ThinkITSM implements formal performance improvement practices for IT. We help our customers get the most out of their existing ITSM tools, ITIL processes and People and help tell meaningful stories to senior management about their sucesses. Our experience is drawn from spending years as practitioners and consultants recognizing that organizations often treat IT performance improvement initatives as a project or series of projects rather than a lifestyle change. This can result in over expenditure on technology and demotivation of team members who get frustrated by the organizations lack of being able to improve outside of formal resourced initiatives.
We use Continual Service Improvement as mechanism to teach organizations how to implement their own improvement programs that are self sustaining month after month and year after year.
CSI is critical to tell effective value stories because nobody thinks about IT until something goes wrong. CSI highlights your strengths and successes and allows you to understand and address your weaknesses in a proactive and repeatable way that encourages increased investment that creates a virtuous cycle of optimization.
We provide CSI-as-a-Service (CSIaaS) as it changes the focus away from tools toward performance improvement or cost reduction. Our framework teaches your team how to implement a formal CSI initiative that will maximize how your IT department delivers IT services to your customers or consumers.
Most organization might measure their process maturity once every 5 years and rarely do very much with the results. Our CSIaaS platform will enable you to track your process maturity and see what you need to do next as often as you need to..
Many organizations struggle with customer surveys to get results that can be actioned. CSIaaS helps you build surveys that actually will improve how you conduct support.
Before your implement a new ITSM tool or updated processes it is important to be able to baseline your current performance. CSIaaS provides easy ways for you to measure critical current performance levels and know where you need to improve.
If everything is important then nothing is. ITSM tools measure everything but was are the critical few measures from the important many that you need to inform senior management that you are being effective in running your IT Practice. Roll up all your key measures into a single success score that you can share with senior management on how effectively your IT Practice area is performing.
After baselining your existing ITSM performance you can set goals of where you want to be and show IT's value to the organization.
After setting a goal, you can build plans, assign tasks and make sure everyone is doing what they need to hit performance targets.
Many organizations that have been running a service desk or help desk for many years are not certain how to answer this question. ITSM Coach provides insight by removing the guess work from metrics. Organizations are provided with reports that demonstrate success or areas of improvement, while ThinkITSM Wisdom Windows assists in the interpretation of the data from the service desk. This enables organizations to make appropriate and responsive changes to their practices.
TSM Coach is populated with the types of procedures that are utilized by the best run service desks. The ITSM Coach application enables you to take advantage of any of these procedures as well as create your own, store and maintain them.
There is an often reported ‘chasm’ between IT and the organization it supports. IT often has access to the technology to survey end users or customers but is unsure of the questions to ask and how to interpret and communicate the results. ITSM Coach has a survey engine that is pre-populated with all of the questions necessary to effectively survey your organization’s end-users while providing expert advice on how to conduct customer surveys. In the background ThinkITSM Wisdom Windows, chart the data received from the surveys. This enables organizations to view and make proactive changes to their practices based on survey responses.