What We Do

Our Services

IT Services

IT Services are the total expression of what the IT Organization provides to the user community they serve. We assist our clients in defining the services they provide as a key component to support the business strategy. Once the services are defined the levels that must be provided for each of the services provided and correlated to the cost of the level desired. As part of the definition of the service levels the metrics that will be utilized to measure success must also be agreed. As Peter Drucker said, “You can’t manage what you can’t measure.” Determining the “right” metric is as important as determining the proper level for the standard to be achieved. As an example choosing close rates for service requests without choosing the success rate gets people closing service request quickly as opposed to properly; a common failure in many service departments.

The trade off between the cost of the service and the level of service to be provided is a critical component of the decision making process. The use of process maps is important to understand the necessary steps in providing the service and what may be able to be eliminated. Once the services and service levels are agreed the division of the work to be performed among the various organizations can be agreed. Managing service delivery successfully on an ongoing basis is the KEY task for IT organizations.