IT documents and templates – why reinvent the wheel?


For many years the consulting industry has enjoyed the luxury of charging (in many cases) very high rates for material and deliverables that have been recycled from other similar client engagements and modified to meet the requirements of the new client. This allows consulting organizations to continue to maximize margins using lower skilled resources to … Continue reading IT documents and templates – why reinvent the wheel?

What are Service Level Agreements? SLAs


A service level agreement (SLA) is a formal document that defines a working relationship between parties to a service contract. The standing of the SLA depends on whether the service is being provided by an internal (In-house central department/function) or an external (Bought-in) service provider. As well as defining key areas, a Service Level Agreement … Continue reading What are Service Level Agreements? SLAs

What is an IT Service Catalog?


A service catalog is a very useful tool for communicating the value of an IT department and what this brings to a business. Consulting cloud offers a template of this document to allow businesses to simply tailor the example for their specific company. A key function of a Service Catalog template is to provide a basis … Continue reading What is an IT Service Catalog?

Why Outsource your Information Technology?


There are many reasons why companies outsource. Here are 9 of the top reasons: Reduce and control operating costs. When you outsource, you eliminate the costs associated with hiring an employee, such as management oversight, training, health insurance, employment taxes, retirement plans etc. Improve company focus. It is neither practical, nor possible to be a jack … Continue reading Why Outsource your Information Technology?

Don’t pay for “reinventing the wheel”


For many years the Consulting industry has enjoyed the luxury of charging (in many cases) very high rates for material and deliverables that have been recycled from other similar client engagements and modified to meet the requirements of the new client. This allows Consulting organizations to continue to maximize margins using lower skilled resources to … Continue reading Don’t pay for “reinventing the wheel”

Service Desk (Help Desk) call handling tips


Within an IT Service Center, Service Desk or Help Desk, the customer experience when calling is just as important as the ability to resolve or handle their issue.  As one of the primary entry points, the Service Center leaves an indelible impression on the customer of the level of professionalism of the organization as a … Continue reading Service Desk (Help Desk) call handling tips

What is Service Process Architecture? Why do you need it?


Service Process Architecture is the architecture framework for all service level processes. Its objective is to identify and understand each process and its relationship with other processes. It also defines tools that will directly and indirectly support the processes. The overall objective is to deliver services effectively and efficiently, and a Service Process Architecture will deliver … Continue reading What is Service Process Architecture? Why do you need it?

ITIL activities and associated documents


If you are building or developing your ITIL framework the following list of activities and associated documents might assist you to expedite the implementation. Each link will take you to the Consulting Cloud website where you will be able to browse and download documents related to each activity. You will also find on the website … Continue reading ITIL activities and associated documents

ITIL Maturity Assessment Chart


This chart shows ITIL Maturity Levels and the general charactertics of each level. You can use this chart to perform a quick assesment of your current ITIL implementation state. Level Characteristics Area to work on Description   0       Absence No or little evidence       1       Initial Ad hoc/chaotic Process planning and management Within … Continue reading ITIL Maturity Assessment Chart