Service Improvement Manager

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Service Improvement Manager (SIM) is a revolutionary software solution that provides a means of measuring, managing and improving your IT processes against leading frameworks and international standards such as ITIL^®, ISO/IEC 20000, ISO/IEC 27001.

SIM brings together our years of consulting experience and extensive knowledge into a complete solution that lets you measure, manage and improve your processes in a pragmatic and cost-effective way.

• Assess: Used by consultants and as a self-assessment tool
• Baseline: Accurately measures process compliance & maturity
• Benchmark: Compare your maturity across industry sectors
• Improve: Tasks and improvement activities are generated automatically

Assessment Evidence Roles Tasks Reports Assessment Questionnaire Service Improvement Manager has been designed to facilitate detailed and comprehensive assessments based upon leading IT standards such as ISO/IEC 20000 for Service Management. Each assessment is comprised of a comprehensive set of questions to ensure that a proper in-depth analysis of your capability levels can be accurately determined. The format and structure of each assessment is based on standards and the experience of professionals working across a variety of industry sectors and geographical boundaries. Evidence When an assessment is performed by internal or external consultants and auditors, a detailed analysis of suitable evidence to support a standards-based compliance audit must be gathered and properly reviewed. SIM allows the details of these documents and records used as part of the assessment to be formally recorded and tracked. This information, along with the rest of the SIM self-assessment data may then be provided to the third-party auditor engaged to perform a formal compliance audit. Roles & Responsibilities Service Improvement Manager provides the ability to define all key roles and responsibilities for each of the process areas. Appropriately recording these details for important resources such as process owners, managers, the leadership team and other staff allows for tasks and activities to be assigned to individuals or teams and tracked over time. Automated Task Creation Another key feature that sets Service Improvement Manager apart from all other tools is the means by which improvement activities are automatically generated based upon your responses to the assessment questionnaire. We have developed a sophisticated algorithm to analyse specific assessment responses and process interrelationships in order to determine and prioritize the set of activities to be performed next. Baseline & Benchmark Reporting Unlike most other consultant-led assessments, SIM takes you several steps further with the generation of a variety of reports that analyse the current and future compliance and capability/maturity of your key process areas. These reports cover everything from process compliance, maturity, improvement targets, quality management (plan-do-check-act) and comparative benchmark data.

Service Management: ITIL^® and ISO/IEC 20000

Information Security Management: ISO/IEC 27001