The role of the service organization has evolved from business supporter into business enabler. Services and support provided by you need to be aligned with business processes and goals. Customers are demanding and very self-sufficient, which puts pressure on your traditional processes and technology.
Service Management is the art of aligning what you deliver to what your customers need in an efficient, effective, secure and consistent manner. Effective and proven processes help to optimize your effort while maximizing added value for your customers.
We look critical at the value that our services add to you as our customer. A project we carry out should add value to your service organization as well as to your customers. From experience we learned that that value can be compiled into the following five value drivers:
Optimize IT Costs
How do you get the most out of every person, asset and process to make better resource allocation and sourcing decisions?
How do you track cost and activities in your Shared Service organization and share that with stakeholders?
Increase Business Value
How do you ensure IT investments and operational decisions in a Shared Service environment are aligned with business priorities?
How do you define and control risk in a dynamic, rapidly changing service organization and IT environment?
Assure Quality of Service
How do you meet end user Service Delivery expectations across physical, virtual and cloud based resources?
Our approach is aimed at defining projects based on our clear service management vision that lead to gradual increased professionalism of your service organization. We believe in short pragmatic projects that deliver clear results. This is how we help ambitious service organizations to become an indispensable partners for their customers.
Our service management projects consist of the following steps:
- In the first step your service management processes are reviewed in a number of workshops, based on current market standards. We use a best practice process model for this. We determine with you how your processes can be optimalized and which requirements this places on the supporting tooling. This step produces a plan for your service organization to change and an overview of functional specifications for your service management tooling.
- In the second step the functional specifications are translated - in combination with an analysis of your IT environment - into a design for the service management application you have selected, including the required interfaces with your IT infrastructure.
- In the third step your employees are trained in the new working method and how to use the supporting application. During this process your organization is also coached in further developing a service-oriented culture and creating a transparent, business-oriented service organization.