Improving services, reducing costs, outsourcing or restructuring in the IT organization has led to the redesign of infrastructure and operations organizations based on a services-oriented model. Designing a services-oriented organization requires interplay between people, processes and technology to overcome infrastructure complexity and provide services across multiple environments. In our experience, improvement in the operations environment is one of the critical enablers to demonstrate business value from IT.

• Service Management Office Set-Up: We can help establish the governance structure required to design and implement the Service Management Office, streamlining governance processes and optimizing resource utilization and service performance
• Benchmarking: Our benchmarking consulting capability enables organizations to benchmark against high-performing organizations across financial, performance, function and tools landscapes
• Capability Baselining against cost, performance and quality dimensions
• IT Service management process assessment and ITIL adoption: Our Assessment Jumpstart Kit enables clients to benchmark and assess the current maturity of their IT service management processes, tools and organization in relation to industry standard best practices (ITIL®, ISO/IEC20000, CobiT)
• IT Service Costing and Chargeback Modeling: We can help create costing and chargeback models to resolve misallocations by using cost drivers that reflect unique consumption patterns by linking cause and effect to the cost-assignment process
• Service Desk Consolidation: Our services include the set-up of a unified service desk through a 360 degree evaluation of people, processes, technology, infrastructure and operations of the service desk, transitioning it to a service-oriented mode of operations
• Establishing and maintaining a relationship linking IT elements to business outcomes through Business Service Management (BSM)