As a critical step for developing a plan to improve IT Support performance through Service Management best practices, we employ a seamless methodology for thoroughly assessing and benchmarking the current state of Help/Service Desk operations.

Through expert interviewing, process and documentation review, and technology utilization analysis, we accurately identify the gap between the current and required state the Service Support environment. The analysis comprehensively considers:

• IT vision & strategy
• Tactical goals & metrics
• Processes & procedures
• Staff roles, skills & abilities
• Training practices & documentation
• Technology & support infrastructure
• Corporate culture & workflow management

The gap analysis reveals the current state of the Help/Service Desk and provides a relevant comparison versus industry standards. The gap assessment report provides the foundation for the service improvement program, from which a strategy of quick-wins (proof of concept) and the long-term roadmap are developed.

Upon gaining acceptance and an appreciation from key stakeholders as to the level of IT Support change required, the planning, project management and staffing phase commences with a thorough definition of the project requirements and scope for successful implementation.

By effectively engaging clients, our assessment and benchmarking process ensures an objective yet collaborative approach to maximizing ROI and knowledge transfer when embarking on Help/Service Desk optimization/implementation.

• Partnered Approach
• Assessment/Benchmarking
• Project Mgt./Staffing
• Implementation/Documentation
• Training/Communication