Benefits of embracing of ITIL Operation

ITIL Overview
ITIL offers a commonly established approach to managing business and IT services. ITIL comprises best IT practices that includes a service life cycle in five core publications: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Main purpose of Service Operation is to make sure that IT services are provided proficiently and in timely manner. It includes undertaking user requests, resolving service failures, fixing problems, and performing operation tasks on daily basis.

Service Operation publication includes the best-practices and direction on all aspects of handling the regular operation of an organization’s information technology (IT) services. Service Operation includes all issues relating to the People, Processes, Infrastructure Technology and associations necessary to ensure the best-quality, cost-effective IT service delivery needed to meet the business requirements. Fast paced changes in the technological changes along with existing technology silos of software, hardware, networks and telephony management which means that an updated approach to managing service operations is needed.


Primary goal of Service Operation

• The primary goals of Service Operation are to: -
• Enable responsive, stable and repeatable IT Service Delivery
• Provide robust end-to-end working practices
• Deliver improved Processes such as Incident and Problem Management
• Deliver new Processes such as: Event Management and Service Request Fulfillment
• Promote more adaptive, responsive and agile Service Operation functions
• Help shape and define Service Strategy, Service Design, Service Transition and Continual

Service Improvement (the core of the new ITIL V3 Service Life cycle Model)

Major Challenges in Service Operation
Major challenge in service operation is to provide services regularly whereas responding effectively in a manner that increases value for customers and users. Operational undertakings need to be executed, controlled and maintained properly.

  Operations staff require well defined processes and support tools which help them to have an overall control of their service operation and delivery to be able to spot any potential threats or failures to service quality or security. One of the critical issue is to cover a complete picture of an end to end service that comprises the business as well as technical viewpoint rather than just the individual components.

Several services are delivered by one or more internal or external suppliers. A major challenge is to understand and maintain the end-to-end service with components that are provided externally as well as managing process work flows across organizations.

To cater the fast changing need, service providers require to adapt and react proactively to changes in demand needs to customers and users as demand for services changes.


Key benefits of embracing ITIL for Service Operation
ITIL training and certification comprises the best practices of service management compiled by the industry leaders. Selecting and adopting the best practices of the Service Operation will benefit an organization to contribute immense benefits as mentioned below:

• Helps in resource and cost optimization through better handling of service outages and identification and elimination of their root causes
• Helps business and customers to add value from the services they are receiving by reducing unplanned closure or disruption
• Empowering continual improvement and better investment decision making by providing operational results and data for decision support
• Hand holding users to improve their productivity or the quality of business services and products by delivering quick and effective access to standard services

Helps in achieving the information security objectives by ensuring that IT services will only be accessed by those authorized to use them.

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Our Sales Methodology at Advance Innovation Group

“You don’t need to push through a Sale, if your product / service is good enough – Sale will happen without any efforts”

Unlike other institutions, we strictly condemn forced selling because we don’t need to, as we have a proven track record of hundreds of satisfied & successfully placed students.

The era of CSAT is an outdated theme; it’s all about “Customer Delight” now which leads to the new concept of “Net Promoter Score” (NPS). In coming years, this is what will keep you in business during the cut throat competition. It’s not about what best you can offer, it’s all about what your customer wants. We have been practicing this concept of “Net Promoter Score” since inception & as a result of which 83% of our business is based on referral.

Let me help you understand the concept of NPS. If I offer services to 100 people, how many out of 100 where actually satisfied by our services (this is what we call CSAT). Taking this further to the next level brings NPS concept in picture. How many out of the satisfied customer did refer your services decide your NPS because they were delighted by your services.

Our students who are satisfied with our services refer us proactively out of delight to their friends & family members. Most of students opt for the next level or any additional training at Advance Innovation Group as a result of the quality of services offered to them.

Our corporate clients have been our clients since inception & have been giving us repeat orders. We get referrals from our existing clients. Few big names in the market are: Thomson Digital, FDDI, MINDA, SYSCOM, Tecumseh, Air India, Mother Dairy, Hero and the list is long….

All this talks about the quality of services offered at Advance Innovation Group & sheer focus on “Customer Delight” to promote “Net Promoter Score”. Looking at the staggering number of 83% of NPS we are happy but we are still concerned about remaining 17% who were satisfied but didn’t recommend us. We are continuously working towards attaining the goal of 100% wherein we are targeting 100% customers turn into 100% satisfied customers who in turn do 100% referral proactively because they are delighted with our services.

The core management at Advance Innovation Group is committed to bring in a change in terms of how people perceive customer satisfaction. We are inching forward everyday to change the rule of the game, to define new limits, new definitions of training & consulting. We are open to feedback & would like to encourage our students, our clients or any one in general to give us feedback about our services or let us know what you like about us or what changes you would like to be done in our existing approach.

Looking forward to serve you ever so efficiently in future.

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Our Enrollment Process at Advance Innovation Group

We have simplified the process of enrollment at Advance Innovation Group so that our students or our clients experience a hassle free enrollment process.

Enrollment generally happens through Walk-ins. It starts with a simple process of filling up a registration form. During the time enrollment process, our Six Sigma Certified Consultants do a proper counseling of the student to understand his/her background in terms of education, family, profession, aspirations etc. After assessment of all the factors our consultants help the aspiring student to relate the training he/she is looking for with the industry needs.

In order to meet the training needs of many aspirants globally who couldn’t attend the classes physically due to time constraints or due to geographical limitation, we introduced E-Learning facility. The enrollment process of E-Learning portal is very easy wherein an aspiring student can go online & register himself/herself within few clicks. After following few basic steps, enrollment can process can be completed in no time. Free counseling sessions with our Six Sigma Certified Consultants on / before enrollment can be booked through a formal request.

On/before the enrollment process, we do offer on-demand demo classes wherein our certified Six Sigma Consultants offer a demo class to aspiring students. This facility was only limited to walk-in students however due to overwhelming response globally we have initiated the free demo classes for E-Learning Programs as well.

During the enrollment process, we explain stepwise training life cycle to the students. During our enrollment process we specifically emphasize on the importance of doing the projects as the training sessions go on. We clearly educate all our students during the enrollment process that our training won’t move on to the next class unless you have finished the project until the prior subject. The idea is to reinforce the thought process that project completion is equally important as is the training. From the very beginning of enrollment process, we want to challenge the thought process of completing the training & then working on the project. This has tremendously helped our students to successfully complete the project as their training ends. 

We provide a course handbook, study material, access to library, access to student suite, access to blog and many more services offered at Advance Innovation Group right on the day of Enrollment. This enables our students to be well versed with all the facilities available from the day of enrollment. 

During our enrollment process, we offer part payment options to our students as well. Students can either opt for a single payment or part payment (max 3) during the time of enrollment.

For more details on enrollment process at Advance Innovation Group please visit our website www.advanceinnovationgroup.com and post your query. We shall get back to you within 24-48 hours.

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ITIL : About Service Strategy

What is service strategy

In a current scenario where each organization is striving hard to gain the market share, you need to think strategically to provide your customer a better quality service as compare to the competitors.

When we talk about service strategy within the ITIL, it includes following four fundamental activities;

Defining the Market:

As an organization you can offer your services to achieve your business objectives or organizational goals but to do that you need some strategy to market your services effectively and efficiently.

Developing the offerings:

While developing the offerings, it should be always on result basis in order to familiarize all aspects of service management within the perception of customer expectations.

Service Portfolio:

While creating a service portfolio, always consider that it should represent all the binding service investment towards market.

Service pipeline – defines all the service solutions that are under development stage.

Service Catalog – as a part of service portfolio, it defines all the services that are available for the customer.

Developing Strategic Assets:

It includes the resources and capabilities of the service organization as well as developing the service management system.

Preparing for the implementation of the strategy:

Assessment of the strategic position should be carried out to determine the as-is functionalities and identify the differences by comparing as-is and should be service strategy. The explanation of important goals closes the gaps and gradually orientates the assistance assets towards fulfilling the consumer expectation. All the critical success factors are identified so that success or failure of the service strategy can be measured.

Key Principles of Service Strategy

Key principles of service strategy are:

• Utility and Warranty :

1. Utility or fit for purpose: Functionality offered by the product/service as the customer views it.
2. Warranty or fit for use: Promise that the product/service will meet the agreed requirements.

# There are three categories of Warranty:

* It is provided in terms of Availability/Capacity of service

* It ensures that customer assets Continue to receive utility even if degraded, through major disruptions

* It also ensures that Security for value-creating potential of customer assets

• Value Creation: how the customer perceives what the service does for him.

• Assets – Assets are resources or capabilities that help us to deliver the service.

o Resource:  physical assets that includes infrastructure elements, people, capital and applications

o Capabilities: intangible assets usually it is the ability of creating value

• Pattern of Business Activity (PBA) – these are customer activities generating demand for services

• Governance - It needs to be define strategy, policies and procedures. It deals with how to implement service strategy and how to follow them.

For more information about ITIL, you can visit or go through reference link below: 
https://www.advanceinnovationgroup.com/itil-training/

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