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Crux ITIL audit

The bundle of Crux ITIL audit services provides the sufficient knowledge base important for the successful implementation of process managing of the IT services into day-to-day running of the company.

The following activities are available within the scope of Crux ITIL services:

I. Crux ITIL training

Training regarding issues of ITIL, the primary aim is to introduce the company’s employees with the basic principles of ITIL (adumbration of the implementation advantages of ITIL into the company’s infrastructure and warning on the possible difficulties which may generally occur when ITIL is being implemented into the companies’ organisational structures). The training is divided into several training blocks describing the individual fundumental principles of the ITIL scope.

• The first traning block conveys the basic knowledge of the ITIL issues. It is primarily designed for the brodest company’s audience (IT users, employees of the IT department and the company’s management).
• The second training block is devoted to the operational support of the IT services (efficient management of the IT services’ failures, managing of the users’ requirements of the change of IT service, mapping the IT infrastructure and effective exploitation of these information for the IT support. The crutial issue of this training block is a Service Desk and the importance of this feature in the processing managing model of the IT services).
• The third training block is limited to the definitions of the general scopes defining the existence of the IT services. The focus of this block will be mainly put on the codification of the level of the IT services (definition of the level of service stated in SLA contract), the service delivery in appropriate capacity and ensuring (and codification) of the services renewal mechanisms after the failure together with the guaranteed accessibility definition of the IT service. The issue of the financial managing, providing services of the informational technologies will be introduced at the end of this training block.

II. Crux ITIL workshop

Fundamental insight into the evaluative methods of the level of ITIL and implementation of the procedural management in the company. The aim of this block is to provide the sufficent background knowledge which will help the IT management effectively control the implementation of ITIL into the company’s establishment.

The second part of the Crux ITIL audit will mainly focus on the following issues:

• Evaluative methods of the current state – how to decide what to implement. The methods helping in deciding which ITIL procedures are favourable to implement will be introduced alongside with the evaluative methods of the current state of the procedures.
• Progress of the implementation of ITIL in the company – how to progress throughout the implementation of the procedural management, how to define (project) the implementation project, define the time consumption of the implementation, etc.
• Documentation of ITIL project – the suitable administrative essentials of the project will be questioned at this stage.

The next part of this block will focus on the evaluation of the current state of IT providing services. The basic for the evaluation will be the result of the test – questionnaires:

• The test distinguishes three views on the IT services functionings – user, IT staff, management of the company.
• The informants will be chosen by the submitter.
• The questions of the test cover the scope and the quality of the IT procedural management implementation.
• The results of the test in combination with the discussion over the recognised data can accurately define the state of the procedural management in the company and simplify the analytical tasks preceding the implementational project layout.

III. Crux ITIL report

The Crux company’s consultants elaborate the final report which:

• sum up the attained results (including the output of the questionnaires) for the management of the company
• suggest an approach leading to the improvement of the recognized disproportions
• the presentation and the defence of this report will also be included