Iseo Blue.
Service Management
Enhance IT Services Quality
Internal IT teams often face growing issue queues and poor service perceptions. I make recommendations to improve help desk performance, customer satisfaction, and change management processes, adhering to ITIL best practices to reduce disruptions and repeat incidents.
Services Offered
Development of service improvement programmes
Creation and implementation of corrective action plans
Facilitation of workshops with support team managers
Incident management process setup and enhancement
Comprehensive reporting and performance tracking
Establishment of change management processes
Creation and management of Service Level Agreements (SLAs)
Ongoing monitoring and adjustments to service delivery
Case Studies
Case Study
Client: Organisation delivering services to a government department
Challenge: The organisation was at risk of contractual breaches due to service issues.
Solution:
Drafted and implemented a service improvement programme
Worked with support team managers to define corrective actions
Reviewed and tracked the action plan with the client
Implemented robust incident and change management processes
Created a new SLA framework and tracked performance
Outcome: Turned around a severe situation, achieving client satisfaction at each action plan stage. The relationship improved significantly, leading to the organisation's and government departments' repeat business.
Testimonials
Nigel Fishwick, Chairman, Trustee
"Alan is one of that very rare breed of IT experts who are fluent in plain English. He not only completely understands the IT world, but can relate to Management Boards not just circuit boards. I would recommend him unhesitatingly."
Rates
Title | Indicative Cost |
|---|---|
Day Rate | £750 / Day |
Hourly Rate | £150 / hr |
Introductory call & exploration | Free 45 mins |