Service Management

The Service Management practice delivers tailored solutions that cost effectively meet the specific needs of your business.

Our approach to Service Management is underpinned by the best practice IT Infrastructure Library (ITIL) framework, and is pragmatically structured to help you achieve the significant benefits that can be obtained from effective and efficient management of your services.

Below are examples of the business benefits that clients typically pursue through a Service Management programme, with information on CIO Consulting's approach to achieving these benefits.

Operational Efficiency

An efficient support organisation will maximise the benefits of best practice processes and tools and reduce Total Cost of Ownership. Clearly defined functions and roles will promote effective interaction between functions and limit inefficiencies.
  Find out more  (360KB)

Business Alignment

To deliver services effectively an IT organisation must understand and align with business needs and aspirations. Effective alignment improves customer perception of the IT organisation, this in turn leads to increased investment in IT solutions and services.
  Find out more  (326KB)

User Experience

The user community's interaction with IT significantly influences organisational effectiveness. A professional, efficient user experience, including Service Desk, Problem and Service Level Management, both supports the business and promotes IT's internal reputation.
  Find out more  (342KB)

Understanding & Controlling Infrastructure

IT environments are becoming increasingly complex. With multiple physical sites, inherited legacy systems and multi-vendor environments it is often difficult to form a clear picture of the IT infrastructure. Understanding the relationships between infrastructure components and services offers significant advantages in managing change, controlling assets and successfully operationalising projects.
  Find out more  (279KB)

Ensuring Service Availability

The integrity of business services is constantly challenged by both planned and unplanned events. Ensuring appropriate levels of availability provides obvious benefits to the quality of IT services provided. By understanding the business criticality of services, investment in risk mitigation measures can be aligned to the true value of each service.
  Find out more  (307KB)

Our Approach

The components of these services are founded on the best practice IT Infrastructure Library (ITIL), as illustrated below.

The Service Management Framework is a critical element of CIO engagements as it delivers a comprehensive perspective on activities underway, rather than the disjointed and compartmentalised view traditional methods yield. These service offerings, and even the individual component activities themselves, can be tailored to match specific client requirements. They can also be integrated, individually or as a set, into ongoing client programmes, such as Service Improvement Programmes or organisational transformation programmes.

Why Choose the CIO Consulting Service Management Practice?

The Service Management practice is a team of highly experienced Service Management professionals. The Service Management team has in-depth experience across a broad range of industries including Banking, Insurance, Telecommunications and both local and central government. Though the ITIL Red Badge (Manager) qualification is a prerequisite, we select on the basis of a track record of delivered results, leading initiatives such as organisational efficiency or Service Improvement Programmes (SIPs). We also demand a demonstrable understanding of business needs and drivers, as IT and Business Alignment activities are a core offering of the practice.