Service Transition
Searchlight consulting work with our clients to prepare service management functions to accept new projects and initiatives into business as usual operation, or are engaged to support clients to optimise existing service management functions. Our approach is based on the OGC’s IT Infrastructure Library (ITIL). Searchlight consultants have been closely involved with the OGC, BSI and itSMF in the production and redevelopment of the ITIL Library.
Transitioning initiatives to support: when we are engaged to transition projects or programmes to a service management function, our approach is:
- Embed a service management consultant into the programme deliver team, establishing a bridge/integration with the service management function
- Service acceptance requirements are confirmed, together with applicable stage gates – integrating service requirements into the normal programme governance approach
- An early engagement in requirements confirmation (including non functionals), service management processes, monitoring and alerting and critical performance and operational KPI’s will ensure solutions are designed with service in mind
- We seek to engage service delivery through the design, build and test activities to gain early knowledge acquisition supported by formal knowledge transfer
- In addition we manage a selection of support partners, establish appropriate commercial arrangements and ensure that appropriate service management processes are implemented to ensure the new solution can be supported.
Optimising Service Management functions: when we are engaged to assess the maturity and capability of existing service functions, our approach is based on our TaLaaSH service management assessment model, which investigates the maturity of service operation in terms of the following components:
- Service Governance
- Service Management
- Solution Management
- Business Engagement
- Transition to support
- Capability & Competency Management
The output of the maturity assessment typically results in a corrective action plan to address any gaps that have been identified. Delivery of the corrective action often varies on a client by client basis which is influenced by the extent of internal or outsourced nature of the service management competency. Searchlight will work with our clients to flex any corrective action plans to work within internal or 3rd party organisations to establish robust and mature service management functions.
