Optimizing the support chain
Optimizing the Incident management process in order to improve operational efficiency (e.g. resolution time, escalation matrix)
ALIGNING the business
Understanding the impacts from the perspective of the business in order to realign the responsiveness of the IT department with the company's business challenges
Defining recurring performance indicators and levers to manage the process and its effectiveness over time
Our methodology is based on 3 key steps that can be adjusted according to your objectives and combines our expertise in Incident and Delivery Management.
Identifying and evaluating operational irritants, dissatisfactions perceived on the business side and collaboration and communication flows between departments.
Evaluating performance gaps
Analysing the gaps between business and IT and evaluating the effectiveness of the indicators in place and the reliability of KPIs/SLAs
Optimizing processes and monitoring KPIs
Proposing an optimized process that ensures a sustainable operating mechanism and a control tower for monitoring key indicators