“It’s tough to be strategic when you are delivering daily operations tactically”


Service leaders must allocate the right amount of time for strategic thinking and initiatives for:

  • Alignment of goals and objectives
  • Establishing directives to govern scope of services and
  • Establishing success metrics to measure business value

“Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.” Sun Tzu (Chinese General and Author, b.500 BC)

The service strategy is the ‘placemat’ at the executive table. A flexible and adaptive strategy and support structure can allow you to respond quickly to changing customer preferences, market conditions and competitive threats. I recommend continued investment in technology, resources, and leadership that enhance the customer experience, reduce operational costs, and create opportunities for scaling the business without the additional cost.

Service Desk Service Improvement Roadmap

This engagement assesses the current state of the service and support organization with the
detailed approach of interviews, data, reporting and documentation review and shadowing and
observation. It produces a gap analysis against industry best practices for service strategy,
structure, people, processes, tools and metrics / reporting. The final presentation is delivered in
the form of key findings, prioritized recommendations and a continuous improvement Roadmap.

Root Cause Analysis

A highly productive engagement designed to find root causes of issues currently troubling an IT
organization, explain them in straightforward terms, and deliver a thorough set of initiatives to
solve them. Decades of experience in improving IT service and support have shown that most
disconnects between any IT organization and the business it supports are typically caused by a
small set of root causes. Identifying and addressing these core issues can provide dramatic
improvement in quality of service to the business and in quality of experience of customers, end
users, as well as IT employees.

Service Desk Tool Configuration

Many Service Desk tools have been over-configured and customized beyond easy and
inexpensive maintainability. I.T. Business Engineering uses the “keep it simple” approach to
ensure configuration of your new Service Desk toolset is not over-engineered and that
configuration of your existing toolset is “lean.” Lean thinking ensures the toolset configuration
includes nothing more than the amount of configuration necessary to drive maximum value to
the business.

Project Management

Provide project management staff to manage one or more projects for you. This service is
ideally suited for Program Management Offices that have temporary project manager needs but
do not have a budget for increasing permanent headcount. We can use your project
management guidelines, follow PMI PMBOK® guidelines, or use agile guidelines to work onsite
directly with your project stakeholders, managers, executives and customers to
understand objectives, risks, resource availabilities, priorities, dependencies, and other factors
that can jeopardize a successful project implementation.

Knowledge Management

The success of implementing technology and business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality services becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations.

Services designed to help Service Leaders:
  • Best position and leverage knowledge for any technology and business change
  • Best approach planning for your next enterprise technology and business rollout with the end-result in mind
  • Assess your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
  • Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
  • Communicating and marketing the availability of "help thyself" functionality for better adoption, higher success rates and improved customer experienceProvide project management staff to manage one or more projects for you.

 Workforce Management

To acquire, develop and retain the right employees with the right skills requires a strategy and best practices around:
  • Recruiting and Hiring
  • Training and Education
  • Coaching and Mentoring
  • Quality Assurance
  • Retention
  • Team Building
Team Building and Development / Customer Service Training

In today’s rapidly changing business environment, career paths are no longer as predetermined as they used to be. We believe that the roles people play within an organization are becoming very dynamic, and the one thing people can expect is change. The Service Desk employee has the opportunity to have contact with all of the people in the organization, and that can lead you into any direction you choose to go. The world is an oyster for people in IT support who have a great customer service attitude, technical skills, and business acumen.

It really starts with a great attitude. People like a can-do attitude, an empowered attitude. I can help you! Managers today want employees who have a solid work ethic. That means it’s up to you to be self-motivated and self-disciplined. Constantly be on the lookout for ways that you can add value. Don’t be content to answer the same boring questions day-in and day-out. Be in the problem-prevention business. Recommend ways to eliminate low value-add activities, for example, through automation, and to minimize business impact when technology changes occur. In today’s business world, it’s not enough to just have great technical skills. It’s what you do with your skills. It’s all about results.

Products / Templates / Calculators / Scorecards / Reports

Managed Services / Strategic Sourcing

  • Create Strategic Support Sourcing plans, options and alternatives
  • Explore Sourcing options / Staff augmentation
  • Vendor RFP creation & process management
  • Assistance with vendor contract negotiation

Additional Services

  • HDI Training and ITIL Certification
  • Customer Service Skills Training
  • Customer Surveying Services / Voice of Customer
  • Metrics / Reporting
  • Service Level Management - SLA / OLA and UC Creation
Services Catalog