SERVICE ASSESSMENTS

The design and delivery of service is fundamental to 'keeping the show on the road' and in preparing the service for future challenges.

Our service assessments determine the capability and maturity of today's service and help to specify the deign point required for the future. If service requires to step up to be prepared for a change of state, then an assessment can ensure that the required action plan is in place. Low impact execution of any service improvement plan is vital and we can advise how that can be achieved without disturbing day to day operations.

Service Assessments are often required when:

  • You need an objective measure of how well your IT support service meets your business needs

  • There is lack of clarity around the Service Catalogue

  • The specification of an individual service requires improving or refreshing

  • You are preparing to outsource or out-task core or a non-core service to a third party

  • You need to integrate an external service, such as a cloud service, into the portfolio

  • You want to introduce automation or new tooling capability

  • You are extending the scale of operation - particularly as part of a merger, acquisition or business expansion.

The key dimensions of our Service Assessment frameworks are:

  • People: well led and organised in multi-skilled teams, optimally located, with efficient support ratios in line with industry metrics - doing the right thing; and doing the thing right

  • Processes: prioritized for maximum focus and contribution, defined inputs and outputs, with effective controls and measurable deployments

  • Tools: in support of automated processes and the generation of service level reporting information

  • Management Information: production of service level reports, output tracking, aligned to service goals and targets, planned vs. actual.

Our consultants use industry standard service management frameworks such as ITIL, COBIT, ISO 20000, PMBOK, supported by on-line tools and assessment services. Some members of our team have been deeply involved for several decades in the development of ITIL, and its predecessor frameworks, and we have deep expertise in this important area.