IEC 20000 Support

ISO/IEC 20000 Readiness Review
The Axios Best Practice Division includes a number of experienced ISO/IEC 20000 consultants to assist organizations in assessing the current readiness for an ISO audit. Our consultants review current documentation, environment and resources to determine the current position with regards to the audit.

ISO/IEC 20000 Pre-Audits
These pre-audits are completed under the same audit conditions as if conducted by an ISO/IEC 20000 qualified auditor, to help organizations in preparing for the actual audit. A report is submitted to the organization based on the standard report typically submitted by an audit body.

ISO/IEC 20000 Audit Preparations and Support
The Axios Best Practice Division provides experienced consultants to support an organization in preparing for an ISO audit. Our consultants assist in the engagement of the audit body, the definition of the scope of audit, audit requirements and ensuring resource, documentation, tool demonstrations and additional requirements are available for the Auditor, and that business-as-usual tasks are conducted during the audit phase.

Post ISO/IEC 20000 Audit Support
The Axios Best Practice Division provides support post-audit to assist in clarification of any observations from the auditors, implementing any remedial actions, celebrating a successful Certification and maintaining momentum between audits.

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