New Era in Business Service Delivery

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We have been providing services associated with enterprise service management technologies since the year 2001.  Over the years, our involvement with specialized technologies, best practices such as ITIL, COBIT, Prince 2,  and relevant standards such as ISO 20000, ISO 27001 & ISO 15504, along with lessons learned from interaction with a diverse range of customers on multiple continents, has assisted our organization in establishing strong capabilities to assist customers on their path of continual service improvement (CSI)  for their service management processes.

Organizations that choose to be our customers vary in their understanding and acceptance of IT industry best practice adoption. Some organizations are well down the path of adoption and are totally committed to the journey, while others are aware of best practices and have a desire to implement these in their organizations overtime. Quite often we deal with organizations who have no real knowledge of best practices or who are skeptical and not interested in this journey.

Our experience allows us to be practical in the approach for each type of organization. The key to our success has been to maintain a level of quality by following and not compromising an accepted and established deployment strategy. For organizations that are new or ignorant of best practice frameworks such as ITIL, we work with them to ensure that they understand the major challenges faced, such as lack of senior management commitment, lack of appropriate funding to make the project a success, and tackling the reluctance to change within the organizations IT division.

CSI is driven by a number of sequential questions that follow a continuous cycle of gradual but carefully planned improvement steps.

  • What is our vision for IT? – business inputs are needed to generate this from strategies, objectives, policies, critical industry factors (CIF), key performance indicators (KPI) and plans.
  • Where are we now? – understanding the maturity of the IT organization in comparison to accepted best practices or bench marked against industry standards and other competing organizations.
  • Where do we want to be? – a defined target to be reached which is achievable over a reasonable small period of time and that is SMART – Specific, Measurable, Achievable, Realistic and Timely.
  • How do we get to where we want to be? – defining the actions to be taken that will form the basis of a specific service improvement project. This project is then planned to achieve the targets defined by the previous question and implemented and reviewed.
  • How do we know that we have reached where we want to be? – measuring, reporting and on ongoing review of what was done in the previous step, to identify what needs to be adjusted until this target is achieved.
  • Keep the momentum going – this is critical for any organization that is committed to ongoing improvement and protecting the investments made along the CSI journey.This is where senior management commitment is critical, short, medium and long-term!
So with the above in mind, our deployment methodology always starts at least with the question “where are we now?”