ITSMC: Delivering a Service Management One-stop Shop
Lana Yakimoff, Principal Consultant & DirectorToday, organizations rely on technological innovations to remain competitive. With this comes an increased expectation about the services that customers receive— both internally and externally. Further, a lot of organizations have commercial and management issues with their service providers as to how they govern and manage the service providers delivering services into the digital age and also within a multi-vendor environment. The cause of all the challenges that organizations face today is lack of an efficient operating model, strategy and organizational change management, and understanding how to help vendors, people and the business through change. ITSMC integrates good practices, frameworks, methodologies, and standards to ensure that an organization’s operating and delivery model is useful and can include cost-effective strategies but providing excellent customer service and overall efficient but excellent service delivery.
As a priority, ITSMC assesses the customer’s vendor ecosystem to comprehend the relationships, service delivery capability, service principles, and how services are currently delivered. Next, the firm offers a complete review of organizations’ operating model to help them in managing their governance and management structures and capabilities involving the entire vendor landscape. The firm reviews commercial contracts, performance management reporting, FTE, and activities analysis from a broader perspective. ITSMC adopts Service Integration and Management (SIAM)—a Operating model—to enhance the ITSM capability for delivery and coordination of services. SIAM provides a framework with accountabilities, policies, processes, governance, risk management, assurance services, and end to end integration of services. It is meant to help with the supplier/vendor service integration, collaboration, and interoperability ensuring that their clients’ vendors are working within the defined operating model and governance framework of the customer. Further, the firm offers a 360-degree review of an organization’s process, which provides opportunities to improve, establish, and promote governance activities as well as required Organizational Change Management to help with the transition.
ITSMC also provides transformation and outsourcing services to enhance their ITSM delivery sphere. The firm has incorporated strategic objectives alignment into its planning and designing to help drive change in client’s transformation. The firm also delivers a process of multiple activities and streams; reviewing practices, identifying the gaps, designing a roadmap capability, benefits management, and value realization to drive this transformation. This allows organizations to leverage IT as an enabler of disruption and lead an effective and efficient change in their organization. ITSMC also provides bid management and bid strategy and selection services which include strategies and techniques to ensure organizations design and develop a roadmap, strategy for services. It helps customers select vendors and service providers, and help with compliance deliverables and milestone activities within a vendor management office, VMO.
Having carved a niche in the ITSM arena, the firm extends their services to the enterprise service management, ESM, bringing the business domain and their services through IT. ITSMC will also focus on security services and delivering customer service excellence, to continually improve their customers front line services. As service management becomes integral to every aspect of the business, ITSM professionals will need to demonstrate a proactive and visionary approach across the enterprise, digital landscape to drive rapid and positive business change,” concludes Yakimoff.
ITSMC also provides transformation and outsourcing services to enhance their ITSM delivery sphere. The firm has incorporated strategic objectives alignment into its planning and designing to help drive change in client’s transformation. The firm also delivers a process of multiple activities and streams; reviewing practices, identifying the gaps, designing a roadmap capability, benefits management, and value realization to drive this transformation. This allows organizations to leverage IT as an enabler of disruption and lead an effective and efficient change in their organization. ITSMC also provides bid management and bid strategy and selection services which include strategies and techniques to ensure organizations design and develop a roadmap, strategy for services. It helps customers select vendors and service providers, and help with compliance deliverables and milestone activities within a vendor management office, VMO.
Having carved a niche in the ITSM arena, the firm extends their services to the enterprise service management, ESM, bringing the business domain and their services through IT. ITSMC will also focus on security services and delivering customer service excellence, to continually improve their customers front line services. As service management becomes integral to every aspect of the business, ITSM professionals will need to demonstrate a proactive and visionary approach across the enterprise, digital landscape to drive rapid and positive business change,” concludes Yakimoff.
