News and PR

In response to client demand iCore is launching an Executive Resourcing Service offering our clients the support, delivery and trust they can expect from an organisation such as iCore.  The division's core competencies will include :-

• Resource Management
• Short Term assignments
• Permanent Hires
• Interim Management
• Resource Augmentation
• Managed Services
• Associate Schemes

We intend to build this into a world-class organisation complementing the high level consultancy and expertise in Service Management that iCore has provided to date, and giving clients cost-effective solutions going forward. 

National Commercial Bank (NCB) is the oldest Saudi Arabian Bank, and is also the largest bank in the Arab world.  NCB engaged iCore to provide Service Level Management (SLM) Framework consultancy and support in January 2009.  There was a need to measure and improve the ATM  services for the Bank's customers in terms of availability and support by both internal teams and outsourced suppliers, the latter being responsible for hardware provision/support and cash services.  With over 1500 ATMs in the Kingdom they provide NCB's customers with important services offering the ability to withdraw, deposit cash plus giving a host of online financial services.

The SLM introduction was based on ITIL best practices and the key relationships were mapped with SLA targets set to measure the component parts of the service including IT, branches, cash availability all in an effort to identify improvement areas.  The Key Performance Indicators (KPI) were then agreed with suppliers and internal teams and the ongoing service review process is now effective in improving the service levels.

Though the model was built in 4 months iCore continued to provide support throughout 2009 and up to May 2010 during which time there were some significant supplier contract revisions, including introducing bonus and penalty mechanisms, plus training/mentoring of the Contract and SLA team members all to improve the ATM performance.

The skills and the focus is now present to continue the framework, working month on month to deliver continuous improvement for NCB ATM customers today and into the future.

Download the full pdf case study here

Transition is the process for moving large projects or major changes through Appraisal, Design, Build, Deploy and Operate stages in a manner that assures a smooth transition into a Production environment.

iCore's Transition as a Service (TaaS) will:

• Provide improved visibility to the cost, risk, functional capability and service delivery aspects of the change/project
•  Introduce more reliable planning and sizing of the release and deployment activities, putting Live Service onto the Project Critical Path
• Engage with Change, Project, Program Managers and Teams at the right time in the right way
• Ensure solutions are designed and built with Operations in mind
• Provide transition resources with both project and operational service expertise
• Build you a fully effective transition operation and, if required, manage the skills transfer back into your own in-house team
• Do this for an agreed price

iCore utilises best practice methods and guidance to develop a strong approach to Transition which is both pragmatic and effective.

Steve Ingall, iCore's Head of Consultancy discusses Service Transition in his recently published paper "Is IT really listening to the business?".  Click here to read it. 

For more information or to discuss how Transition as a Service can work for you please contact This email address is being protected from spam bots, you need Javascript enabled to view it or call 0207 464 8883.

iCore has been selected to design an ITIL based Service Management framework as part of an ongoing merger of the Essex and Kent Police Forces.  The work coincides with the wider efficiency drive ongoing amongst Police Forces throughout the UK and the outcome of the programme will serve as a "Champion Process Set" which will be presented for nationwide adoption via the National Police Forum at a later date in 2010.

iCore is to hold a series of Breakfast Seminars at its London office on hot topics in Service Management.  Speakers will include Steve Ingall, Head of Consulting, Greg Lake, Executive Chairman and other leading consultants who are actively involved in client projects.  The aim of the seminars will be to give practical, hands-on advice on such topics as Continual Service Improvement, Silent Running, Measuring IT effectiveness.  Attendance will be by invitation only and you can receive an invitation by contacting iCore at This email address is being protected from spam bots, you need Javascript enabled to view it