Service leaders must allocate the right amount of time for strategic thinking and initiatives for:
 

 

 

Service Desk Service Improvement Roadmap

This engagement assesses the current state of the service and support organization with the
detailed approach of interviews, data, reporting and documentation review and shadowing and
observation. It produces a gap analysis against industry best practices for service strategy,
structure, people, processes, tools and metrics / reporting. The final presentation is delivered in
the form of key findings, prioritized recommendations and a continuous improvement Roadmap.

Root Cause Analysis

A highly productive engagement designed to find root causes of issues currently troubling an IT
organization, explain them in straightforward terms, and deliver a thorough set of initiatives to
solve them. Decades of experience in improving IT service and support have shown that most
disconnects between any IT organization and the business it supports are typically caused by a
small set of root causes. Identifying and addressing these core issues can provide dramatic
improvement in quality of service to the business and in quality of experience of customers, end
users, as well as IT employees.

Service Desk Tool Configuration

Many Service Desk tools have been over-configured and customized beyond easy and
inexpensive maintainability. I.T. Business Engineering uses the “keep it simple” approach to
ensure configuration of your new Service Desk toolset is not over-engineered and that
configuration of your existing toolset is “lean.” Lean thinking ensures the toolset configuration
includes nothing more than the amount of configuration necessary to drive maximum value to
the business.

Project Management

Provide project management staff to manage one or more projects for you. This service is
ideally suited for Program Management Offices that have temporary project manager needs but
do not have a budget for increasing permanent headcount. We can use your project
management guidelines, follow PMI PMBOK® guidelines, or use agile guidelines to work onsite
directly with your project stakeholders, managers, executives and customers to
understand objectives, risks, resource availabilities, priorities, dependencies, and other factors
that can jeopardize a successful project implementation.

Managed Services / Strategic Sourcing

• Create Strategic Support Sourcing plans, options and alternatives
• Explore Sourcing options / Staff augmentation
• Vendor RFP creation & process management
• Assistance with vendor contract negotiation

Additional Services

• HDI Training and ITIL Certification
• Customer surveying services
• Metrics / Reporting
• SLA / OLA and UC Creation