The key to achieving your business objectives lies in applying our proven best practice expertise to ensure that you gain the maximum value from service management. And the process of improving service management capability can provide you with many opportunities and benefits beyond achieving greater levels of efficiency and economy. For example, our work with you might facilitate your ability to offer additional innovation, or more desirable products or services to your customers, thereby making you more competitive in today’s particularly challenging marketplace.
Throughout the transformation approach we recognise and pay close attention to the most critical ingredient of all – people: not only your staff, but also your customers.
Many projects have the potential to fail due to people and cultural issues, resistance to change and poor communication, but our experience and proven tactics will avoid these pitfalls and enable successful change.
We provide a variety of services
Since each engagement is custom-configured according to specific needs, there is no typical service that we provide: one project might involve four consultants for more than a year, while another might only need three days. But here are examples of some of the general areas in which we help clients:
- Assessments, audits and health checks
- One-off sessions providing workshops, advice and support
- CIO/CTO advocacy
- Management team mentoring and coaching
- ISO/IEC 20000 certification or alignment
- ITIL V3 and continual improvement
- People, organisation and culture change
- Full end-to-end transformation programmes
We can tackle sourcing strategy and execution (outsourcing, partnering and supplier management), and have worked on some of the biggest and most successful outsourcing agreements. We can also help you with supplier selection, contract constructions and negotiations, transition management, people-transfer (including TUPE), operational process and tools interaction. And we can deal with the jobs that are better not managed internally, such as reorganisation and reallocation of resources.
Evaluating your enterprise architecture
Rather than starting by focusing on your technology, we first evaluate the services required by your customers, the objectives and value for your business, then your organisational structure and the skills and processes needed to effectively deliver those services. The technology must be considered in this wider context in order to deliver optimum results.
A bewildering array of software automation tools is available, and most software vendors will be keen to help you to build a business case detailing a clear ROI in support of purchasing their product.
However, that ROI will only be realised if better-structured working processes are introduced in parallel with implementing the software. Unless this step is taken, the new tool will simply be an additional cost, contributing nothing towards your transformation and no ROI. Our approach prioritises the people and process aspects of transformation, to ensure that your service delivery is optimally aligned with your business needs. We then assess how technology-based automation and capability can be best used to underpin the new processes in order to leverage further efficiency gains.
You may only need help with one element of your enterprise architecture, perhaps the data model, service modeling or CMDB. On the other hand, wholesale technology change may be required. Whatever your needs, we are happy to provide as little or as much advice and guidance as necessary.
View transformation journey roadmap