Service management implementation support and training needs assessment

The project issues
Harrow LB wished to adopt ITIL (Information Technology Infrastructure Library) as their service management standard in order to drive improvements within the IT service. The Council commissioned Socitm Consulting to produce a project brief and plan for managing this project, in particular to help them monitor progress and communicate the project.

The Socitm Consulting solution
In order to develop the project brief, we undertook a Base-Line assessment of Service Process Achievement, using the OGC developed self-assessment tool, facilitated by Socitm Consulting. The assessment:

• Identified the areas in need of significant improvement and of significant strength
• Identified the areas where quick wins were possible
• Enabled comparison at a future time in order to assess whether changes have had the desired effect on processes
• Determined the extent of existing processes and practices, highlighting strengths and weaknesses, opportunities and threats

A separate Training Needs Assessment:

• Identified the staff who will become experts and who can work with consultants to develop and implement ITIL service management processes (ultimately doing it themselves)
• Identified the staff who can improve at a micro level their process to comply with the ITIL standard
• Identified training needs and costs

The benefits to the client
By using our experience of ITIL structure and practice, Socitm Consulting was able to propose a tailored solution of a national standard that has the real potential to increase service delivery and service support within the IT Service.

Project identification /summary
Client organisation: London Borough of Harrow
Client contact: Sam Curling, Head of IT, 0208 424 7687, sam.curling@harrow.gov.uk.
Lead consultant: liz.varga@socitmconsulting.co.uk
Project no: 4992