Practitioner Experience – Designed Deliverables
Ian has 35+ years IT experience and has been directly responsible for the specification, design and deployment (both personally, and as part of a wider project team effort), of most of the key elements of a service management system. His work spans procedural and policy development, metadata and database schema design, systems integration design, and the development of repeatable processes for customer facing, and back office roles and responsibilities. All work is compatible with the guidance of international best practices such as ITIL®, and ISO/IEC standard requirements.
Service Portfolio Management Process
Design of service portfolio management processes integrated with enterprise architecture and application development lifecycle
Service Request Fulfillment System
Design of service request and fulfillment processes, incorporating ‘shopping cart’ styled functionality, and haptic (touch) characteristics
Service Support Processes
Design of service support processes, incorporating service experience design (customer experience) best practices of front and back stage activities, and incorporating underlying work order management system governed by service level and operational level targets
Design of supporting processes, including incident, problem, containment and workaround management, change (federated and local), configuration management, availability, event, and performance management, capacity and continuity, and requirements planning policies and procedures, service level management, document and record control management
Key Artifacts: Plans & Roadmaps
Design of key artifacts including: service level agreements, operational level agreements, service management plan, service plan, service revision plan, service level requirements document, short and long term service management system roadmaps, operational policies, escalation and notification rules, and service strategy statements.
Service Portal & Catalog Design
Responsive designs of customer centric service portal, service request catalog, service catalog, incorporating content management and knowledge management systems for digital consumer
Design of knowledge base scheme and knowledge article development procedures incorporating user persona and keyword matching features
Service Experience Design Maps
Design of customer facing access and touchpoints, incorporating moments of need, moments of truth features, as well as capture of customer satisfaction
Design of core role playbooks for service owner, service manager, manager – service management office, process owner and process manager
Key Artifacts: Transformation, Audit, and Communication Plans
Design of key artifacts including: operational procedures for service management functional; backbone, audit guidelines (based upon ISO19011), Conformance Checklist (based upon ISO20000:2011 requirements), Continuous Improvement policies and procedures, Engagement Strategy, Transformation Program, and Communication Plans.