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IT Consulting

A common dilemma for Service Desk is to combine the requests of the customers for improved availability and increased resolution rate with the demand from IT management to cut cost.

How to execute a competitive Support solution in your organization?

What are the components of a Support delivery that combines high quality customer experience with a cost efficient operation?

The SIKO Business Consultants have a long proven track record of improving Service Desks and IT Support. Prime competence areas are Service Management, ITIL, Project Management, Change Management, Operational analysis, Benchmarking and Audit.

Our Business Consultant’s skill set is based upon an academic framework and strong operational know how. This skill combined with our aggregated business knowledge within IT service management and delivery of IT Services solutions gives us unique competence and a proven track record of delivering tangible results.

Our most frequent assignments addresses operational improvement to achieve higher levels of quality or cost reduction, or a combination of both. Our roles in the assignments can be either Project Leader or a Coach to key roles within our customer organizations. We also have extensive experience of managing the roles of Service Delivery Manager and Transition Manager.

To identify areas to be improved,we use our pre study tools SIKO Guide and ITSM Maturity Assessment. The output of the tools is both the identification of areas of improvement and the recommendations of action points.

Other frequent projects are:

Consolidation of helpdesk functions into a SPOC based Service Desk,

Implementation of ITIL,

Implementing tools in the Service Desk

Implementing Knowledge management and self service functionality,

Implementing Performance Management