Some missions

Certifications:

Our consultants have certifications in the following frameworks:

Examples of missions we did

Service desk (re)engineering
We have implemented several service desks that are single point of contacts for customers and users. We investigated ‘the Voice Of the Customer’. We designed and implemented the processes in which the role of the service desk is crucial so that they create optimal customer experience and –satisfaction. Example of these processes: service catalogue, incident and request management, problem management, change & release management.

Service portals & web shops
In order to make IT products and services 24h/24h available for customers we designed and implemented service portals & web shops. The focus is on self service, this means that the ordering and fulfilment value streams are as digitized as possible.

Operational excellence
Given two companies with the same strategy, the Operationally Excellent company will have lower operational risk, lower operating costs, and increased revenues relative to its competitors, creating value for customers and shareholders. Our approach is based on lean thinking, configuration management, availability & capacity management, change and release management.

IT Governance
We guided with the right structure, this means accurate governance boards that are selecting the best investment generating value for the stakeholders through a portfolio or strategic demand management process.

Architecture guidance
As a service provider you want that your architecture evolves in the right direction. You underpin business decisions with accurate architecture decisions so that the technology environment remains secure, performant, up to date and uniform. We gave guidance to implement an architecture board and define architectural principles.

Business alignment
Some IT department were somewhat isolated in the organization. Through relationship management we established and nurtured the links between the organization and its stakeholders at strategic and tactical levels. Through service level management we ensured that delivery of services was properly assessed, monitored and managed against these targets.

Crisis management
Through a service continuity management process we helped service providers to survive and to operate in times of crisis.