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

Supporting Processes

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

Knowledge Base

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


Role Playbooks

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.