Best Practice Assessment, Health Checks and Improvement
"Through our Assessment, Health Checks and Improvement Plans You get to know where you are to be able to understand how to get to your destination"
Fox ITSM Best Practice Assessment, Health Checks and Improvement Plans provide an independent, objective view of an organisation’s Service Governance, Design and Management effectiveness and capability. The approach enables the production of a comprehensive report and improvement plan that underpins the achievement of specified objectives using best practices such as ITIL®, COBIT®, Agile, Design Thinking where required.
In order to provide objectivity and repeatability at all stages of the assessment, the assessment and delivery approach conforms to global best practices, as defined by the Institute of Auditors, and as embedded within the ISO/IEC 33061 standard. Each engagement also draws upon Fox ITSM’s many years of proven experience.
Are you faced with increasing demands for:
- Improved Governance and Oversight
- Higher Customer Satisfaction
- Value for Money and Cost Reduction
- Enhanced Service Quality
- Faster Service Change
- More Efficient, Effective and Mature Processes
- Better Staff Morale
- Improved CX & UX
The Fox ITSM SA Management consultant will facilitate group discussions, through a series of kick-off meetings, initiation sessions and in-depth workshops covering specific practices, to gather knowledge of the functions, practices, technologies and governance according to the current operational environment. The staff required to participate in the workshops will typically be management and working practitioners. It is not necessary for the same staff to be present throughout all workshops or for them to have an in-depth understanding. However, they do need to be familiar with the day to day running and management of the environment in question. Typically each workshop will last between 1.5 and 2 hours depending on the number and type of areas to be covered.
Should further clarification of points discussed during the workshops be required this will be achieved through informal interviews with the appropriate staff. Identification of the staff to be involved and scheduling of the workshops will be finalised in advance. Also, invitations explaining the scope and format of the workshops will be sent out in advance allowing time for any preparation and gathering of appropriate information.
The workshops and interviews will be followed up and reinforced through observing various working practices. Also, supporting documentation will be reviewed to check for completeness, accuracy and adherence to how working practices are actually performed. Again, the schedule of what is to be observed and supporting documentation required will be covered as part of finalising the detail of the scope and approach.
Once the workshops and data collection for the assessment has been completed, the Fox ITSM consultant will analyse and evaluate all of the documented information from the workshops and data gathered during the observation and document review activities. All documented and gathered information and observations will be assessed against specified scope and objectives, working environment and documented best practices. The output of this analysis will be documented in a comprehensive report that drills down into each process within scope.
The report includes:
- The baseline ratings for each section and practice within scope
- Observations and a summary of finding
- Recommendations that should be implemented in order to achieve the objectives and service improvements
- A tailored Implementation Roadmap and action plan
Whilst the recommendations detail the specific items that need to be addressed, the next stage focuses on planning how the recommendations should be implemented.
This is achieved through an initial presentation of the findings to the stakeholders, allowing for further discussion. This presentation is then directly followed by a workshop to discuss how the recommendations can be addressed, and in which priority. With each consultant having real-world delivery experience, Fox ITSM SA are able to offer proven expert advice on how to successfully structure an improvement programme and implement the recommendations, including ways in which to accelerate and sustain continual service improvements.
Once this information has been agreed, the output can be documented into a final road map that details the plan for achieving the objectives within the required timescales and budget.
Fox ITSM Assessment Services are delivered by Fox ITSM’s Service Management consultancy team which has over 20 years of proven IT Governance and Service Management experience, mixed with some of the latest management concepts and real-world delivery experience.