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The key to implementing sustainable new business processes is effectively collaborating with the client’s key stakeholders throughout the entire program. By engaging top industry consultants and management expertise from Phase 0 to project completion/evaluation, we ensure that knowledge transfer is a continuous process rather than a discrete event or report. Recognizing that the implementation approach is heavily influenced by each organization’s constraints, culture and process maturities, we offer clients several customized Help/Service Desk improvement approaches. Our recommended approach is based on the findings in the assessment report, and typically follows one of three methods for implementing the project roadmap:
By presenting alternative implementation approaches, we reach our chief objective: to ensure effective knowledge transfer to full-time staff to influence cultural change and generate sustainable internal IT service improvement. Additionally, we build in a work plan to capitalize on quick-wins at little or no cost. This creates project momentum and allows us to demonstrate proof of concept and ensure buy-in from all stakeholders. Other alternatives include a pilot phase focused on specific tactical priorities; an awareness campaign to gradually introduce the Help/Service Desk improvement program; or customized training targeting specific IT Service and Support objectives. Throughout the implementation process, we measure, report and communicate regularly with all project owners. Qualitative and quantitative results are evaluated relative to baseline metrics and the initial project goals. Upon successful completion of the project, B Wyze works with IT leadership to identify follow-up priorities for further improving the efficiency and strategic value of the Help/Service Desk. |
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