Service Management Advisory

Most IT operations involve a mix of services providers and in-house teams, serving the business with the intention of seamless collaboration. This eco-system gets more complex with differing service delivery models, such as, cloud delivery, shared services, off-shored services, and so on. It is not uncommon that in a high service, efficiency pressured environment of digital technology and business demands and transformation, the art and science of Service Management takes a back seat.

ImprovIT provide benchmarking of IT costs and performance, coupled with an assessment of IT strengths and weaknesses, and identification of gaps in the Service Management. These gaps can range from the basic to complex. ImprovIT provide an advisory and mentoring capability to its clients based on the specific state of the challenges.

The state of the challenges varies, depending upon the maturity of the service management in practice. From lack of a common understanding of services between IT and business, to unaligned service levels agreed with services providers. Definition and agreement of a business services catalogue, underpinning technical services catalogue, in turn backed by agreed SLAs, which are enshrined adequately into service contracts – these are some of the issues enterprises need help with. ImprovIT provide specialist capability in providing a helping hand with the what, why and how of addressing these service management challenges.

Furthermore, the defining of the most suitable operating model and governance model, supportive of collaborative working; planning transition to the desired state in terms of roles, skills, automation tools and deployment. All these areas benefit from expertise and experience, with the ultimate view of moving from “silo” management of IT contracts to “integrated service” delivery responsibility.