Our Philosophy
"How you do business is just as important as the tools you use." This phrase is the guiding principle upon which all our services are built. We partner with our clients to ensure that we remain true to their business needs as we define Service Management solutions. End-to-end solutions are then developed to include elements of our 3-point model: Define, Adapt, and Sustain.
Define: Understand the customer's business needs, their current competencies and limitations, and their goals. Develop a solution informed by Information Technology Infrastructure Library (ITIL) practices and Service Management expertise that delivers on these needs with measurable results.
Adapt: Identify current resources and software tools and leverage them efficiently and effectively to support the solution. Develop an adoption strategy including a communication and training roadmap in order to deliver the solution seamlessly into production allowing for overall business acceptance.
Sustain: Building into the design the means to ensure sustainability and performance of the solution as business needs change. Implement metric reporting that not only keeps a pulse on the effectiveness of the process or service but also present actionable items that are to be addressed by continual service improvement.
The Pinnacle Difference
A winning advantage is not based on services alone, but rather on the people that deliver excellence and consistency each time. Our team consists of Senior Business Architects and supporting Consultants with over 20 years of proven IT industry experience, including over 10 years of applied experience with BMC Service Management products such as Service Desk Express, and a keen understanding of ITIL (Information Technology Infrastructure Library) concepts and practices. Our consultants hold certifications in BMC Service Desk Express, as well as ITIL V2 and V3 Foundation. In addition, our Senior Business Architects are certified in Cobit v4, Sarbanes Oxley (CSOX), VMWare Virtual Lab and VMWare Business Continuity Solutions.
Our highly qualified team has been recognized for their expertise; we have been involved in Beta Test programs for BMC Service Desk Express since the release of version 6.0, and we are regular attendees to BMC's Customer Advocacy Board, where we review and discuss potential additions to Service Desk Express patches and major releases.
Finally, we are contributing members of professional organizations such as Help Desk Institute (HDI) and itSMF (IT Service Management Forum) where we engage in active discussions and gain insight into industry trends and changing needs and then utilize this information to improve upon our service offerings.
Clients
The following is a sample of clients and projects that we have work for as well as a summary of the work for each. Specific projects will be highlighted in our Success Stories section.
Success Stories
Client: ClubCorp
Sector: Services
IT provides the business services that allow ClubCorp employees to drive business success. IT systems track golf scores and handicaps, communicate dining requests to chefs, help with travel reservations, and give employees access to member preferences and interests, so they can tailor services to provide a unique and tailored experience for each member or guest. READ MORE
Client: Healthcare Organizations
Sector: Healthcare
Giving physicians, nurses, technicians, and other healthcare professionals easy access to systems that support them in all aspects of delivering patient services is essential to meeting two important objectives: containing costs and improving the quality of patient care. READ MORE
Client: ICTU
Sector: Public Sector
In striving to help the Dutch government achieve better results with Information and Computer Technology (ICT), the ICTU needed to improve service desk performance, manageability, and organizational alignment. However, the department wanted to do so by focusing on service delivery to its 700 staff; not on the processes surrounding the service management solution. READ MORE
This is a sub sub item!
