Gavroshe USA, Inc.

Profile of Our IT Service Management Practice

Architecting the Enterprise for Change

Overview 

Gavroshe is one of the most reliable providers of IT Service Management consulting and educational services.  We combine industry best practices such as ITIL and Zachman Framework with our own methodologies to rapidly assess existing business processes and identify and implement improvements. 

 We address both the Service Delivery and Service Support disciplines and focus on achieving a return on assets while delivering a natural effective process.  Our ITIL architects are ITIL certified with real world experience and are formally trained in facilitation and process modelling.  They also leverage a solid understanding of audit controls to serve as a liaison between internal auditors, process owners, and management in Sarbanes-Oxley Act Section 404 compliance initiatives. 

Scope of Our ITIL Engagements 

We recognize that a successful process improvement initiative requires executive sponsorship, acceptance from the organization and strong leadership.  That is why we are proud to offer a holistic approach to process improvement and can offer independent IT Service Management advice and consult in all or some of the following five core components:

·         Process Design:

o        Current state process discovery

o        Future state ITIL process design and metadata collection

o        Gap analysis and process mapping

o        Audit control evaluation and mapping

o        Recommendations and KPI measures for continuous improvement

·         Technology evaluation and selection

o        Technical architecture

o        Tool evaluation

·         Role and Responsibility Definition

o        Map existing resources to new processes

o        Define changes to role definitions

o        Mentor process owners in governance and process management techniques

·         Policy Definition

o        Collaborate with managers to define effective policies

o        Identify policy rollout plans

·         Culture and Acceptance

o        Employ classic techniques from thought leaders such as Gardner and Kotter

o        Design and implement personal contracts

o        Executive mentoring

o        Training and awareness campaigns

o        Feedback loops and ownership building through joint design sessions

In addition to these 5 broad categories of change consulting, we can also assist the organization in building reporting mechanisms. 

For more information on the IT Service Management Practice, please contact our practice Director: Natalie D. Schneider (natalie.schneider@gavrosheintl.com)