Evergreen Systems Process Consulting

Evergreen is a Platinum HP enterprise software reseller and a one-stop shop for ITIL, ITSM and ITAM Process Improvement and Automation, offering process consulting that includes:

• ITIL Maturity Assessment and Alignment, which benchmarks clients’ current operations against ITIL best practices and provides recommendations and strategic and tactical implementation plans.
• Service Catalog Consulting, which helps clients develop a service catalog through an eight-step approach, including service structure, service descriptions and SLAs.
• Change Management Consulting helping organizations balance technical and business risks through an organized approach to centralized change and configuration management and control.
• Configuration Management Consulting focusing on the configuration management process and remote desktop revision and version control and management.
• Service and Asset Management Consulting helping organizations optimize their service and asset management operations.

Maturity Assessment and Alignment

Quality IT services aligned with business goals require a transformation of IT operations from a component-oriented ‘silo’ view to a business-oriented view. Gartner says that 'fewer that 20% of large organizations' have made that transition, but with our help, yours can be one.

We deliver a comprehensive assessment and roadmap engagement in a compressed timeframe that will benchmark your organization against ITIL best practices as well as give you the details and the technology needed to actually begin re-engineering critical processes. ITIL assessments benchmark your operations against ITIL best practices applied to Service and Asset Management and Data Center and Client Automation.

Our final assessment leaves your organization with a plan, including timeframes and milestones, staff education and training, leveraging new or existing technology and identifying quantifiable ROI on your IT investment.

Download Evergreen’s brochure on its ITIL Assessment and Alignment Services

Service Catalog Consulting

Driving efficiency and productivity in IT operations is a perennial challenge. Whether your goal is to resolve service quality issues, reduce the costs of IT operations or simply to improve the perception of IT within your business, a comprehensive IT Service Catalog is a powerful and effective tool.

An IT Service Catalog will help you establish a common language and 'expectation set' across your organization, influencing organizational as well as customer behavior to the benefit of the organization. What’s more, you’ll be able to clearly communicate the services your IT organization provides to the business and/or partner organizations and the associated costs of those services, as well as your baseline service delivery standards.

Designing an IT Service Catalog that meets your organization’s unique needs typically requires several months dedicated to planning and implementation, both from a process and technology perspective. The Service Catalog must be designed in a way that accommodates constant changes as new services are being defined, old services are removed and service attributes are modified (service level agreements, objectives, measurement criteria, etc.).

There are several activities that occur at the front end of your project that can significantly accelerate or delay your progress and impact your ultimate success. That’s where Evergreen Systems can help, with a fast-track, fixed-price consulting engagement that will place your Service Catalog initiative on the path to success. Our quick start moves you quickly through development and implementation of:

• A Services Framework that defines the standard service terminology used to describe the categories of services that your IT organization provides.
• A Value-Based Strategy that identifies the business value associated with any IT improvement, which is critical to long-term success. Evergreen consultants will work with you to make sure your Service Catalog implementation plan is driven by where you think that value lies.
• Services Definitions that identify the business-critical services IT delivers under the standard Services Framework, including underlying contracts, operation level agreements, service level agreements and costs.
• Business Alignment, which aligns the services delivered to their respective business clients, then helps you prioritize those services to drive better planning and management decision-making.
• A Process and Compliance Framework Approach that leverages the relevant components of industry standard best practice processes such as the IT Infrastructure Library (ITIL) and the Control Objectives for Information and Related Technologies (COBIT®).
• Technology Enablement which helps you evaluate technologies that can play a significant role in the ultimate success of your Service Catalog initiative. The more complex the catalog, the more important technology is in not only building and maintaining your catalog, but also in presenting it to your target audience. Evergreen will work with you to leverage the technologies and capabilites you already have to provide support for your initiative.

Change Management Consulting

Evergreen’s Change Management consulting engagement involves updating critical systems before failures impact revenue and IT operations.

Evergreen’s Change Management engagement takes a systematic approach to ‘changing Change’ in your organization:

• First, we help you establish clearly defined best practice processes based on ITIL guidelines. We then use standard COBIT® measurement elements to gauge compliance with the established processes. This combined approach ensures compliance with Sarbanes-Oxley and other requirements.
• Using our multi-phased approach to completing changes will help you ensure that all aspects of a change are considered and that contingency plans are created in the case of a failed change. This won’t mean that all changes will be completed flawlessly, but it does ensure that a failed change won’t create a crisis.
• Evergreen’s automated risk and impact analysis process ensures all relevant business and technical issues are considered and properly weighed.
• Evergreen’s automated change management approval process sets change levels based on established financial, business and technical considerations. Approvals are then routed to the proper approval levels using the fastest, most efficient means possible.
• Evergreen works with your business units to determine the right program for your business requirements. We then create comprehensive, centrally run CM programs. Key components include establishing a Policies and Procedures Guide; creating a Change Advisory Board; establishing performance metrics and associated reports; and developing of a Forward Schedule of Changes. Then we put the policy into a central process and automate it with technology—driving a high degree of adoption quickly. Everyone involved works in the same system.
• Evergreen’s system automatically records all actions including who, what and when and documents them for a complete and accurate audit trail.

Evergreen Systems can help you evaluate your enterprise change management needs and establish effective policy, update processes and automate them with technology to ensure adoption across your organization.

Configuration Management Database (CMDB) Consulting

Evergreen offers consulting services that can help your organization implement a configuration management database (CMDB). As defined by ITIL, the CMDB is a central repository of all Configuration Items (CIs) defined as the components and relationships within an IT infrastructure, including people, processes and automation technology.

Evergreen takes a systematic approach to helping your organization design and implement a CMDB by:

• Determining the best technology solution, starting with the tools you already have in place and identifying best-of-breed solutions
• Designing a process, policy and compliance framework based on your unique needs and organizational structure that ensures the consistency and reliability of your CMDB over time
• Establishing key performance indicators (KPIs) and associated metrics, aligned with your business priorities to ensure you receive the long-term resources and commitment you’ll need
• Addressing organizational change, working with the real political and cultural challenges within your organization and developing effective strategies for overcoming the natural tendency to resist change

Our engagement methodology includes a specific focus that assists your organization in developing:

• Business value alignment that links a CMDB initiative to value the business has prioritized
• Organizational readiness that prepares your organization for the inevitable changes a CMDB drives
• An organizational roadmap that coincides with planned process and technology changes to ensure that a foundation for support and organizational structure is in place
• Policies for policy process and compliance that assess your current environment.

Policy process evaluation include processes such as your:

• CI procurement processes
• Configuration management processes
• Change and release management processes
• Documentation processes
• Governance and compliance processes
• IT asset management processes
• Human resource processes
• Incident and problem management processes

As with technology and organizational changes, our CMDB roadmap will include a policy and process focus that will lay out necessary process initiatives and improvements and that coincide with technology and organizational enhancements. This helps ensure that a foundation of process and governance is in place to support the CMDB when you move to production.

The result of our CMDB engagement is an open architecture allowing automated integration with other data sources with the ability to:

• * Define and classify Configuration Items (CIs) hierarchically
• * Define CI attributes by classification
• * Classify child CI classifications to inherit the attribute values of the parent
• * Define relationship types
• * Relate CIs to one another in definable ways (types of relationships)
• * Visualize CIs, their attributes and relationships
• * Relate CIs to incident, problem and change records
• * Associate CIs with respective lines of business and customers

Our CMDB engagement also helps your organization sort out the complex and sometimes political decisions about who 'owns' the CMDB within your organization and then defines a proposed standards and governance structure that meets your organization’s unique needs.

Evergreen ROI Offers Bundle Process Improvement with Technology Consulting