IT Service Management
IT Service Management – Service Delivery – Service Support – Service Desks – Help Desks – Contact Centres – IT Outsourcing – Off-Shoring – Network Management – Knowledge Management – Incident Management
Safe hands for successful execution of Service Management initiatives
IT Service Management projects such as Service Desks, Help Desks, or Contact Centres, can be demanding and stressful at best. Failure to deliver jeopardises larger IT initiatives and your organisation’s business success. If you are lacking experienced resources and anxious to mitigate risks, I can get your critical-change projects on track, delivering quality outcomes on time, within budget, with no surprises. I can also assist with managing stakeholder expectations, to ensure satisfaction by all parties involved and affected.
Is your Service Management performing to optimum?
I can help you with technology, processes, and leadership to get your Service Management teams working together with better synergy and productivity, saving costs. Let me identify the low hanging fruit to get the biggest performance improvements with the least effort. By crystallising issues and metrics, I can develop and implement a strategy to fulfil your long-term IT Service Management goals cost-effectively.
I can keep your Service Delivery and Service Support teams focused and shielded from things they do not need to be concerned with, as well as getting your users to pick up their own responsibilities for areas under their control.
Feeling vulnerable changing suppliers, out-sourcing, or in-sourcing?
These are major changes with potentially huge impact on your Service Management and customer relations. I can take you through the ‘minefield’ successfully to the other side with minimal service disruption. I can ensure your supplier, out-source vendor, or off-shored partner is delivering quality to you.
Meeting your needs at any point in your organisation life-cycle
The bullet points below outline the general life cycle of a typical service delivery organisation. Depending on where your organisation is in it and your needs, I can provide specialist assistance and advice.
The Service Management Lifecycle and Catalogue :
- Business startup – executive level consulting including strategy formulation and planning – alignment/synchronisation, execution and control
- Advice/ assistance for ramp-up phase – specifying, testing and accepting software systems, IVR, call routing and telephony
- Technology management – design and selection of support platforms, telephony and call routing – call logging systems, multi-channel support
- Operational management & Service Delivery – KPIs, escalation handling, critical customer situations, continuous improvement and best practises, external providers and support alliance management, 3rd level support, implementing 24-hour support model – reporting, operational scorecards, capacity planning and analysis, call flow models that work, service delivery management, support and organisational readiness for new versions and releases
- People management – building effective teams, coaching, mentoring, performance appraisals, knowledge management systems & processes, internal communication – goal setting, staff compensation , incentives and reward programs, scheduling and staffing models that work, career planning and growth, employee retention programs, succession planning, human capital development, training and development, team dynamics and staff morale, energizing, transforming & invigorating the team
- Excellence management – customer satisfaction measurement, benchmarking and improvement, ITIL framework, ISO certification – continuous improvement and best practices, managing support in an matrixed organisation, local versus global service delivery models, application management services, Lean ransformation, industry standard certification
- Application of Lean thinking and management – process management and improvement, improved customer satisfaction, business profitability, Lean training
- Customer management – key account management, customer satisfaction measurement, benchmarking and improvement, escalation management – systems, processes to handle escalations, user groups – customer segmentation,customer relationship management,customer communication program,new customer induction program, proactive service, converting dissatisfied customers to references, marketing and marketing communication customer loyalty programs
- Financial management – billing, renewals and retention programs, rolling out new service offerings, vendor/ alliance management – budgeting and forecasting methodology,new business development strategies,marketing and marketing communication,support and service programs,support revenues, various financial models
- Managing mergers and acquisitions – divestitures and spin-offs, mergers and integration – integration of support operations as a result of mergers and acquisitions – executive, functional/ discipline
Outstanding results from Lean Transformation and Management
Application of Lean thinking and transformation to IT Service Management is my specialty. I have seen the huge potential of Lean in various areas of organisations, but Help Desks lend themselves extremely well to it. I took an organisation to “best in class” for customer satisfaction using Lean thinking and management.
Struggling to implement ITIL Processes?
ITIL, combined with Lean management, is an ideal way to deliver top class customer satisfaction in Service Delivery and support, but many companies have difficulty implementing it. Let me make it work for you and powerfully differentiate you from the rest of your market.
Eager to leverage the full technology capability out there?
Once I know your unique needs for a Service Desk, Help Desk, Contact Centre, or other Service Management system, I can select the most cost-effective platform and solution available in the market. The implementation can then be designed to suit your requirements. It will give you the ability to be more flexible and agile, and at the same time reduce costs. I can also help with network management, knowledge management, and incident management.
Neanderthal Scandinavian Help Desk – I used to work at 3rd Level Support at IBM Sweden. Impression of First Level Support from a Third Level Support Perspective.
Working with corporates as well as government agencies
I can help you whether you are a corporate or government agency. I have delivered tangible business results for business organisations such as IBM Sweden, National Bank of New Zealand, IBM New Zealand, Baan, ANZ National Financial Group, and government agencies such as the Accident Compensation Corporation and New Zealand Post.
Turn customer complaints into compliments and regain confidence
Has customer satisfaction dropped with your Service Delivery or Service Support? Do you have any particularly difficult customer situations or complaints? Your organisation’s business success could be at risk. I can make sense out of the chaos and help remove the pain points. Let me radically turn-around the confidence of your internal or external customers in your ability to support your products. With this, you can differentiate yourself and even win new business.
