Enterprise Service Management
We ensure that your enterprise service management goals are aligned with your business strategy, the risks & resources are optimized for achieving operational excellence and customer satisfaction.
Your Possible Challenges
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Lack of visibility and confidence on the current service management practices -
Lack of service management roles & responsibilities -
Un-documented / inconsistent policies, procedures and governance level controls
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Lack of effective mechanism for addressing customers’ requirements and regular monitoring performance against them -
Ineffective ITSM tool implementation -
Skill gaps & resource constraints for managing day-to-day ITSM operational activities
Our Service Offerings
Gap Assessment based on ISO 20000
Our Service Offerings
ITSM Gap Assessment & Planning using ITIL & ISO 20000
To conduct a formal gap assessment against the requirements of the ISO standard, and enable the client to prepare a roadmap for its compliance.
Addressed Issues
- Lack of visibility on current maturity level of existing service management practices
- Lack of awareness on how to improve overall service management system consisting of policies, procedures and plans as per international best practices & applicable regulatory requirements
Deliverables :
- Gap Assessment Report
End to End Implementation of ITSMS Leading up to Certification – ISO 20000
Our Service Offerings
ITSM Implementation
With technology being such an integral part of every bit of a business, ITSM is the means by which IT delivers business capability. ITSM therefore is the enabler for realizing business value from the use of technology.
Addressed Issues
- Disconnect with business & culture of working in silos
- Lack of mechanism for addressing customers’ service requirements, designing services and monitoring performance against them
- Frequent service disruptions and recurring incidents causing dissatisfaction to customers
- Inadequate change & configuration management practices
Deliverables :
- Gap Assessment Report
- Governance framework
- Roles & Responsibilities / Charter
- Policies & Procedures
- Performance management KPIs & metrics
- Roll out support through awareness & training sessions
Development of Policies & Procedures
Our Service Offerings
Development of ITSM Policies & Procedures
Facilitate clients to establish required policies and procedures in line with ITIL/ISO 20000
Addressed Issues
- Inconsistent practices due to lack of standardized policies & procedures
- Human dependency
- Governance & Compliance challenges due to non-standard practices
- Lack of expertise to design policies & procedures as per globally recognized best practices
Deliverables :
- Documented Policies & Procedures
- Roll out support through awareness session
Implementation of Service Management Framework – ETGRM & others
Our Service Offerings
Implementation of IT Service Management Framework – ETGRM & others
Facilitate clients to design & implement regulatory frameworks including ETGRM, SBP, SECP Circulars, SAMA to name a few.
Addressed Issues
- Lack of formal strategy, risk-based planning & performance management systems as per requirements of the regulatory framework
- Undefined roles & responsibilities, policies & SOPs
- Governance & compliance issues
- Disconnect between regulatory requirements and internal practices
- Internal & external audit challenges
- Lack of training & awareness at the staff level
Deliverables :
- Governance framework / model
- Roles & Responsibilities / Charter
- Policies & Procedures
- Performance management KPIs & metrics
- Roll out support through awareness & training sessions
Functional Consultancy – ITSM Tool Implementation
Our Service Offerings
Functional Consultancy – ITSM Tool Implementation
Functional consultancy on implementing service management tools (JIRA, Service Now, BMC Remedy, Avanti and others) considering best practices, with focus on best customer & agent experience (UI/UX).
Addressed Issues
- Lack of expertise on implementation of ITSM processes in the tool
- Lack of well thought process & workflows
- Lack of expertise in user & agent experience management (UI/UX)
- Lack of expertise to handle technology vendors and getting the job done as per standard practices
Deliverables :
- Discovery sessions
- Business requirement document
- Functional requirement document
- Service management processes & controls
- Wireframes
- Validation of all technical components of the system
- Roll out support through process based awareness sessions
External Audits
Our Service Offerings
ITSMS External / Internal Audit
Conduct implemented InfoSec/IT Security audits as external auditors by using ISO 27001 and other relevant standards/frameworks within 27000 family as the baseline
Addressed Issues
- Lack of qualified resources to conduct external / internal audits as per international standards and frameworks
Deliverables :
- Audit Plan
- Documents review, interviews and physical visits to conduct the audit
- Audit report
- Review CAP
- Closure of audit
ITSMS Managed Services
Our Service Offerings
ITSM Managed Services
Manage clients ITSM Operations and conduct all activities based on an agreed scope & plans
Addressed Issues
- Lack of qualified resources to conduct ITSM implementation and day to day activities
- Scarcity of skilled, trained and experienced resources under the leadership of SMEs
- Lack of roles & responsibilities within official hierarchy
- Lack of budgets
Deliverables :
- Objectives, goals, plans
- Policies, procedures, and other artefacts
- Risk register & its monitoring
- Training & awareness sessions
- Performance management reviews, corrective & preventive actions monitoring
ITSM Resource Augmentation
Our Service Offerings
ITSM Resource Augmentation
Provide skilled resources as per clients’ requirements to perform various ITSM operational tasks
Addressed Issues
- Lack of qualified resources to conduct ITSM implementation and day to day activities
- Scarcity of skilled, trained and experienced resources under the leadership of SMEs
- Lack of roles & responsibilities within official hierarchy
- Lack of budgets
Deliverables :
- As required by the Customer
Our Training Services
ITIL 4 Foundation
Our Training Services
ITIL 4 Foundation
Introduction:
ITIL 4 Foundation is an entry level certification that introduces participants to the key concepts and terminology of the ITIL framework. ITIL, or Information Technology Infrastructure Library, is a widely adopted set of practices for IT service management (ITSM). This course provides a comprehensive understanding of ITIL 4 principles and practices, enabling participants to contribute effectively to IT service delivery and support initiatives within their organizations.
Learning Focus:
- Understanding the fundamentals of IT service management and its importance to modern organizations.
- Exploring the key concepts, principles, and components of the ITIL 4 framework.
- Learning how to align IT services with business objectives and customer needs.
- Gaining insights into service value system (SVS), service value chain (SVC), and service management practices.
- Developing skills for service design, service transition, service operation, continual improvement, and other ITIL processes.
- Preparing for the ITIL 4 Foundation certification exam through interactive learning activities and practice tests.
Recommended Participants:
IT professionals, service desk staff, IT support personnel, IT managers, business managers, and individuals interested in IT service management and improvement.
Prerequisites:
There are no formal prerequisites for the ITIL 4 Foundation course. It is suitable for participants with varying levels of IT experience.
Course Format:
The course typically consists of instructorled training sessions, group discussions, case studies, and practice exams. Participants will receive course materials and access to online resources to support their learning journey.
Duration of Course:
The ITIL 4 Foundation course is usually conducted over two or three days, depending on the training provider’s schedule and delivery format.
ISO 20000: 2018 Foundation
Our Training Services
ISO 20000:2018 Foundation
Introduction:
ISO/IEC 20000:2018 is the international standard for service management systems (SMS), providing a framework for organizations to establish, implement, maintain, and continually improve their service delivery processes. The ISO 20000:2018 Foundation course offers participants a comprehensive overview of the standard’s requirements, principles, and implementation guidelines, laying the foundation for effective service management practices.
Learning Focus:
- Understanding the purpose and benefits of ISO 20000:2018 certification for service providers and their customers.
- Exploring the structure, scope, and key concepts of the ISO 20000:2018 standard.
- Learning how to establish a service management system (SMS) based on ISO 20000 requirements.
- Identifying and implementing best practices for service planning, design, transition, delivery, and improvement.
- Developing skills for conducting internal audits, managing service performance, and ensuring compliance with ISO 20000 requirements.
- Preparing for the ISO 20000:2018 Foundation certification exam through mock tests and practice exercises.
Recommended Participants:
Service managers, IT professionals, quality managers, auditors, consultants, and anyone involved in the planning, implementation, or improvement of IT service management processes.
Prerequisites:
There are no formal prerequisites for the ISO 20000:2018 Foundation course. Participants with a basic understanding of IT service management concepts may benefit from the training.
Course Format:
The course delivery may include instructorled presentations, group discussions, case studies, and handson exercises to reinforce learning objectives. Participants will receive course materials and access to online resources for further study.
Duration of Course:
The ISO 20000:2018 Foundation course typically spans two to three days, depending on the training provider’s schedule and instructional approach.
ISO 20000: 2018 LeadImplementer
Our Training Services
ISO 20000:2018 Lead Implementer
Introduction:
The ISO/IEC 20000:2018 Lead Implementer course is designed to equip professionals with the knowledge and skills necessary to plan, implement, manage, and maintain a service management system (SMS) compliant with the ISO 20000 standard. This training program focuses on practical strategies for effectively applying ISO 20000 requirements within organizations to enhance service delivery and customer satisfaction.
Learning Focus:
- Understanding the principles, requirements, and benefits of ISO/IEC 20000:2018 certification.
- Learning how to interpret ISO 20000 requirements and tailor them to organizational needs.
- Developing a comprehensive implementation plan for establishing an ISO 20000compliant SMS.
- Identifying and addressing gaps in current service management practices to achieve compliance with ISO 20000.
- Implementing service planning, design, transition, delivery, and improvement processes in alignment with ISO 20000 requirements.
- Establishing performance metrics, monitoring service performance, and implementing corrective actions to ensure continual improvement.
- Preparing for ISO 20000:2018 Lead Implementer certification exam through simulated exercises and case studies.
Recommended Participants:
IT service managers, service delivery managers, IT professionals responsible for service management, consultants, auditors, and quality assurance professionals seeking to lead ISO 20000 implementation projects.
Prerequisites:
Participants are expected to have a fundamental understanding of IT service management concepts and familiarity with the ISO 20000 standard’s requirements before attending the Lead Implementer course.
Course Format:
The course delivery may include instructorled presentations, interactive workshops, group discussions, case studies, and roleplaying exercises to facilitate practical learning and knowledge application.
Duration of Course:
The ISO 20000:2018 Lead Implementer course typically spans three to five days, depending on the training provider’s schedule and instructional approach.
ISO 20000: 2018 Lead Auditor
Our Training Services
ISO 20000:2018 Lead Auditor
Introduction:
The ISO/IEC 20000:2018 Lead Auditor course is designed to equip professionals with the knowledge and skills necessary to plan, conduct, and report on ISO 20000 audits effectively. This training program provides participants with practical insights into auditing service management systems (SMS) based on the ISO 20000 standard, ensuring compliance with regulatory requirements and industry best practices.
Learning Focus:
- Understanding the principles, requirements, and objectives of ISO/IEC 20000:2018 certification.
- Learning how to plan and prepare for ISO 20000 audits, including defining audit scope, objectives, and criteria.
- Developing auditing skills, techniques, and methodologies for assessing conformity with ISO 20000 requirements.
- Conducting onsite audits, collecting evidence, and evaluating service management processes and controls.
- Communicating audit findings, observations, and recommendations effectively to stakeholders.
- Writing audit reports, documenting nonconformities, and verifying corrective actions taken by auditees.
- Preparing for ISO 20000:2018 Lead Auditor certification exam through practice audits and simulated exercises.
Recommended Participants:
Internal auditors, external auditors, lead auditors, audit managers, quality managers, consultants, and IT professionals involved in auditing service management systems (SMS).
Prerequisites:
Participants are expected to have a solid understanding of ISO 20000 requirements and auditing principles before attending the Lead Auditor course. Prior experience in auditing or quality management may be beneficial.
Course Format:
The course delivery may include instructorled presentations, interactive workshops, mock audits, roleplaying exercises, and case studies to enhance learning effectiveness and knowledge retention.
Duration of Course:
The ISO 20000:2018 Lead Auditor course typically spans five days, including theoretical instruction, practical exercises, and examination preparation.
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Customized Trainings as per requirements of the Clients
Our Auditing Services
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Evaluating IT Service Management processes to enhance efficiency, effectiveness, and customer satisfaction in accordance with ISO 20000 IT Service Management standard.
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Maturity / Capability / Gap Assessment against ITIL, ISO 20000 and relevant compliance requirements -
End to End Implementation of ESM / ITSM -
Designing & Implementation of Service Management Models, Frameworks, Structures, Policies, Procedures, Performance Management KPIs leading up to ISO 20000 certification
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Functional Consultancy on ESM / ITSM Tool Implementation -
Foundation, Lead Implementer & Lead Auditor Trainings in ITIL 4, ISO 20000 -
Customized on-prem trainings & workshops -
ESM / ITSM Managed Services -
ESM / ITSM Resource Augmentation
Our Partners
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Maturity, Capability & Gap Assessment
ITIL, ISO 20000 & Relevant Compliance Requirements
Designing & Implementation
Service Management Models, Frameworks,
Structures, Policies, Procedures,
Performance Management KPIs leading up
to ISO 20000 Certification
Functional Consultancy
End to End ESM / ITSM Tool Implementation
Training Programs & Workshops
Foundation, Lead Implementer & Lead Auditor Trainings in ITIL 4, ISO 20000 Customized On-prem Trainings & Workshops
Resource Management
End to End ESM / ITSM Tool Implementation
Enterprise I&T Governance Consulting, Training & Auditing
Whether you’re implementing a new technical solution
or meeting compliance needs, we offer our skills,
experience, and knowledge to help you overcome
your difficulties by using local and international
standards and frameworks.
Why Inbox?
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ISO 27001 & ISO 20000 Certified Company -
Strong knowledge on global & localized standards & frameworks -
Certified & qualified team of Assessors, Consultants and Trainers -
International & multi-cultural working exposure
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20+ cumulative years’ experience of the Team of working for Government, Regulatory, Banking, Shipping, Real Estate, FMCG, Oil & Gas Sectors in Pakistan, KSA, Dubai & Oman -
Customized on-prem trainings tailored to specific customer needs
Your Benefits
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Effective compliance against requirements -
Efficient technology implementation ensuring better ROI -
Full visibility on current gaps / maturity
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Complete documentation as required by specific standards / frameworks -
Trained staff
Our Partners
How may we assist you?
Our team is dedicated to providing exceptional solutions tailored to meet your unique needs. Whether you’re seeking cutting-edge technology, robust IT solutions, or expert consultancy, we’re here to transform your vision into reality. Share your ambitions with us, and let’s embark on a technological journey to advancements. You are our priority.
Enterprise Service Management