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Provision of both training and consultancy in IT Service Management, utilising best practice as contained within ITIL, and
assisting organisations in the delivery of high quality IT services.
Consultancy services included IT service management assessments, IT functional health checks, service improvement workshops,
customer satisfaction surveys IT service management benchmarking, service management software selection, development of processes and procedures, and
assistance with implementation.
Consultancy projects included:
NSW Health Department (March 2001)
IT Service Management Assessment of Corporate Computing Services to assist CCS in
bringing the IT infrastructure, and the services delivered over it, into a controlled environment. The assessment included the Service Support and
Service Delivery disciplines as well as automated operations and customer service. Current practices were compared with industry best practice and
gaps identified along with recommendations for service improvement.
GRAINCO Australia Ltd (November 2000)
Provision of a Help Desk customer survey plus advice on execution for the client.
Department Of Defence Joint Logistics Systems Agency (October 2000)
Help Desk operational review comprising a review of four Help Desks and recommendations for process improvements. Documented
incident and problem handling procedures were created explicitly for JLSA along with recommendations for the consolidation of seventeen Help Desks
into an IT Service Centre. A transition strategy was delivered. JLSA are currently initiating the service improvement project, which will implement
the recommendations.
Coles Myer Ltd (September 2000)
Assessment of the Customer Service Centres against best practice in the areas of incident, problem, change, configuration and
service level management. The assessment covered processes, tools, staff and structure. The deliverable included a vision for the future consolidation
of both Customer Service Centres and a transition strategy. Coles Myer are currently initiating the recommendations provided.
Client satisfaction feedback stated: "We have been very satisfied with the very detailed report Karen Ferris prepared for
our CSC, together with the knowledge and understanding she demonstrated that went behind the project. The work has challenged the management at Coles
Myer to move our CSC and associated areas to a new and higher level of operation". (Ron Vimpani, Operations Manager).
Pacific Dunlop - Hitachi Data Systems (July 2000)
Assisting HDS in completion of a due diligence exercise on existing mainframe processes against best practice disciplines at
Pacific Dunlop’s Data Centre. The review included Help Desk, Problem Management, Change Management, Configuration Management and Service Level
Management. HDS have used the findings to assist in their take-on of the Pacific Dunlop operation.
South East Sydney Area Health Service (April 2000)
Comprehensive assessment of all IT Service Management disciplines within the Health Service. This encompassed the Service Support
areas of Help Desk, Problem, Change, Configuration, and Release Management as well as the Service Delivery areas of Service Level, Cost, Contingency,
Capacity and Availability Management. Customer Service and Automated Operations were also examined. The assessment covered process effectiveness,
staffing, structure, skills, tools and culture. Potential benefits from implementation of the recommendations were matched each SESAHS IT service and
associated key performance indicators. The consultancy concluded with a senior management workshop to agree priorities and obtain management and staff
commitment. SESAHS are now implementing the recommendations.
Hitachi Data Systems (November 1999)
Service Support Assessment for HDS covering Help Desk, Problem, Change, Configuration, and Release Management. Identification of
strengths, weaknesses, opportunities and threats, detailed analysis of processes, tools, structure, reporting, skills and training, customer care and
communication and knowledge management. HDS have fully embraced the ITIL concepts and are undertaking implementation.
Victorian Parliamentary Services (May 1999)
Help Desk Health Check of the Parlynet Help Desk Service supporting the major statewide information technology network which links
together all Electorate Offices with Parliamentary Departments and the applications which permit the sharing of Parliamentary information. This
included a customer satisfaction survey involving interviews with MPs and Electoral Office staff. The deliverable was identification of strengths,
weaknesses, opportunities and threats and recommendations covering process improvement (incident, problem and change management), tools, structure,
staffing, training, accommodation, service levels, contingency planning, customer care and communication. Implementation of the recommendations is
progressing well.
Victorian Department Of Human Services (February 1999)
Review of the department ‘s Service Centre strategy as it related to the amalgamation of some sixteen regional Help Desks.
Consolidation of existing work and documentation was required to produce the Business Model for DHS. An Interim Model was also produced to facilitate
a phased approach to the implementation of the Business Model and meet imposed time constraints. In addition to the operational models, a
specification of system requirements for software to support the models was provided. An evaluation of the tool set chosen by DHS against the system
requirements was performed resulting in a gap analysis.
Hazelwood Power (February 1999)
Help Desk Health Check and subsequent assistance with the development of, and implementation of, incident, problem, change and
configuration management procedures.
Vodafone Australia (September 1998)
Help Desk Health Check- detailed analysis of Vodafone’s Help Desk operation including a customer survey.
Training courses developed and delivered include:
The Effective Help Desk – 2 day course for Help Desk Managers and senior staff.
Training courses delivered include:
Service Management Awareness – 1 day overview course
Service Management Essentials – 3 day internationally certified foundation course
Service Support – 5 day internationally certified managers course
Service Delivery – 5 day internationally certified managers course
Service Level Management – 1 day practitioners course
Other activities include:
Member of international Quality Assurance team established to review the revised ITIL Service Support publication.
Production of itSMF (it Service Management Forum) Australia newsletter.
Presentations at user forums and conferences on the subject of IT Service Management. Delivery of papers for various service
management publications in both Australia and UK.
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