Sun International IT Service Management Assessment
Sun International required an independent assessment and benchmark of its IT Service Management maturity and capability with a view to improving process efficiency and service delivery.
The assessment referenced best practices, frameworks and standards including ITIL, COBIT, King III, POPI and ISO 27000:2014.
The following key objectives were delivered
- Execution of an assessment to gather and record information
- Provision of a detailed report (with a high level overview) stating any inefficiencies and gaps in the findings, recommendations on closing the gaps as well as a comparative view of the previous results.
- Provision of a ‘deep dive’ approach on selected processes with the focus placed on the collection and review of specific artefacts and a report indicating their veracity, suitability, compliance and quality.
- Provision of a working action plan to assist with the implementation of the recommendations.
Digiterra delivered a drill down dashboard (assessment results) with actionable deliverables to work towards their process improvement and service delivery targets and objectives.
Liberty – SMPI Service Management Proficiency Index
Liberty had a requirement to assess the maturity and capability of their Group Technology Service (GTS) Service Management processes and operations, with a view to improving GTS service proficiency and delivery.
The project aimed to understand and report on Liberty GTS Service Management proficiency to identify any required changes and ultimately to improve GTS service delivery.
The project consisted of a series of workshops that comprises one-on-one or group sessions (conducted by an ITSM consultant) with various key stakeholders, to gather information and evidence of existing GTS service management proficiency.
The data and evidence was collated, analysed and a proficiency report was produced that highlighted gaps and provided recommendations for improvement.
An action plan (in conjunction with the key Liberty stakeholders) was developed to close any gaps.
The assessment was completed within two months and the gap analysis report and roadmap was delivered three weeks thereafter.
The report and action plan allowed Liberty to focus on specific activities to improve service proficiency and delivery.
IT Service Management Improvement
AdvTech IT had a requirement to optimise their IT Service Management processes and operations, with a view to improving IT service proficiency and delivery to ultimately ensure consistent quality and to meet ICT and Business Goals.
The project focussed on improvements of specific IT Service Management processes (based on current challenges). The project consisted of workshops with various key stakeholders to understand existing proficiency, identify gaps and plan for improvements.
Our IT Service Management consultants delivered a strategy, overall process performance dashboard and detailed process flows enabled AdvTech to streamline operations and manage process outcomes and performance.
Total Coal – Blueprint – Enterprise Architecture
Total Coal acquired Digiterra’s consulting services to undertake an Enterprise Architecture Blueprint exercise for various divisions within the organisation, including: Finance, HR, IT, Legal, Logistics and Marketing, Rehabilitation, Safety, Supply Chain, Technical Services, Projects and planning and Overall mining operations.
Total Coal needed to understand the full extent and impact of implementing a central Enterprise Resource Planning (ERP) system.
Phase 1 was analysis of the “As Is” Operational aspects of the division’s value chain, inclusive of high level processes, applications in use and technology platforms
The delivered objectives included:
- A detailed model of each division’s processes aligned to the company’s strategy.
- Identification and model of the application components mapped against the high level processes
- Identification and documentation of infrastructure components mapped to the application component
- Gap Analysis report highlighting the gaps in the current enterprise architecture in relation to core enterprise processes and enterprise support services.
- A road map for addressing gaps
The completed Blueprint metamodel gave Total Coal an in-depth understanding of their operational processes and underlying application and infrastructure components to prepare for and mitigate the risks of implementing a central Enterprise Resource Planning (ERP) system.
In Phase 2, Digiterra provided Total Coal with a comprehensive RFI to enable them to select the best technology vendor and solution to meet their strategic and operations objectives. During this engagement, Digiterra prepared an evaluation pack (which included functional and non-functional requirements) and facilitated in the vendor selection process.
AdvTech (Pty) Ltd needed to optimise the management of its debtor’s book. The pre-legal division is pivotally involved in this process positioned as a conduit between the business entities that interface with the debtor, the finance department and any downstream legal entities responsible for collection or purchase of the debtor’s book.
Digiterra’s team of Business Analysts, making use of our echelon blueprint provided a current state view of the strategy, processes, application and organisational role dimensions of the pre-legal division. This view enabled our team to suggest changes to the configuration of elements within these dimensions.
The team defined a future state to achieve a more timeous and successful delivery of outcomes and to find a solution to fit the design. The solution highlighted and compared four possibilities and catered for bespoke options as well as off-the-shelf packages.
AdvTech were able to make an informed decision to develop or purchase a solution based on the detailed and comprehensive design provided by Digiterra.