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

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

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.

Customized Trainings as per requirements of the Clients

Our Auditing Services

Evaluating IT Service Management processes to enhance efficiency, effectiveness, and customer satisfaction in accordance with ISO 20000 IT Service Management standard.

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

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

I&T Governance, Risk & Compliance
Enterprise Service Management
Enterprise Information & Cyber Security
Enterprise Business & ICT Continuity

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?

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

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

Effective compliance against requirements
Efficient technology implementation ensuring better ROI
Full visibility on current gaps / maturity

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

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Gap Assessment based on ISO 20000End to End Implementation of ITSMS Leading up to Certification – ISO 20000Development of Policies &ProceduresImplementation of Service Management Framework – ETGRM & othersFunctional Consultancy – ITSM Tool ImplementationExternal AuditsITSMS Managed ServicesITSM Resource Augmentation

ITIL 4 FoundationISO 20000: 2018 FoundationISO 20000: 2018 LeadImplementerISO 20000: 2018 Lead AuditorCustomized Trainings as per requirements of the Clients

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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Enterprise Service Management

Your Possible Challenges

Our Service Offerings

Our Training Services

Our Auditing Services

Our Partners

Maturity, Capability & Gap Assessment

Designing & Implementation

Functional Consultancy

Training Programs & Workshops

Resource Management

Enterprise I&T Governance Consulting, Training & Auditing

Why Inbox?

Your Benefits

Our Partners

How may we assist you?

WHO WE ARE

Our Board

our team

Our Brief History

Global Connect

Corporate Patron

Global Footprints

Alliances

Business applications

System Integration

Enterprise Managed Services

Cyber security

Enterprise I&T Governance Consulting, Training & Auditing

Flagship Projects

Awards

career

Hiring Process

Data Collection

Current Job Openings

WHO WE ARE

Our Board

our team

Our Brief History

Global Connect

Corporate Patron

Global Footprints

Alliances

Business applications

System Integration

Enterprise Managed Services

Cyber security

Enterprise I&T Governance Consulting, Training & Auditing

Flagship Projects

Awards

career

Hiring Process

Data Collection

Current Job Openings