Fifalde Consulting Approach to IT Service Management Improvements:

Our approach ‘Fifalde Blueprint for Success’ is based on six (6) basic stages shown in the figure below and defined as such:

  • The improvement mandate must be managed as a project by a qualified project management team – Fifalde-Manage
  • The information collected by our resources must be analyzed and the knowledge produced transferred to our client to ensure success and continuity within the client organization – Fifalde-Reveal
  • To ensure quality planning, which will be the foundation of the improvement project, our resources are certified at the highest level of ITIL® Service Manager (v2) and/or Expert and have an extensive experience in federal, provincial and private sector – Fifalde-Plan
  • Development and implementation of solution must be based on well established standards, models of best practices and templates as well as proven robust – Fifalde-Enhance
  • Improvement targets can only be achieved by the presence of quality control criteria established in advance and monitored during implementation – Fifalde-Control
  • Organizational changes must remain a priority and should be managed seriously to ensure the success of not only the initial implementation but also the continuous improvement overtime – Fifalde-Improve

Below are examples of some of the activities of key stages of our approach:

Stage 1 – Maturity Assessment (Fifalde Reveal)

  • Study current customer process
  • Recommend standard process framework
  • Determine gap and submit reports
  • Develop road map process improvement for the customer

Stage 2 – Solution Scoping, Planning and Set-up (Fifalde Plan)

  • Customer readiness evaluation/confirmation
  • Review and analyze customer environment and preparation
  • Prepare Solution Requirements
  • Prepare Solution Strategy
  • Conduct Project Planning
  • Map business processes, align process owner and metrics
  • Maintenance and delivery strategy
  • Workshop prototype development

Stage 3 – Solution Design and Build (Fifalde Enhance)

  • Solution design planning
  • Define Tool Requirements
  • System architecture design
  • Design user interfaces
  • Configuration design
  • Design customization and integration
  • Ensure design cohesiveness, reuse and integration
  • Data conversion design
  • Develop test plans and cases
  • Develop deployment plan
  • Develop Resource Plan
  • Develop Communication Plan
  • Prepare design documents (frameworks and process guides)
  • Detail Requirement and Application Model
  • Refine Architecture Model
  • Prepare Build planning
  • Prepare Environment
  • Configure
  • Prepare Transition Plan
  • Build integration and customization
  • Build test cases
  • Prepare training material (process and tool)
  • Review overall quality of artefacts/deliverables
  • Perform System and Integration Testing
  • Communication Plan
  • Training Plan

Stage 4 – Solution Transition and Validation (Fifalde Control)

  • Validating planning
  • Monitoring
  • Performance Measures
  • Conduct user acceptance test (UAT)
  • Deployment planning update
  • Provide training
  • Setup Production Environment
  • Migrate solution to production
  • Production test and sign-off
  • Go-live
  • Transition support to customer
  • Perform Post Implementation Review (PIR)

Stage 5 – Improvement (Fifalde Improve)

  • Plan Review
  • Improvement authorization
  • Prioritize actions

Stage 6 – Management of the Project (Fifalde Manage)

  • Project Charter
  • Project Management Plan
  • Project Scheduling
  • Project Control
  • Project Closure and Lessons Learned

Notice: All information presented may not be a best fit for every customer and can be tailored to each customer.