Service Improvement Planning & Execution

What we doBased upon a Maturity and Capability Assessment iCore will help you to define genuine problem statements, sensible options and solution design and drive genuine business-led IT Service Improvement plans.

Using outputs from a Service Capability and Efficiency Review, iCore will identify and prioritise areas for service improvement. iCore could utilise an assessment done by other parties, although there would be additional time required to understand this and to validate the recommendations. The areas of improvement will be based upon your defined Service Objectives, and the options, recommendations and improvement areas will be prioritised through a Strategic Workshop with your key stakeholders.

iCore has a structured approach to developing a series of 90-day projects as part of an overall Service Improvement Programme and ensures that your projects are properly prioritised. Where the SIP will be delivered to attain a specific standard, e.g. ISO20000 certification, then the plan will need to be more specific.

Why iCore?

iCore provides a service that is “scaled” to match the level of planning that you require, e.g. a “Major” Service Improvement Programme, taking each problem through detailed SIP Planning and providing overall Management for this Programme through to conclusion; a “Significant” Service Improvement Plan addressing the “key” problems identified; and an “Initial” Service Improvement Plan that would conclude after the initial Prioritisation Workshop.

The planning process looks at various problems, potential options for resolution, and agreed solutions.

 Benefits

This service enables you to focus on areas of the IT Service which can be improved and will provide the best return. This will enable the following to be improved:

  • Risk Management
  • Process integration, enhancement, repair and removal
  • Cost Management, e.g. Service Credit or Penalty avoidance
  • Improved Customer Satisfaction
  • Enhance use of Tools and Technology