Improving Performance in IT Outsourcing
Service Offerings
IT Outsourcing Performance Improvement - Training & Workshops:
We can accommodate class sizes between 10 to 12 resources. The training consists of 4-6 sessions that are between 60-90 minutes in length and can be scheduled at your convenience.
In the last session, we incorporate examples from your existing environment so the participants can apply the new concepts to situations that are familiar to them.
IT Outsourcing Performance Improvement - Advisory Services:
Advisory Services provides a hands-on approach where we integrate with your current teams to provide mentoring and guidance with the objective to have a rapid impact on the current environment.
In preparation for the engagement, we will conduct a complementary evaluation of the As-Is environment and formulate an approach to provide targeted improvements. Once agreed upon we will execute on the remediation roadmap. These efforts are normally 2-4 months in duration, which at completion will be transitioned to a member of the existing team.
Service Offerings for Improving IT Outsourcing Performance
Training: Applying Critical Thinking to Application Maintenance & Support
The objectives of this training program, is to focus on developing root cause analysis, decision-making, preventive thinking, and collaboration skills. It is intended to transform the support team’s mindset and practices.
Advisory Services: Applying Critical Thinking to Root Cause Analysis & Major Incidents
Enablement goes a step further than training by embedding an experienced lead into your existing support team to coach them in the application of Critical Thinking into the core Service Management functions: Root Cause Analysis and Major Incident Management.
Advisory Services: Applying Critical Thinking to Application Availability
This consulting engagement will focus on those platforms that are not meeting expected system availability targets. A SME will joint your team to help provide coaching on the appropriate steps to perform issue identification and the creation of a remediation Roadmap.
Advisory Services: SLA & KPI Optimization and Balanced Scorecard Implementation
This consulting engagement is intended to uplift the current Service Management capabilities by improving the current Performance Management performance and then extend the capabilities by introducing a business aligned Balance Scorecard.
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Phase 1: includes the identification of gaps in: definition, understanding, processes, governance, reporting and service delivery of SLAs and KPIs. Identification of issues and remediation steps will be created and tracked to completion.
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Phase 2: enhances the Service Management Office to move beyond the traditional IT measures of SLA(s) and KPI(s) to include the implementation of a "Balanced Scorecard" which reflects the impact IT is having on the business and external customers.
Advisory Services: Recovery Services for Troubled Managed Service Engagement
Managed Service engagements are some of the most difficult organizational transformations to execute well. We partner with IT Leadership, Managed Service Provider's (MSPs) Leadership and the Business to identify the root cause of dissatisfaction and the put in place changes that result in a refreshed the relationship and improved service delivery.