Almost all organisations are increasingly dependent on technology-enabled services. The success of various enterprises as well as other related IT services depends on how well it can deliver its service against the expectations of an increasingly demanding client base. Well-publicized corporate scandals and new regulatory requirements have led many business to insist that the IT sector should adopt a service quality management culture.
Maximus assist its customers in implementing a robust ITIL & ISO/IEC 20000-1 Service Management System (SMS) to support the organisation in managing a service life cycle, from planning to delivery and improvement, offering better value for customers as well as those delivering the service. As such provides an ongoing visibility, allowing for continual improvement in effectiveness and efficiency in its service provisioning.
If you are looking for service excellence, you need to plan your services carefully by doing the following steps.
Identify what you want to provide as a service provider and create a service catalogue.
Perform risk assessment on your services to identify potential pitfalls and avoiding them.
Generate service reports for your customers.
Manage a good configuration management database for the service.
Manage your services through a set of robust service management processes.
The idea of having proper service management will be mooted as the Organisation matures. The formalization of services will be met with challenges of such;
How should the services be categories so as to create clarity to the audience?
What are the service effectiveness metrics that should be measured to determine the quality of service?
What are the configuration items needed to be tracked for the services rendered?
How to create satisfaction survey to determine if customers are still happy with your service?
Maximus service management consultancy comes with two perspectives namely service engineering and operational support engineering. Through service engineering consultancy, the Organisation can achieve the following benefits;
Develop service catalogue to clearly reflect the existing services and corresponding service components.
Create BCG growth share matrix to determine service viability.
Optimise the customer engagement and handling of service requests.
Through operational support engineering consultancy, the Organisation can achieve the following benefits;
Identify the services and their supporting devices/equipment necessary to provision for the services.
Review and formalize the service management processes for supporting the services.
Create configuration management database for IT devices as applicable.
Trending of similar assets through the use of configuration management database for better prediction.
Maximus provides a robust service management framework to the Organisation by first conducting a detailed understanding of the business services rendered by the Organisation/corporate function in terms of how the services will be offered, the service options available and how existing services are being managed. The understanding of the services will allow Maximus to make recommendations to how services should be categorized as part of service catalogue formalization. Maximus then defines a set of trending parameters for predicting the service growth potential. As part of service optimisation effort, Maximus needs to make a detailed study into the various service requests and to identify possible formalization of service requests to improve service engagement.
Once services are aligned, Maximus makes a detailed study of past incidents and crisis, the established processes used in supporting the process as well as the defined roles and responsibilities involved in the service management. Maximus will then make use of the studied information to formalise the service management processes necessary to support the services.
Our Solutions
Service Risk Management
Development Of Service Catalogue
Service Portfolio Structuring
Development Of Service Management Framework
SMS-Based Process Engineering
SMS Process Automation Advisory
Performance Monitoring & Audit
Tell us more about you and how we can help you improve your service provisioning.
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