What we see
Many companies have successfully transformed their manufacturing, development, sales and other business functions, improving their performance and reducing costs. What else can be targeted?
Service operations are now being actively reviewed for optimisation as they can have significant effect upon customer acquisition and retention. When service levels and costs are properly balanced and optimized, they can deliver a substantial and sustainable competitive advantage.
A plethora of frameworks identifying practices across all types business sectors used as the baseline for service operation and by nature can often be complex to manage. All frameworks maintain processes to analyse operations reviewed by an organisation with the objective to continually improve overall performance of an organisation and enhance the customer experience – yet often not fully recognised by stakeholders.
Executive management across many industries are increasingly challenged to control service costs whilst maintaining service levels and developing new customer services. Technology led services such as web-based self-service portals have helped improve overall productivity, but technology is only one part of the solution – the service model and service mindset must also change.
What we deliver
We have extensive multi-industry service and operation hands-on experience establishing measureable process alignment for project delivery, knowledge management and operational sustainable support. Typically our customers use familiar frameworks to deliver IT operating models:
We provide expertise and collaboration across all service streams, most commonly engaged
- Service strategy definition
- Service transition & transformation
- Operational troubleshooting
- Release Management
- Service mapping
- Service improvement roadmap
- Capacity Management
- Change Management
- Knowledge Management
Increasingly we help our customers to align service operations with Big Data analytics, federating all ITSM data from different sources the data can be stored, analysed and shared to gain widespread value across IT operations and the business. By gathering all data found across ITSM, business managers analyse the data to generate actionable knowledge and optimised capacity management
Knowledge Management improves the quality of decision making throughout an organisation, trusted information from multiple data sources are essential elements within this process. We help our customers to define Knowledge Management strategies leveraging intellectual capital and promoting policies for targeting high quality information.