Training
Management Consulting
Solutions

PHASED APPROACH

Business Process Consulting
RJR Innovations Professional Services are designed and delivered to optimize your solutions performance and maximize the value of your business rules, goals, and processes at every stage of your IT services and asset management deployment and beyond. Our service professionals are experts who are ready to assist you with any level of service, from acting as the project lead and guiding you through the required stages of the services continuum, to supplementing your existing resources.

Business Process Design and Implementation: RJR Innovations can assess and document your existing processes and tools and-using the ITIL best-practices approach-define new processes that will streamline your work effort and improve your services to end users. Perform a review of your current help desk policies and procedures to identify areas for increased efficiency. Examine and make recommendations to improve your call flow and incident handling to improve productivity Perform a needs analysis for asset tracking, change control, and knowledge management Perform an inspection of the hardware and software employed on the help desk and make recommendations for changes where needed. Evaluate use of features and make recommendations where applicable. Review current escalation and notification procedures. Evaluate management's reporting needs and how they are being met.

Evaluate the staffing and organizational breakdown of the service operations Provide recommendations for additional training where needed. Perform a technical review to ensure compliance with minimum standards and application requirements. Evaluate the need for design changes and make recommendations for the modifications required Provide an evaluation of the help desk's mission statement, service level agreements, and standard operating procedures-and make recommendations for updates, as needed This exercise enables the configuration of Magic's workflow engine to meet your business rules, service level commitments and contractual obligations.

IT Service Delivery Assessment
RJR Innovations can provide a detailed review of your current IT service and asset management practices to identify how you can realize major benefits from using new internal business processes, or by adopting an IT services and asset management model. RJR Innovations can then develop a business case for an IT services and asset management implementation.

Proposal Support
RJR Innovations can provide IT Service Providers with in-depth assistance on the business, technical, service level and commercial requirements for an IT services and asset management system.

Strategic Design
provide you with a detailed analysis of your operations, and provide you with a plan for: Help desk policies and support procedures Incident management and call flow. Analyze the reporting requirements of the organization. Determine Service Level Agreements (SLAs) with your customers. Analyze Capacity planning. Business organization and structure Customer or employee base. Review specific reporting requirements and the data-capture methods used to support these requirements. Reviewing knowledge management requirements Group access, permissions, and security concerns on the help desk External systems, including providing a plan for the continued use and integration of these systems with the new help desk application.

Migration strategy for moving existing data forward to the new application Upcoming changes to the organization that could affect the help desk Business logic requirements, including recommendations for notification and escalation procedures. Training needs for the organization, including administrators, end users, and support personnel