To assist in achieving quick wins with sustainable success, ESML have developed and implemented a Proven Service Management System for each of the critical components above.

These "Kick Start" modules have been developed over a number of years and implemented with a variety of customers with measurable successes at each.

The advantage of "Kick Start" to you, the customer, are manifold:-

1. You can avoid months of expensive Consultancy defining your problems.
2. You will realise quick wins through application of the well-defined high level process.
3. Your managers and subordinates will have a more structured framework in which to operate
4. Your staff being involved up front and understanding the issues will work more harmoniously.
5. Your staff will take pride in their daily activities knowing they are being continuously appraised
6. Output will increase both in terms of productivity and quality
7. Customers will see and appreciate the culture change and want to be a part of it.
8. Management information will enable smarter use of valuable resource by allowing the directorate to concentrate on issues and driving the business forward.

This portfolio comprises a generic off-the-shelf functional model, set of core processes, and supporting documentation for an IT Service Delivery organisation which can be quickly tailored during Consultancy assignments to meet individual client requirements.

This reduces the effort involved in defining these from scratch and allows benefits from the program to be realised as early as possible.

This provides a generic functional model for a customer facing IT Service Delivery organisation that can be tailored to specific needs. Implementing an effective model could, in some organisations, create a step change in the efficiency of processes and the ability to link individuals’ objectives to business goals. It achieves this by simplifying the interfaces and giving clear ownership for end to end process management.

This module provides ready-defined versions of six core processes needed to manage every day service quality, and to ensure new services are introduced in line with customer requirements of quality and cost.

These processes are:

1. Incident management and help desk
2. Problem management.
3. Service Level Management
4. Request Management
5. Procurement
6. Asset & Configuration management
7. Capacity management
8. Service Planning
9. Change Implementation Approval & Control
10. Project Management
11. Business Continuity planning
12. Continuous Improvement
13. Structured Problem Solving techniques.

This module adds three additional processes which are needed to manage customers, drive through improvements and manage costs. These three processes are:

i. Account Management

ii. Continual Improvement Program

iii. Activity Based Costing

This module provides:

1. A framework for identifying skills gaps within the organisation and developing a coherent training program for every member of staff.
2. A framework for employee objective setting and appraisal that integrates with the organisational goals.

This module provides a set of miscellaneous tools and documentation sets are available to support the implementation of the functional model.

They are:

i. Responsibility definitions.

• Roles and responsibilities for customers in support of ongoing IT services and interfacing with Service Delivery processes.

ii. Documentation sets.

• Contract Structures.

• SLA Structures.

• Service and KPI reporting formats.

iii. Surveys.

• Customer Satisfaction Survey

• Staff satisfaction survey