Infrasolve have produced a process set that includes ITIL "Compliant" level 1, 2 and 3 process flow diagrams, level 4 work activity templates and a set of structured workshop guidance notes.

These items taken together form a basis from which a client can 'fast-track' their service management process, work activity documentation and toolset deployment. The documents have been produced to be ITIL compliant and closely map to industry leading Service management toolsets. With the combination of the process and tools Infrasolve believe that the documentation effort required for ITIL/BS15000 accreditation can be significantly reduced.

Once the process and work activity documentation is complete a program of training will be required, this can also be delivered through the Service management organisation. Infrasolve are also well equipped to deliver training of this nature in conjunction with a business change program.

The standard process template will cover the main ITIL areas that are supported by the the chosen toolsets.

• Service Desk
• Incident Management
• Problem Management
• Request Management
• Change Management
• Configuration Management
• Service Level Management
• Release Management

The following basic flow diagram shows the approach that Infrasolve take in moving from the clients 'as is' state to the 'to be'. The 'to be' state is the production of a process description and work activity levels that closely map to the tools and service targets of the organisation.

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The output from this methodology should be a set of controlled quality based processes and procedures that can be used in many ways:

• To provide input to organisational transformation
• To enable structured implementation of process and tool
• To support user testing
• To support end user training
• To provide or adhere to any QMS already in place at the client
• To enable to client to move towards any quality accreditation such as BS15000