Viewdeck

Intelligent Customer Function for the Cloud

Expert Skills and Support providing

  • Management of Cloud suppliers ensuring excellent service at benchmarked performance level.

  • Understanding your priorities, making evidence based decisions through use of available data and systems.

  • More efficient Service Outcomes,  demonstrating improvements through careful negotiation and partnership working with suppliers.

  • Strategic Vendor Management, aligned to Policy, Strategy and goals.

Features

i

Help to understand and confirm business objectives of service

l

Consideration of wider social outcomes, building into service objectives

Standardisation of commercial service offerings, perpetuate working good practice

v

Communicate, ensure understanding of benefits, Benefits Management

v

Transition Plan to help move your organisation to output-based delivery

Assist in determination and capture of desired outcomes

Help determine capabilities, needs and training delivery within service

Build new services on previously utilised models from other sectors.

Identify Intelligent Customer skills deficit and recommend remedial actions

Organisational Design and Change to support transition to your ICF

Benefits

  • Service delivery focused on outcomes and not processes.
  • Service designed and aligned to deliver business objectives.
  • Client staff understand target for business satisfaction and success.
    Client staff understand and engage, leveraging service outsourcing model.
  • Client staff skill uplift journey identified and planned.
  • Launching, new services from tried and tested templates.
  • Service change planned early in communication with suppliers.
  • Design and Implementation of an arms length informed governance function.
  • Better measured efficiency, continuously improving, managed business benefits.
  • Business more confident in Service Transition and Strategic delivery.

Key Areas

Service Integration and Management (SIAM) for the Cloud

Service Design for the Cloud

Service Improvement for the Cloud

Cloud Broker and Integrated Service Management

Service Strategy for the Cloud

Service Operations for the Cloud

Service Transition for Cloud Services

Intelligent Customer Function for the Cloud

A key challenge when undergoing a Service Transformation is constructing the organisation of skills and capabilities that can govern the service through the design, delivery and ongoing business operational phases.  Not having these skills can be a major risk to project failure, and by its nature, a transformation project generally means an upheaval of the status quo, embracing new business models, new technologies and new supplier models.  It is therefore not surprising that the organisation can often have a skills and knowledge deficit, which soon becomes an Achilles heel.  Modern trends in Government IT delivery encourage the general insourcing of disaggregated Service functions, to support Digital driven transformation, procuring Cloud services from smaller fragmented suppliers.  Increasingly, the Public Sector finds they need to quickly adapt an Intelligent Client Function to enable them to govern the service(s), and ensure they meet the objective of the business.

Tag Cloud: MSP, PRINCE2, Rational Unified Process, Unified Modelling Language, Managing Successful Programmes. Quality Assurance, Quality Gate, Project Assurance, Requirements Traceability, Strategic Outline Case (SOC), Outline Business Case (OBC), Full Business Case (FBC), SC, DV, ISO 15504, Six Sigma, BPR, ISO 9001

Key Processes: RUP/UML, COBIT, MSP, PRINCE2, ITILv3