ITSM & Support Services

The first client we provisioned IT Service Mgmt. (ITSM) and Support services too had recently gone through a digital &

technology transformation programme due to end-of-life equipment and single points of failure in their existing 3rd party support. Whilst the understanding for investment was needed, what wasn’t equally understood was the elevated support mechanisms needed thereafter to achieve composability between these new systems and platforms. As such, we had to explain the need for this and take them on a journey to safeguard and future-proof their investment and help accelerate business growth. We did this over several key areas of insight.

1. IT Infrastructure Library (ITIL) – Firstly we adopted key elements of the ITIL framework to align IT services with the client’s business needs, in a simple and easy-to-understand way. At the core is the ITSM Governance and reporting on the agreed support services we will provide.
   

2. Service Desk Ownership – We emphasised the importance of having a one-stop-shop (Service Desk) where users can go to get help with their IT problems, in a fast and friendly manner to help increase customer satisfaction. Irrespective of whether it’s our responsibility or the responsibility of another 3rd party resolver group, we take ownership and track through the team.
   

3. Incident Management – We explained how incident management works, with a focus on how to resolve problems quickly and minimize downtime through prioritization levels and escalation procedures subject to severity.
   

4. Problem Management – A lot of discussions were also had around our process of finding the root cause of problems and fixing them for good, to avoid similar problems in the future or repeat incidents.
   

5. Change Management – With new systems comes more responsibility and as such you need more structure & processes in place for changes to IT services. As such creation of a change advisory board to control and authorize change requests ensures everything runs smoothly and without interruption.
   

6. Continual Service Improvement (CSIP) – As part of onboarding we conduct a risk and resiliency audit to benchmark vulnerabilities, and manage risk but also to drive change to improve the service. We then regularly conduct CSIP audits that feed into our ITSM governance meetings to agree on changes needed in and around improving IT services, not just as technology evolves but also to meet the client’s changing business needs.
   

7. Technology – Finally it is key to explain the role and complexity of technology in running a business, but equally it is also key to relay the benefits of adopting special tools such as automation, in making IT support faster, more accurate and more efficient.