Examples of what we have done
The following examples highlight how our services create value for our customers.
On this Page:
- Typical Service Management Programme Definition Project
- Case Study: IT Governance in Insurance
- Case Study: Service Definition
- Case Study: Container Import Process
Typical Service Management Programme Definition Project
The purpose of a SM Programme is usually to upgrade the current Service Management System so that it can be used to upgrade existing services or establish new services that are required. The Programme Definition Project starts with a review of the current SM infrastructure that has been established and identifies the upgrades required. We make extensive use of the SM Architecture to do this to ensure that it is done on a comprehensive and complete basis, especially to identify the impact on all related ITIL® processes and managed services. From this we derive the desired architecture for the Programme, from which it is relatively easy to develop the Programme strategy and plans (including project plans) and the Business Case. The same principle is used to establish the initial Service Management System.
Case Study: IT Governance in Insurance
Configuration Management provides an important part of any organisation’s capabilities and is a key component of good IT Governance. In this short project, the staff of a Insurance company IT department were trained on the Configuration Management governance processes and the structure of the overall Configuration Model for IT Services was established. Key configuration standards and controls were identified using the processes in the SM Architecture. This helped to establish the essential infrastructure required for IT staff to complete and maintain the Configuration Model and its components on a flexible and longer-term basis. At the same time this provided a fundamental component of their IT Governance.
Case Study: Service Definition
A large London-based Arts Organisation reviewed its Complaint Management processes and decided that this area was critical enough to treat as a special service. The subsequent service definition identified missing components of the desired service and the priorities for its development as it became clear that not all these components could be provided in the short term. The subsequent project successfully delivered a much improved and thoughtful service for the organisation’s customers and patrons.
Case Study: Container Import Process
The Container Import “process” for a large Logistics Group was reviewed to identify how the average container turnaround time could be improved and the cost reduced for customers. The underlying processes to import a container, clear it through customs, unpack it and deliver the cargo to customers, involved complex options and cut across 5 different types of companies with over 100 individual service providers of diverse size and capabilities. The Programme Definition Project identified large financial and logistics savings from aligning systems, contracts and management structures, also through adjusting the mix of container management facilities. Furthermore it was decided to treat this as a Container Importation Service. The subsequent programme resulted in a significant shift in Group strategy to focus on optimising the service value proposition of this service to customers.
