NetworkD Enterprise Solutions Consultants focus on finding only the most appropriate portions of ITIL® and industry proven practices that will make a difference in your Service Desk, Systems Management, and IT Service Management environments. Unlike some approaches that are really an expensive, time consuming, confusing, risky wholesale remove/replace strategy, and hard to make actionable, NetworkD works with you to find the areas of your environment that can benefit most from organisational change, and then we assist you to take easy, nice-sized steps focused just on those areas.
Whether you are trying to get a handle on improving customer satisfaction, optimise costs, comply with regulations, implement processes, improve use of technology, or improve service level compliance, the team of Professional Services consultants at NetworkD can help.
We specialise in:
- Cost Optimisation for IT Service Support & Delivery
- Improved Customer Service Management and Satisfaction
- Ideal Alignment of People/Organisation, Process and Technology
- Enhanced IT Service Level Performance and Management
- Integration of Well Chosen ITIL and Industry Proven Practices
- Ensure that Measurements and Controls will Assure Success
With years of real world experience and expertise, our Enterprise Solutions Professional Services consultants are available to assist with your challenges in Systems Management, Service Desk management through a fully engaged ITSM Practice. All of our Enterprise Solutions consultants are ITIL certified and employ a blend of industry proven practices as well as our own proprietary methodology.
Since 1996, NetworkD has been helping companies transform their IT support organisations from reactive fire fighting to proactive process-driven models. We understand that resistance to adoption of new ideas, processes, and technologies occurs. In fact, we find that to be an expected hurdle as we begin any transformation effort.
To assure success, NetworkD has developed its proven trademark Operational Success methodology, which leverages the 'proven practices' within the ITIL® and CobiT frameworks combined with NetworkD’s 260 best practices for Service Support and Service Level Management to tailor processes for the specific and unique business and IT process needs of our customers. This methodology includes proven tools and strategies to accurately assess the organisational change effort required and to manage any associated risks. This is how NetworkD works with its customers to define their own operational success goals and service improvement strategies.
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Business Alignment -of your Service Desk, Desktop Systems Management and ITSM Organisations.
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Methodology and Tactics - ensuring your team is using the tools, processes and capturing the right data to effectively manage the support transaction at hand, and giving your customers a positive experience.
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Actionable Metrics - establish the required data sources before technology is configured and implemented to make sure that the technology used for Desktop Systems Management and Service Desk are configured to capture those metrics. At the same time, our team works with your leadership team to establish the key performance indicators that will be used to interpret performance and drive continuous improvement actions, optimise costs and improve customer satisfaction through effective service level compliance. Our team of consultants will help you translate these metrics into business value.
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Technology - configured with the appropriate data elements and workflows to enable the people/organisation and the processes to work reliably and quickly.
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Staffing and Education - to ensure the IT teams that are touching customers have the appropriate training and skill sets to effectively provide the support and stable desktop infrastructure. This area ensures that your staffing model for Service Desk and Desktop Systems Management is defined based on volume of support needed and forecasts for volume changes or demand for the future.
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Monitored Performance - of the customer-facing teams. Once the Actionable Metrics are in place, establishing a performance management plan for both the technology and the people using the technology will assist you in pinpointing trouble areas, rewarding exceptional performance, gauging correct use of processes, and have the information to credibly communicate the state of the desktop systems management and service desk infrastructure back to the people, management and the customers.
We use the Operational Success methodology to assess, benchmark, and recommend change. The six key elements provide a functional 360° view of the traditional IT support operations made up of people, organisation, process, and technology. Each element maps well to corresponding ITIL® standards, but it is our proven methodology that allows NetworkD to help its customers make effective organisational change. One of the keys to our success is our very successful BluePrint™ Services that take our customers through a structured process to assess the organisation’s current state, benchmark against industry proven practices and critical success factors, make the recommendations, and provide the most ideal Service Improvement Roadmap (SIR) that will have the greatest positive impact on your service objectives.
Based on a combination of ITIL®, ITSM and real world operational expertise we provide an accurate assessment of your Service Desk, Systems Management, and ITSM practice today and provide recommendations for future goals and objectives.
Service Desk BluePrint™– a 'get it done' approach to delivering higher value support services at higher levels of customer satisfaction and optimised cost
Systems Management BluePrint™ – delivering high value systems management services that put you in control of your desktop infrastructure
Project Management and Review Services – PMI based, fully-engaged project management or project review services that ensure the success of your IT project
Process Implementation – the resources and expertise to implement any ITIL® process
Program Management and Review Services – PMI-based, fully-engaged program management or program review services that ensure the success of your overall IT PMO
Process Manager Jumpstart – the resources and expertise to jumpstart any ITIL® process
ITIL Assessment – Determining your ideal roadmap for ITIL process transformation
Independent Verification & Validation (IV&V) - Independent verification and validation of all third-party services
ITSM Practice – Determining your ideal approach for structuring an ITSM Practice
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NetworkD professional services are designed to reduce operational costs, enhance the customer experience and increase efficiency of support staff.
NetworkD is a Platinum LANDesk Expert Solution Provider and the largest global reseller of LANDesk solutions worldwide. We have received more awards, including ‘LANDesk Partner of the Year’, than any other provider in the LANDesk channel community.
Contact us for a quote on your upcoming project. |
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