Your team's remit is to deliver service to the business. Doing well requires solid management of IT capability and a culture centered on customers' needs.
Doing well is not easy. You are often faced with any of the following challenges:
- Complex, fragmented IT infrastructures
- Multiple suppliers
- Centralized and de-centralized support models
- Multiple processes and tools that are seldom integrated
- Inwardly focused support services
- Demanding customers
- External pressures – regulatory compliance.
Over the years, PA Consulting Group has helped clients achieve success by raising their IT function's operations to a new level of excellence through the following solutions:
- ITIL® implementation – We work with you on adapting and adopting ITIL® guidelines as part of an IT transformation program. We then help develop more efficient processes that make more effective use of people and assets. These documented processes will enable you to meet regulatory compliance such as Sarbanes Oxley.
- Service management organizational design – We help you design and implement an IT organization that can manage IT service provision cost effectively with customer needs in mind. We assist in implementing:
- An effective governance structure
- A real time performance management framework
- Robust key service management processes
- A refined organization structure with clearly defined roles and responsibilities
- ITIL® training – We've developed an ITIL® Foundation Course that will provide participants with a rigorous introduction to:
- The 10 Service Management Processes
- The Service Desk function
- ITIL®'s view of security management.
Over the two day course, participants develop a strong foundation of ITIL® theory as well as a thorough understanding of the relationships and interactions between ITIL® and other leading practices such as COBIT and ISO 20000.
- Transforming IT performance – We work with you on delivering a tailored solution that draws on many of our best practice methodologies.In so doing, we help you:
- Ensure they measure only the right elements of the IT organization
- Install effective mechanisms to discuss and act on measurement
- Develop cross business / IT processes to help drive IT performance excellence
- Build an IT organization that seamlessly interacts with the business and clearly understands its responsibilities for delivering services.
How we are different
We are management, technology and systems experts with experience in transforming organizations across major industry sectors.As such, we deliver IT service management within a change framework, helping clients achieve the right blend of people, processes, clear goals, measurement and improvement, expert advice and the appropriate organizational energy in order to bring about successful, lasting change. Since each organization has its own needs, we make sure we find the right blend for each client, not a one-size-fits-all solution.
For further details, please contact us at service-management@paconsulting.com.
Our insights
itSMF service management vision cards
Using IT Service Management guidance for IT sourcing success
Avoiding the banana peels – How to keep your Service Improvement Program from slipping
Top ten tips for ITIL® change management
Actionable incident management metrics
Learning to cook: ITIL® – are people the binding ingredient?
Wake up and smell the coffee – ITIL® maturity survey
Top ten tips for global ITIL® implementation
Operating level agreements – The missing ingredient to drive value from outsourcing
Our case studies
A global pharmaceutical company
A major wireless operator
Our presentations and workshops
Operating Level Agreements: The key to service success
Energy East
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
