- Consulting Methodology
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- Capability Assessment Portal
- Capability & Framework Assessments
- People Capability: SFIA & SFIAplus
- Knowledge Centered Support
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The well-informed CIO and IT executives are aware that to survive, the IT organisation must make the transition from being a provider of technology-based services to a business service provider.
Whilst there is still a role for the "Business Case", it is more important to demonstrate the Business Value of IT services and to manage the IT Service Portfolio accordingly. This requires engagement with, and alignment with, business priorities. Whilst IT Service Management is an excellent way to make this transition, experience and research has shown that, all too often these initiatives fail, as the first step is not effectively addressed.
Whilst frameworks such as ITIL® are very important, others such as CobiT® and Portfolio, Programme and Project Management are also important.
Such a transformation must address at least the following key requirements:
- Meeting service levels based on agreed business priorities;
- IT is seen as an enabler and a partner with the business; and
- Key IT governance is integrated, leading to efficiency and effectiveness.
How can this transformation be achieved, knowing that the achievement of these requirements is not a magical fix, or overnight creations?
- Engage & align with the business
- Understand business priorities
- Understand current IT capability & maturity
- Define the ITSM Implementation Strategy
Vision for IT operating/service lifecycle model
Define high level framework
Improvement program planning
Business case for improvement
Workforce & training planning
Detailed improvement project planning
Create IT services strategy
Design IT strategic planning capability
Design processes, procedures & templates
Design service & process governance models
Our services can be seen as supporting three core steps to improvement and reaching a defined target destination. Typically we assist organisations in moving from being a technology-centric service provider to a business-centric service provider, with the focus on delivering improved business value.
We do this by looking at Capability Improvement, across the dimensions of people, process, technology, organisation, culture, and partners. A snapshot of some of the services within this journey are:
Engaging and aligning with the business, understanding business issues, needs, expectations, objectives and priorities, and understanding the IT service provider's current IT capability and maturity (e.g. self assessment / process maturity assessment service using ProActive's Governance Assessment Portal):
Plan.Services aimed at defining the vision for an improved IT operating / service lifecycle model; defining the high level framework for the target IT operating / service lifecycle model; defining and documenting an improvement program; establishing a business case; ICT workforce and training planning, training needs analysis, detailed improvement project planning, etc.
Design & Implement.
Design services that may include the design of: IT operating model and service lifecycle framework; IT strategic planning mechanisms; and service and process governance models. This step also includes designing and documenting policies, processes, procedures and artefacts; testing and training design through to execution; implementation planning; operational management and support; and coaching and mentoring.
We can also help to sustain this change and ensure continual service improvement.
Talk to us about how we can help tailor a solution to help meet your current Service Management challenges.