The challenge in IT Service Management is to deliver and support effective, efficient, and reliable technology solutions the business can leverage to meet or beat the competition. Delivering to these expectations requires management competence and maturity based on a structured, focused, disciplined, and accountable operations framework. Descriptive best practice guidance from ITIL and prescriptive frameworks like the Microsoft Operations Framework combine to offer IT executives and managers a game plan - and playbook - for IT service management success.

Process1st Performance Engineering specializes in helping IT service organizations learn about, adopt, and adapt ITIL and the Microsoft Operations Framework. We offer a variety of education and consulting services designed to help clients achieve high levels of management maturity and effectiveness.

ITIL Assessment Services:
  • ITIL Process Management and Maturity Assessment
  • ISO/IEC 20000 Readiness Assessment
  • IT Service Management Software Assessment
  • Documentation Review
  • Customer Satisfaction Review
ITIL Implementation Services:
  • ITIL Implementation Plan Development
  • Service Process Design
  • Service Catalog Development and Documentation
  • ITIL Measurement and Reporting Systems
  • Install, Setup, and Populate the Configuration Management Database (CMDB)
  • Install, Setup, and Populate the Asset Management Database
  • Install, Setup, and Populate the Knowledge Management Content and System
  • Conduct Physical Inventory of All IT Assets
  • Management and Staff Training and Workshops
  • Implement CRM and Service Management Software
ITIL Education and Training:
  • Executive Briefings and Workshops
  • IT Directors, Managers, and Supervisors Training
  • Implementation Management Training
  • ITIL Certification Training
  • ISO/IEC 20000 Certification Training
  • Simplified Asset and Configuration Management Systems
ITIL Documentation Services:
Producing useful, quality, and compliant documentation is no easy task. And many organizations simply don't have the resources, time or experience needed to write, proofread, publish, distribute, and archive all the documentation. As a business writer who specializes in ITIL and IT Service Management documentation, I can help your organization plan, organize, write, publish, distribute, and update the full range of documentation.
  • ITIL Service Process Definition Documents
  • Policy and Procedures Documents
  • Process Diagrams and Flowcharts
  • Service Catalog
  • Service Level Agreements
  • Operating Level Agreements
  • Third Party Vendor - Underpinning Contract Development
  • Configuration Management Database (CMDB): Logical Data Model
  • Self-Help and Knowledgebase content
  • Incident Management: Interactive resolution process scripts (for agents)
  • Troubleshooting Guides
  • Performance Evaluation Measurement Templates
  • Work Instructions
  • Training Materials
  • User Guides
  • Reference Materials
  • Online Help