IT Infrastructure Library (ITIL)
Best Practice Consulting

Fusion Business Solutions has developed a comprehensive range of best practice consultancy solutions to help organisations align technology provision with their business goals. Whatever service management issues need to be addressed, Fusion has a service solution designed to not only overcome the issues but deliver the full benefits expected from each best practice process.

Fusion Business Solutions ITIL Consultancy Services centre on the process approach defined within the ITIL best practice framework for IT Service Management. Each service solution help deliver the one or a group of processes, and the associated benefits, outlined in the ITIL best practice framework. The Fusion Business Solutions Roadmap to Maturity enables any technology organisation to mature their operational processes in a controlled manner by focusing consultancy services on those key day-to-day issues that are impacting business services. The Roadmap also maps closely to the four level Gartner Maturity Model and ensures that an organisation not only achieves its maturity aims but also delivers the business benefits that it seeks from each improved maturity level.

The services included within the Roadmap to Maturity are:

• Reactive processes
  • Service Desk and Incident Management - Fusions Service Desk solution provides incident management centres upon BMC Remedy Help Desk technology. Fusion has extensive experience of implementing Remedy’s Help Desk and has developed a structured methodology for effective and speedy implementation.
• Proactive processes
  • Service Monitoring and Control (SMC) – SMC processes are responsible for the real time observation and alerting on the current health conditions within an IT environment. Wherever possible and appropriate, SMC will correct service exceptions automatically or gather relevant data that can be used elsewhere to investigate the root cause of a service failure, or to further improve and optimise service delivery.
  • Change Management – Change Management is designed to introduce processes aimed at ensuring an efficient and effective response to handling both Business and Technology driven changes. Implementing effective change management is one of the first steps required to mature from primarily reactive to proactive processes.
  • Unavailability Management - Unavailability Management focuses on a number of core best practices. These are Problem Management (including elements of Availability Management such as Service Outage Analysis), Release Management (including Patch Management and Software Update Management) and are aimed at reducing service downtime.
  • Configuration Management - The Configuration Management solution aims to deliver the necessary process to deliver the configuration data requirements of all other operational processes and the effective interfaces between them.
• Service processes
  • Availability Planning - Availability planning delivers a proactive approach to ensuring that cost effective and appropriate resources are available for all existing and new services whenever and wherever they are required, thus ensuring the availability of business services whenever needed. Availability planning covers three core areas, Capacity Management, Availability Management and Application Sizing.
  • IT Service Continuity Management (ITSCM) – ITSCM works in parallel with Business Continuity to ensure that the business processes can continue to be performed irrespective of the abnormal circumstances being experienced (e.g. Fire, Flood).
  • Service Level Management (SLM) - Without implementing proactive processes (i.e. Problem/Change Management) and mature Availability planning processes (i.e. Capacity/Availability Management) it is virtually impossible to deliver an effective SLM process. Once these are in place, the SLM solution delivers the processes in order to maintain and improve service quality and to improve the business/technology relationship.
• Value Added processes
  • Financial Management – Financial Management processes allow a technology provider to effectively manage the financial resources used in providing technology services

The Fusion Business Solutions Roadmap to Maturity services aim to deliver best practice processes and our consultants will work with key customer stakeholders to integrate these processes with new technology, implemented alongside the processes, or those technologies that currently exist.

ITIL Best Practice Consulting services encompass all of the ITIL processes and includes but is not limited to the following service offerings:

• Service Desk
• Service Monitoring and Control
• Unavailability Management
• Configuration Management
• Availability Planning
• IT Service Continuity
• Service Level Management
• Financial Management for IT Services