IT Service Management

ITIL maturity enables seamless customer experience

"Have you tried turning it off and on again?" 
- Roy, The IT Crowd.

Challenge

  • Immature ITSM processes result in poor customer experience
  • Lack of suitable tools leaves IT support staff stuck in a perpetual "firefighting" mode
  • Incomplete service metrics mean that teams are unable to identify trends and anomalies proactively
  • Lack of self service results in highly skilled IT support personnel focused on low value tasks

Goals

  • Streamlined ITSM processes with clear roles and responsibilities and consistent data capture
  • Self service (knowledge base, service catalogue, password reset) reduce demand and improve efficiency
  • Highly visible service performance dashboard provides transparency and encourages performance improvement
  • Investment in knowledge content to maximise deflection and incident first point resolution % performance
  • Reduced unplanned outages through the reduced risk (especially from poorly planned IT changes)

Services

  • Discovery - Evaluate current state, identify improvement opportunities and priorities
  • Coaching - ITIL workshops and personalised mentoring with practice leads
  • Tactical - Targeted improvement to establish "baseline hygiene" for key functions (e.g. Incident and Change)
  • Review - Strategic improvement and success measures to ensure sustainability
  • Practices - Establish SMF practices to to raise awareness, deliver quick wins and/or service roadmap