Successful organisations are always looking for improvements. To achieve this, there is a regular process of evaluating systems and processes, to identify where improvements can be made.

The purpose of our Service Advantage programme – to identify and deliver the improvements that will transform operational performance. This is the result we achieve through a defined set of steps, starting with agreeing the business outcomes.

The purpose of the Outcomes quadrant is to ensure we define:

• a service performance result
• service strategy objectives
• business value drivers (governance)
• planning priorities
• allocate owner/sponsor
• identify team culture issues & actions

The purpose of service performance is to ensure

1. compliance with IT governance objectives
2. measures defined for performance review

Compliance with IT governance objectives is a check that we have the right understanding of business value and alignment.

Business Value and the Service Catalogue

The business value of a Service Catalogue is in delivering IT service with these qualities:

• Provide an end-to-end service
• Focus on your customer needs, not on technology
• Proactive and demand-driven business processes
• Measure using service value metrics

These qualities are characteristic of an IT organisation that enables business automation through efficient and effective processes. Meeting these standards needs a performance IT culture that is transparent and measurable. For example, how does your organisation provide desktop services? Can they be requested on-demand? Can a new user request applications online, and be authorised using a process that is visible, measurable and secure?

We provide a default set of performance measures and we can help define those that may be unique to your organisation needs. These goal and performance indicators cover 3 areas of business value:

• Customer satisfaction
• Process deliverables
• Improvement goals

The first step in the process of defining Outcomes is a no-commitment meeting to establish business value and priorities.

Until we have established an agreed result from a Service Advantage project, we don’t charge for the time needed to get to that point.

For a discussion to analyse the operations performance potential in your organization, please contact us

Service Advantage fill out our contact form, or email us at: info@serviceadvantage.co.nz