“It’s tough to be strategic when you are delivering daily operations tactically”
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
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.
The success of implementing technology and business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality services becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations.
Services designed to help Service Leaders:
To acquire, develop and retain the right employees with the right skills requires a strategy and best practices around:
Team Building and Development / Customer Service Training
In today’s rapidly changing business environment, career paths are no longer as predetermined as they used to be. We believe that the roles people play within an organization are becoming very dynamic, and the one thing people can expect is change. The Service Desk employee has the opportunity to have contact with all of the people in the organization, and that can lead you into any direction you choose to go. The world is an oyster for people in IT support who have a great customer service attitude, technical skills, and business acumen.
It really starts with a great attitude. People like a can-do attitude, an empowered attitude. I can help you! Managers today want employees who have a solid work ethic. That means it’s up to you to be self-motivated and self-disciplined. Constantly be on the lookout for ways that you can add value. Don’t be content to answer the same boring questions day-in and day-out. Be in the problem-prevention business. Recommend ways to eliminate low value-add activities, for example, through automation, and to minimize business impact when technology changes occur. In today’s business world, it’s not enough to just have great technical skills. It’s what you do with your skills. It’s all about results.
Products / Templates / Calculators / Scorecards / Reports
Managed Services / Strategic Sourcing
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