Our goal with our Delivery Excellence Assessment Service is to provide data-driven insights for improving delivery excellence across the organization.

In today's harsh and unpredictable economic climate, achieving Delivery Excellence has become increasingly difficult. Businesses are under tremendous pressure to undertake a change in response to competitive challenges, technological developments, financial restrictions, and demanding end-users.

The challenges are further amplified when organizations cope with a disgruntled and disengaged workforce, weak management and governance systems, ineffective processes & procedures, and technologies and tools prone to failure.

The result is significant enterprise outages which are impactingimpacting revenues, causing perception issues & reputational damage, employee & customer attrition,and additional spend on new technologies, consulting services and transformational projects.

The following image outlines a summary of findings from a Delivery Excellence Assessment that was conducted for a client that was struggling with their operations.

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Scope:

The Delivery Excellence Service is typically requested to conduct an assessment and provide corresponding recommendations regarding the key IT support deliverables currently being provided.

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Sample Scope included:

• Major Incident Management
• Problem Management
• Incident Management
• Change Management
• Configuration Management
• Service Management
• Service Desk

Although the assessment in this case was primarily focused on the 6 Key Processes and Service Desk support operations, it is important to note the other participating teams which have played key roles in implementing or influencing the eventual services provided.  As a result, this report reflects a more ‘holistic’ view of the participating teams’ contributions along with the corresponding ‘opportunities’ and/or co-dependencies included for consideration.

Purpose:

The purpose of the Delivery Excellence Assessment Initiative was to review the 6 Key Processes and Service Desk support operations. The Review was centered on the First Line Management and Upline Management Disciplines, Operational Management categories, and Employee Engagement Systems, in conjunction with procedural documentation, tools & technologies implemented, and participants’ interview feedback.

Objective:

The objectives of the Delivery Excellence Assessment Initiative were to:

• Review the efficiency, effectiveness and execution of the 6 Key Processes and Service Desk support operations at a high level
• Identify current strengths and best practices
• Highlight Areas of risk and opportunity
• Compare existing practices to best practices
• Facilitate driving the (‘Right-to-Left’) strategy & initiative
• Provide documented results of this evaluation to management & other interested parties
• Provide best practice recommendations to facilitate operational improvement action plans

 Approach and Methodology:

1. Quantitative and Qualitative Analysis of data to understand and identify process behaviour. IPC, Events, RCAs, Process Documents, and Knowledge Base Articles. Voice of the Customer(Escalations, Surveys, Other Feedback)
2. Conducted an Accelerated Assessment Review (Assessment Across 71 Key Areas) of the Major Incident, Incident, Problem, Change, and Configuration Management teams, Service Desk Teams, Account Leadership, and Client Focals
3. Conducted a Deep Dive of 1-Major Incident Management, 2-Incident Management, 3-Problem Management, 4-Change Management, 5-Service Desk, 6-Configuration Management, and 7-Service Management Systems.
4. *Validate Observations with Leadership Team. Accepted observations will have prescriptive actions developed and tracked via a Service Improvement Plan.

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Assessment Timeline:

1. The 2-Week Phase - Discover,Survey, and Assess phase allowed for the quick collection and analysis of data to highlight specific areas of focus prior to the interviews.
2. The 4-Week Phase - Accelerated and Deep Dive Assessments were conducted for Major Incident, Incident, Problem, Change,Configuration Management, Service Desk and Service Management Operational Model. Interviews conducted using BBSI techniques with Client Staff, Account Leadership, Managers, and Technical Staff.
3. The 2-Week Report phase - Focused on delivering a detailed report highlighting observations and recommendations.

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