Service Improvement

Service based companies constantly refine their offerings make incremental service improvements. In stable business environments this is often small tweaks but after 2020, many companies underwent dramatic changes.

Now you need to ask yourself:

• Do I have the proper visibility into my business to ensure that my systems and processes are aligned to business priorities?
• Do my direct reports?
• Can I ensure that they are effectively delivering what my customers want?

These are tough questions in the best of times!
Times change, customer needs change and your business changes.
It’s a constant moving target.

Thinks partners with companies to provide a visible methodology by which your business services can be captured, analyzed and then aligned. This is supplemented by a dashboard that provides a reporting platform of your business services in a graphical display. How would you use a capability that plainly identifies how your business services are performing?

The Business Issue

The typical model to delivering business services is to have multiple groups providing specialized services to support all business services. An end-to-end view on the performance of the business services is not available. Resulting problems include:

• misaligned IT and business priorities
• dissatisfied end users
• budget constraints
• lack of communications between teams
• lack of standards

If you are uncertain that your systems and processes are not aligned with business priorities or if you are trouble by a lack of visibility, our Service Improvement consulting will help you address these issues.

Scope of Service Improvement

Service Improvement requires visibility of the key services and functions being used by the business to run the day to day operations of the enterprise. Central parts of our proposition are:

• An initial assessment to determine how and when Service Improvement can be applied.
• The design and implementation of a clear view providing an Operating model that can visualize both actual and historical performance of key applications.

During an initial definition study we work with you to determine which services will be covered initially and how we will leverage specifically focused activities to address your business concerns. These activities include:

• Service Improvement Readiness review
• Process modelling and Dependency and impact analysis
• Service Catalog integration
• Reporting and analytics

Our Approach

The first stage is to analyze existing supporting processes to ensure that our Service Improvement framework can be used to improve the alignment between Business and Operations. Here we focus on developing a significantly higher level of process maturity to direct changes that will result in maximum benefit. In this stage we review current state and recommend improvements that will lead to successful adoption.

Next, we examine the critical business services your organization supports and the key targets to be achieved. We then map these to infrastructure components and determine their relationships to understand your delivery chain. Service impacts are then identified and used as input to your service catalog design.

The service catalog provides an overall view of the services being delivered along with any contractual and impact information. This is then used to compile the control measurements used to monitor your service.

The final stage is to deploy a reporting and analytic capability to monitor and report on achieved service levels. This normally takes the form of an online dashboard along with supporting historical statistical analysis. The dashboard will immediately highlight the effect on end-user performance of issues arising in the infrastructure.