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Consultancy
ISO20000
Assessment
This customised assessment supports your IT organisation in
improving service quality. The assessment results serve as the basis
for a continuous improvement program and facilitate adoption and
achievement of ISO/IEC20000 certification. CTG supports the
improvement effort through ISO/IEC20000 awareness workshop sessions,
implementation or adaptation of IT processes, and tool selection and
implementation.
ITSM Process Assessment
The overall goal of the assessment
is to help your IT organisation improve service quality and support
continuous improvement programs. An
IT service management assessment delivers:
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A complete,
objective picture of the
current IT processes that pinpoints their strengths, weaknesses, and
maturity
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Tangible,
feasible suggestions for improvement, including quick wins
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A realistic plan for implementing
the improvements
ITSM Process Design
Effective IT
service management is a key differentiator for IT-intensive
companies in competitive markets that are heavily dependent on IT.
CTG's quality and project approach helps your IT staff achieve a
higher level of maturity in IT processes, resulting in greater
efficiency and control. Your organization's service management
processes will be improved, documented, deployed, and anchored in
your daily operations. If necessary to support streamlining of IT
processes, our experts work with you to evaluate, select, and
configure appropriate tools. CTG considers its work done only when
you have formally signed off on each project.
ITSMBoX
 ITSMBoX is CTG's answer to your needs for a pragmatic approach for process
implementations. We have consolidated our in-house ITIL Service
Management knowledge with 40 years years of process consultancy
experience into a web-based interface. The ready-to-use processes
are combined with a roles and responsibility description, RACI
matrix and lots of built-in 'tips and tricks', which guarantees a
quick and successful implementation. The process representation
using BPMN provides a clear and concise view, easy to adapt to your
needs.
ISO 20000 Workshop
This one-day workshop, delivered at your workplace, includes
presentations and coaching that raises awareness of ISO20000
standards to enable the IT organisation improve its service quality
as part of a continuous improvement program.
ITSM Process
Workshops
The workshops identify and establish the major elements of your IT
processes. The workshop 'three-step' approach is tailored to your
organisation and covers intake interview, workshop and report
delivery.
Apollo XIII
'Apollo 13: an ITSM case experience' is an intensive one-day
training course in which ITIL concepts and processes are not only
explained, but also experienced by the course attendees through the
use of an interactive game, with training simulating 'real-life'
situations taken from the Apollo 13 mission. Course attendees work
in teams, playing the roles of the mission operations ground crew
charged with bringing the crippled craft and its crew safely home.
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Sourcing
Service Desk Services
The service desk acts as the ‘ambassador’ for your organisation’s ICT department and its performance reflects on your IT organisation
as a whole. CTG service desk support focuses on what is important to
you, at any level of responsibility and complexity, including
availability of call agents, customer perception of the service
desk, improvement of first-call resolution rate, or implementation
of service level management. We can help you set up a service desk
from scratch, integrate existing service desks, analyse and optimise
your service desk performance, or operate the service desk for you.
ITSM Process
Management and Execution
Many
organizations struggle with the start-up of process-oriented
workflows. Process owners are appointed, but the day-to-day workload
prevents an intensive launch of the new process or
procedure. CTG’s experienced professionals can assist with start-up,
staffing, or coaching of ITIL processes at either the management
or execution’ level, while process ownership stays within your
organization. Areas of expertise include service support processes, service delivery
processes, and application management.
IT Technology
Implementation
CTG services implementation services are backed by
strategic partnership with companies such as:
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Training
ITIL Awareness
This one-day course aims to familiarise its audience with basic ITIL
principles and provide background knowledge of the philosophies governing
the ITIL approach. The course offers a broad yet detailed overview of all
ITIL practices areas and applies the ITIL framework to the real world by
placing it within the context of the issues IT deals with in fulfilling
business needs. Read
more
ITIL Foundation
The objective of
this course is to introduce the concepts and processes of service
management, support, and delivery. Participants learn how the ITIL
framework, processes, and procedures ensure stable, high-quality
services. The course shows how ITIL can become a driver for change
and improvement and fully prepares the participants for the
Foundation Certificate in IT Service.
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Cobit Awareness
This one-day course provides a brief introduction to the Cobit 4 management
framework with the ability to incorporate the basics of IT governance. The
Cobit Awareness course provides a general overview of the Cobit framework,
the different parts of the model and the defined control structure that is
applied.
Cobit Foundation
This two-day course provides a detailed overview of the Cobit 4 management
framework with the ability to incorporate the basics of IT governance. This
course is ideal for management and staff who might be involved in the
strategy development, application management and infrastructure management
of internal IT departments.
Call
Handling
As the primary
interface between users and the ICT department, the service desk acts
as the ambassador for your organisation’s ICT
department, and efficient call handling is key to high
customer satisfaction.
This one-day course
covers the basic concepts of call handling and describes special
techniques that can make a vital difference between a 'satisfied'
and a 'delighted' customer.
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Software Training
Through our
partnerships, CTG offers a wide range of HP and OmniTracker software
training classes. These multi-day courses offer an interactive,
practical, and thorough insight in the HP and OmniTracker software tools. The
courses may support a tool implementation with a client.
Participants are offered a range of theoretic modules with a chance
to take lab exercises after every module. Training is provided by HP
and OmniTracker
certified trainers.
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