IT Outsourcing Advisory Services - SLAs, Strategic Sourcing & Fixes
20+ years fixing underperforming IT vendors. Boost SLAs by 20-30%, align procurement-IT, and recover troubled deals fast.
SLAs & KPI Optimization - establishing the right measures, monthly reporting, beating targets and creating a balanced scorecard for business outcome metrics
This consulting engagement is intended to enhance or establish Service Management capabilities by improving the Performance Management framework, improve service delivery performance and introduce business relivent metrics in a Balance Scorecard.
Phase 1: includes the identification of gaps in: definition, understanding, processes, governance, reporting and delivery of SLAs and KPIs. Identification of issues and remediation steps will be created and tracked to completion.
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.
Outsourcing Remediation - Fix a failing Outsourcing 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.
Outsourcing Remediation - Improving 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.
Outsourcing Remediation - Improving Application Availability & Stability
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.
Strategic Sourcing - Organization Design for Optimal Performance & Cost to Serve
We will work with you to establish a sourcing strategy that aligns with your objectives, taking into account your: cost savings targets, employee strategy, skills requirements and technology direction. We will identify retained vs. sourced roles, commercial engagement models (staff augmentation, managed service, outcome based). We will jointly create a roadmap and timeline to meet your expectations.