Aligning Technology to Strategy through Enterprise Architecture (2015)
The Business Challenge
- Multiple technologies that are expensive to operate and maintain.
- Various business processes not optimally enabled by technology
- Unable to align the many technologies and processes to deliver against the business strategy
The Goal
- Consolidate and streamline technology and processes to reduce costs
- Simplify and integrate business processes to improve productivity and reporting
- Reduce the number of non-standard business functions
- Implement changes without disruption to business
Our Approach
- Collaborate & Upskill
- Evaluate processes
- Evaluate technology
- Model existing processes and technology
- Optimise processes a and model future state
- Highlight risks and impacts
- Create Roadmap for solution deployment
The Solution
- A model showing an optimised future state of processes and technology, with risks and mitigation suggestions.
- A roadmap for the implementation of the solution
The Value
- Clear understanding of how to meet strategic business objectives
- Comprehensive plan to design and deploy a technology evolution solution
- Highlighted risks and impacts
- Socialised of the concept for greater project implementation success
Meaningful Management Information for Standard Bank (2015)
The Business Challenge
One of South Africa’s largest financial services groups was frustrated by a lack of good management information from their IT Service Management function. There was a lack of structure, no consolidated approach or clear reporting framework.
There was also a lack of alignment of metrics to KPIs to objectives and goals, thus reflecting a deficit of Information rather than abundance of knowledge. They required the development of IT Service Management process metrics and reports in line with industry best practices and standards.
The Goal
Develop a reporting model based on best practice ITSM process metrics, with a view to developing reports which would:
- Reflect the customer’s experience
- Measure the effectiveness
(capability and performance) of the processes - Produce relevant trending information across the various processes
- Add significant value to owners and managers for decision making purposes
Our Approach
- Agree framework and model
- Interviews with relevant stakeholders
- Analyse, Extrapolate & Consolidate data
- Compare Information to Best practice models
- Produce Graphs in Dashboards
The Solution
We presented graphs and charts in a dashboard for the client to easily see if they are meeting strategic and operational objectives. We provided a model and framework that client could plug and play into various tools.
The Value
Client data was linked to metrics, which were mapped to objectives to show performance against goals. The client’s data was converted into meaningful information for all relevant stakeholders to make better informed decisions faster.
Process Transformation to meet Strategic Goals for Financial Exchange company (2015)
The Business Challenge
- Multiple technologies that are expensive to operate and maintain.
- Various business processes not optimally enabled by technology
- Unable to align the many technologies and processes to deliver against the business strategy
The Goal
- Consolidate and streamline technology and processes to reduce costs
- Simplify and integrate business processes to improve productivity and reporting
- Reduce the number of non-standard business functions
- Implement changes without disruption to business
The Approach
- Collaborate & Upskill
- Evaluate processes
- Evaluate technology
- Model existing processes and technology
- Optimise processes a and model future state
- Highlight risks and impacts
- Create Roadmap for solution deployment
The Solution
- A model showing an optimised future state of processes and technology, with risks and mitigation suggestions.
- A roadmap for the implementation of the solution
The Value
- Clear understanding of how to meet strategic business objectives
- Comprehensive plan to design and deploy a technology evolution solution
- Highlighted risks and impacts
- Socialised of the concept for greater project implementation success
Improved Service Proficiency and Delivery for Liberty (2015)
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.
ICT Governance, Compliance and Consistent Quality Service Delivery for Advtech (2015)
IT Service Management Improvement
AdvTech
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.
Optimisation of Debtor’s Book for AdvTech (2015)
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.