Hagrid Solutions

a pragmatic approach to achieving IT best practice operations...

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Hagrid Diplomat

making the world of integrations, work better for people

We believe that the future of providing successful multi-sourced or outsourced services eco systems has to be focused on the outcomes and ensuring that these relationships work better for people, not in win/loose or loose/win behaviours and objectives.

Hagrid Diplomat is a micro service data integration platform that provides out of the box bi-directional integrations between ServiceNow and other Service Desks, such as Remedy and HP, Customer Service and Relationships Management tools such as SalesForce, MS-Dynamics and other toolsets.

Hagrid Diplomat is a low risk and cost effective alternative to investments in generic and heavy message buses and middleware or in-house development efforts.

Hagrid Diplomat is already proven as a secure, functional and stable solution being leveraged n enterprise scale Banking, Finance and Government service providers.

For more information...

Contact us to arrange a discussion about your integration needs...

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Product Expertise

Bringing together disparate systems and the information they hold can be a daunting task.  The experience and past success of Hagrid allows you to take advantage of enabling such integrations.  

Hagrid offers expertise with many 3rd party products in the form of architecture, implementations and upgrades.

The following list provide a convenient overview of relevant processes, products and platforms Hagrid Solutions specialise in;

ITIL Processes/Functions

  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Knowledge Management
  • Asset Management
  • Configuration Management
  • CMDB
  • Service Level Management
  • Service Request Management

 

Products

  • ServiceNow
  • BMC Remedy
  • Micro Focus
  • Ivanti
  • HP
  • CA
  • Infoman
  • QSM
  • Tivoli
  • Microsoft MOM
  • Omegamon
  • ManageSoft ECM
  • Net-IQ
  • BMC Control-O
  • BMC Control-M
  • Xtraction

Other Products

  • Cloud Services
  • On-Premise
  • Security Services
  • Consulting

Platforms

  • Cloud
    • AWS
    • Azure
  • Mainframe
  • Wintel
  • Unix/Linux

DBMS

  • SQL Server
  • Oracle
  • Sybase
  • Ingress

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Service Management Assessment

Service Management Assessment (SMA): Assess your organisation's current IT Service Management capability/maturity.  SMA covers Process, Technology and People, providing an assessment of both the current capabilities to support existing business needs, and future business requirements. 

The scope of this assessment will include:

  • The ITIL Processes;
  • The Technology supporting Service Management processes currently deployed;
  • The Organisational culture and its capability to support an IT Service Management strategy.

The key deliverables of the assessment are:

  • Develop an IT Service Management Vision (identifies where you want to be) and Strategy (defines what needs to be in place in order to achieve the vision and when) relative to underpinning strategies and business objectives.
  • Develop an Implementation Roadmap (describes how to get there) that defines the work to be completed to achieve the IT Service Management vision.  This Roadmap is based on the business priorities and describes at a high level the process, technology and people initiatives needed, along with their sequences and interrelationships, to implement the organizations vision.
  • Define Service Improvement Initiatives: Outlines each of the tactical solutions defined in the IT Service Management roadmap. Covers items such as scope, objective, deliverables, timeframe and relationships to other initiatives.

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Rapid Process Deployment

Our Rapid Process Deployment approach is a best practice approach to developing an ITIL-aligned Service Management capability.  This activity is a proven approach developed by Hagrid based on many years of successfully implementing ITIL processes.  The benefit it brings to you is being able to leverage a set of core ITIL based processes and technologies that have worked successfully in other organisations and are tailored to suit your specific business requirements. This approach dramatically reduces development and build time and delivers practical processes and tools that work.

The deliverables of the Hagrid Rapid Process Deployment approach include:

1.      Process Policy, Flow Design, Procedures, and localised Standards - The High Level process policy and flows are clearly documented in a visual format.  The procedures are then documented, demonstrating the inputs and outputs and the activities that occur within each step.  Localised standards and rules are completed when the process is implemented and tool configured to support it.  These documents would form the basis for detailed work instructions.

2.      Roles and Responsibilities - Clearly defined roles & responsibilities associated with each of the ITIL processes will be defined.

3.      Reporting & Metrics - In order to manage a process effectively, metrics need to be defined to provide information to the Process Owner on the level of compliance to the process, the efficiency of the process and the effectiveness of the process.

4.      Technology configuration and implementation – Develop and configure the Service Management Product suite, including Reporting, to support the process specific needs and rules of the business.

5.      Education Services – Develop and deliver localised process and tool training to User communities.