The Art of Service Method of Implementation (AMI).

ITSM Consultancy

When we are asked to
provide expert assistance with ITIL®, we look at a simple, yet
effective model of categorising our deliverables. These areas are
Feasibility, Awareness, Planning, Implementation and After-Care.

This is The Art of Service Method of Implementation

We have further defined our consultancy
offering into 3 categories.


The process assessment is a complex area,
which is difficult to condense into a few
It is
however one of the most common engagements that we are involved
often realise that while, self-assessment is an option, to get an
objective opinion it is necessary to involve external

The Art of Service fully
acknowledges that we help organisations to properly use the
self-assessment questionnaire, but we supplement that with more
detailed analysis and recommendations for the future.

Assessments are comprised
of 5 distinct phases. Each phase can be taken or left out, or
conducted to different levels.
(a) Benefits Ranking
(b) Process
maturity review questionnaire
(c) IT Strategic
(d) Business to IT Alignment
(e) Current
Technology to ITIL® Alignment review

Process maturity
assessments or SCAN’s can last anywhere from 15 to 30 days depending
on the size of the organisation. Ask about our ITIL® Readiness
Review. A short term, fixed cost assignment.


Following on from assessments is the
requirement to assist with process implementation.

In this capacity we provide
direct lead or coaching. We will take on the tough roles that
require someone to own implementation activities or we will support
someone within your own organisation that has been tasked with such
a challenging task.

In implementation
activities we classify our service offerings into three


The odd thing about the ITIL® Framework is
that it is not new. That’s right; the fundamentals of what the
framework stands for are like antiques. They have been around for
a long time.

Most IT Managers understand the concept that to deliver an
efficient and effective service you need to have repeatable and
measurable ways of working. ITIL® is simply a way of looking at
activities to ensure that they are adding

One of
the most popular methods of getting quick and real results is to
run an implementation workshop. Gather together the key people
involved in a process area of set of processes and have one of our
staff facilitate an implementation workshop.

Review the best practice,
discuss the realities and get a vision for how the process will
work in your organisation.


Planning exercises are quite often used by
consultancy companies to stretch a unit of work into unnecessary
weeks or months of activities.
All the while that the planning activities are underway,
others in the organisation are impatiently waiting to take new
found knowledge and skills and start to make it
ITIL® process implementation does not have to be a long drawn out
process. The way to get support from both operational staff and
sponsors of the project is to get some quick
framework allows this to happen. You do not have to spend months
designing the ultimate process flow. Start with a smaller plan and
build upon it’s success to drive through further

F1 conjures up images of very fast moving racing
cars or the most widely pressed key on computer keyboards the
world over.
scenarios describe how we can work with you during ITIL®
implementation exercises.

Quite often you will need
an expert in the ITIL® framework. You require someone to hit the
ground running and to lend fast, but expert assistance.

At other times you need
to be able to rely on a consistent supply of skills and help
regarding the ITIL® framework.

Both scenarios are an F1
service, from The Art of Service.

3. Trouble

We are often asked by clients to review an area
of their IT management, with a view to making some suggestions on
how improvements can be made.
This is trouble shooter.

 total service management1.png  

Quite often our
clients know or sense that there is an area that needs some
urgent attention. This is when we are asked to make an
objective assessment and guide the organisation in making some
typical trouble shooter service is an assignment of 5 to 8

The first days are spent
in “discovery”. This is where we uncover the underlying issues
that are facing the organisation and the individuals involved. We
use the information gathered in discovery to prepare a workshop
involving all stakeholders.

The workshop itself is a
review of what we learnt and how tangible improvements can be
made. The outcome of each workshop is to map out measurable action

Follow up visits are
intended to review the progress made against the action steps
agreed by all stakeholders.

For more information on our
consulting services please contact us by
email or call 1300 13 44 99.