NDM renders services in the provision, design, implementation and support of complex Information Technolgy Infrastructure Library (ITIL) based solutions in all aspects of IT Service Management.

Our key differentiators are the re-use of our packaged Intellectual Property, innovative use of technology, ITIL best practice and proven delivery methodology. These factors allow us to deliver projects quicker, more cost-effectively and to specification.

Assessment

Our assessment services will deliver an in depth analysis and assessment of the current IT Service Management function at Ithala Development Finance Corporation Limited and produce recommendations for improvement against ITIL best practices.Through structured interviews with operational and strategic personnel, we will conduct a process maturity assessment of your IT Service Management existing environment. The emphasis is on reviewing the business requirement (Service Delivery) and the IT service model that support the environment (Service Support). The process maturity review of the IT of your IT Service Management processes will be done by comparing against best international practices i.e. COBIT & ITIL.

Recommendation will provide you with opportunities to make IT improvement and cost savings; provide effective and optimal service support and delivery. Thus demonstrating tangible improvement in service delivery to your customers and optimizing IT processes.

ITIL Process Design

Our approach to IT service management process design involves a practical and iterative approach to process definition and documentation. We use facilitated workshops with key client personnel to define and document your service management processes.

These workshops focus on the single IT service management process and are attended by a small group of client personnel with intimate knowledge of each current state process and a clear vision of the ultimate desired state process.

Our consultant leads each workshop, during which the participants examine the ITIL best practice guidelines for that process in terms of:

• Process workflow
• Process roles (owners and participants)
• Review the current state process and compare that process with ITIL best practice
• Define and document the desired state process workflow in terms of workflow and roles

This ITIL design process involves translation of the business requirements into a technical “how to” for the project team to implement.

Training

Through its network of partners, NDM provides ITIL Foundation, Practitioner/Intermediate and Service Manager training which are certified by ISEB and EXIN, international examining bodies. The COBIT courses are certified by ICASA.