What we Do
Baxtrom Consultancy engages with a prospective SME company by evaluating its ITSM framework’s as-is and to-be states i.e., how does the current service offering look vs. what does good look like. Baxtrom Consultancy’s discovery phase is in-line with Industry best practice i.e., Information Technology Infrastructure Library (ITIL™).
What elements within Baxtrom Consultancy’s discovery phase is implemented depends on the company’s requirements and what service improvements the company intends to focus on. For instance, a company may want to focus on a combination of Strategy Assessment and Service Operation Evaluation or all elements. The discovery phase consists of the following:
STRATEGY ASSESSMENT:
Understanding a company’s strategy enables Baxtrom Consultancy to identify gaps, such as, “Are the services meeting the right expectations?”, “Are the services offered the right fit for the company?”, “Are the services offered still relevant in the current technological climate?”
This option of Baxtrom Consultancy’s discovery phase is suitable for companies either looking to re-evaluate their existing service strategy or wanting guidance on developing a new service strategy.
VALUE STREAM MAPPING:
With Value Stream Mapping, Baxtrom Consultancy looks at the make-up of the company’s end-to-end service offerings, how the company manages service requests / incident resolutions. Service offering dependencies such as vendor management, service level agreements, resource capability, and security are also looked into.
Baxtrom Consultancy will walk the company through this phase, to ensure a better understanding of service offerings and where improvements can be made.
Service Transition
This is where a company is looking to deploy a new service offering from development into operations, Business As Usual (BAU). The challenge develops when considering if the resources have the right support capability, are the end-users aware of the incoming service, budget (support) constraints been addressed, impact on SLAs / KPIs, and also post deployment support.
Rest assured, Baxtrom Consultancy will guide the company through every stage of the transition phase, and ensuring service disruption is kept to a minimum.
Service Operation EVALUATION
Service operation can be seen as the beating heart of any service provider, “How do you keep the lights on and the plants watered”? This option allows the company to better understand how the ITSM framework stacks up i.e. the effectiveness of Incident management / Service fulfilment, problem management efficiency, the right technical capabilities, resilient service desk operation and reporting.
This may sound daunting, however Baxtrom Consultancy’s guidance, experience and capability, we will ensure the company keep maintains a resilient service operation.
Continual Service Improvement
Once a service offering is part of BAU, the challenge is not “How do you keep the lights on…” but “How to keep the lights on…”, this translates into ensuring the services offered are fit for purpose, in effect responding to the adage, “What does a good service look like”?
At Baxtrom Consultancy, we review your current service offerings and identify critical areas of improvement against service contracts / provisions e.g. managing critical incidents, customer satisfaction engagement initiatives, resource capability challenges, establishing the difference between project type enhancements and service improvements. Baxtrom will also provide guidance on how to stay on top of these initiatives through measurement, analysis and updates.