Business Process Improvement (BPI) is a framework which helps organisations identify opportunities to improve existing processes through a continuous quality cycle.. Using a systematic approach, such as BPI, organisations have delivered significant cost savings while becoming more efficient, improving service quality and satisfying any governance requirements. Key activities may include;

• Strategic planning
• Business process audit, review and/or mapping
• Business Process design services
• Defining roles and responsibilities, RACI matrix
• Developing a performance management framework
• Technology review and integration with IT

Working towards Business optimisation internally and
externally through supplier or customer integration…..

Outsourcing is a huge industry for Service Providers, Vendors and Technology partners. As a Customer, we are not always ready and quite often don’t get what we need or want. From a Customers viewpoint, there are many strategies and things that are needed in place in order to successfully understand what needs to be done before going out to tender, RFP. Key activities could include;

• Educational and Planning Workshop
• Strategy thinking and SoaPs
• Roadmap design and development
• Tender review process
• Balancing Compliance and Deliverables
• Business Relationship Management
• Vendor and Service Provider selection process

Recognising before you spend your budget, what can be done to ensure value for money and business outcomes.

We offer a simple solution to short-term engagements. Sometimes you only need assistance or advisory services one day a week or for a relatively short commitment. Our offering is about ensuring you can afford the help without breaking the bank. Without complicated contracts, going out to RFP, or an RFT. We have a range of SME consultants on offering depending on your business needs or problem. Our SMEs offer;

•Technical consultants,
•Network engineers,
•Security specialists,
•OCM, ITSM, SM,
•SIAM or
•Strategic consultants
•Operating Model
•We offer a range of experts at your service…..

You can buy service engagements in various timeslots; – one week or right up to 4 weeks or more. Or buy monthly services – so you only use as required

o    Drawdown facilities

o    Time Management offered and more

How can we be of service?

Service Integration & Management (SIAM) is becoming more prevalent in the Australian marketplace as a viable strategic sourcing model for IT consumers. With this, there is a requirement for a holistic understanding of all SIAM service elements and their respective price drivers. ITSMC and ETBS have identified an opportunity in the market to assist and enable IT consumers to build and price a bespoke SIAM sourcing model that best fits their end-to-end service management ecosystem.

What we can do for you:

• Bring Enterprise Bid expertise
• IT Cost and Value Benchmarking
• Enterprise Service, Pricing and Performance Assessments
• Contract review, development and input
• Complete BID review, Strategic, Tactical and Operational data
• Ensuring Operational and Tactical data
• Strategic Bid Management Services
• Review of Framework, Methodologies and Good practices
• SFIA defined SIAM capability
• Value for Money Procurement
• Inbuild compliance, Governance and Management capabilities
• CSI lifecycle approach

We’re here to help grow your business with fit-for-purpose SIAM capability.

Adopting ITIL into your Service Management capabilities and framework delivers quality outcomes to your business and customers. Ensuring your delivery model is effective by integrating recognized good practices, frameworks, methodologies and standards as part of your overall solution. These benefits could include introducing cost-effective strategies and optimise ITs value to the business. Key activities may include;

• Due diligence & assessing current Business and IT capabilities
• Strategic planning and roadmap design
• Organisational Change, Communications Strategy
• Stakeholder and Risk Management
• Process Design optimization or design
• Establishing Operational and Business Excellence
• Training needs analysis, including coordination and or delivery
• Certification training via our alliance partners
• Performance management framework, KPIs
• Service Management practitioner coaching and mentoring services
• Go live and Early Life Support

Optimising your Service Management and driving better business outcomes……

Service delivery within a multi service-provider environment is challenging but achievable, by designing and adopting a Service Integration model. SIAM, Service Integration and Management is a best practice approach and model that enhances the ITIL framework for delivery and coordination of services.
Overlay and integrate a governance framework, this additional capability augments this service further. Service Integration requires integration at the customer, supplier and across the cross-functional (CF) levels.

Designing a Service Integration can help ensure your providers are working within your defined Operating model and Governance Framework. SIAM provides a framework and operating model with clear accountabilities, policies, processes, governance and risk management. It also helps with the supplier/vendor integration, collaboration and
interoperability.
Key activities may include:

• Service Integration and Management audit/review
• Design Service Integrator and Multi-Source Operating Models
• Process, Service, Governance integration modelling
• Governance, Policies, Compliance Management development and integration
• Process Management, Performance Management, KPI’s
• Governance integration such as COBIT
• Governance Integration Strategic, Tactical and Operational levels

An Operating model that drives consistency, transparency and
scalability…….we help you put all the pieces of the puzzle together
and managing your supply chain

We help transform your organisation that cultivates purposeful relationships between your brand and your customers by unlocking your organisation’s real potential. We work with you to understand your customer service needs. The work would include a 360 review of your customer services capability today including reviewing your employee’s skills, and current abilities. We tap into what your customers think of your customer services and also work with call centre/service desks. What we can help you with is;

•Developing a customer-centric strategy
•Build the beginnings of a culture of service excellence
•Maximize human capital to increase performance and profitability
•Ensure your employee’s skills and capabilities are where they need to be
•We offer full OCM, training and coaching services

We help ensure Customer Excellence becomes part of your organisations DNA.

Skills Framework for the Information age (SFIA) is:
A practical framework to describe and measure the skills of IT professionals. It enables organisations who use this framework to understand what skills they have, what they need, and identify their skills gaps. ITSMC can help your organisation undertake:

•An organisational wide skills assessment
•An organisational wide validation sessions
•Provide organisational wide skills data showing, what you have, what you need and your gaps
•Also used for Talent Management
•Learning and Skills Development capabilities

Investing in your core assets, your people…..

Governance plays a vital part within any enterprise, business and IT organisation as it provides a cohesive approach to governing your business. Without governance how are you delivering your customers services but more important understanding if they are at the right level? Governance should form part of your delivery model and be integrated with your other frameworks and good practices. A review of your existing Governance capabilities or establishing frameworks can provide opportunities to improve, establish and promote governance activities.

Services may include;

• Audit and advisory services
• Policy Formation
• Process and Procedure benchmarking
• Integration services and operating models
• Service Integration and Management

Good Governance is about conformance and performance…

As Business and IT ecosystems evolve, how are you placed and keeping up with disruptive technology and the challenges they bring? How is IT supplying services demanded by the business? Or is the Shadow IT department slowly coming out of the dark and delivering services? Unless some sort of business and IT transformation takes place, how will IT been seen as an enabler of service and innovation.

Transformation is a game changer for IT, the business and the staff across the business. IT is a process of multiple activities and streams; reviewing practices, identifying the gaps, designing a roadmap capability, benefits management and value realisation. Planning and designing should incorporate strategic objectives alignment to help drive change. Services may include;

•Audit and advisory services
•Operational efficiencies optimisation
•Governance review and revamp
•Technology drive business innovation
•Operating model review “today” vs “future” model
•Organisational Capability review; People, Process, Partners and Technology stack
•Business, Risk Profiling and Management
•Organisational Change
•Portfolio, Program and Project integration
•Establishment and Integration of Governance

Become an enabler of disruption and lead the change……

SIAM strategy review for Service Providers or customers about to embark on this journey. Our service offering is to review your Bid Management and responses to tenders or your SIAM offering.

Service providers – why are you not winning work from customers that go out to tender?  We offer:

•Tender and Bid Management Process review
•Your SIAM service offering
•Benchmarking services; reviewing your financial costs against competitors and more

Customers:

•Are you about to embark on tendering processes?
•Do you need assistance with your strategic planning?
•Help you tender writing framework? Ensuring business needs, are you meet?
•Review of current contractual deliverables?
•Ensuring that what you need in service delivery and your SIAM implementation is well defined and delivers to your changing business needs

Let us help you through our practical experience, marketing understanding and address your business needs.

Service Integration & Management (SIAM) is becoming more prevalent in the Australian marketplace as a viable strategic sourcing model for IT consumers. With this, there is a requirement for a holistic understanding of all SIAM service elements and their respective price drivers. All of which are critical for IT Service Providers to bid for a Service Integrator (SI) function as part of a SIAM tender process.

What we can do for you:

•Bring Enterprise Bid expertise
•IT Cost and Value Benchmarking
•Enterprise Service, Pricing and Performance Assessments
•Contract review, development and input
•Complete BID review, Strategic, Tactical and Operational data
•Ensuring Operational and Tactical data
•Strategic Bid Management Services
•Review of Framework, Methodologies and Good practices
•SFIA defined SIAM capability

We’re here to help grow your business and increase your bid win rate.