D2i “Achieving Business Goals through Successful Projects”

Consulting Project Mgt. Services Delivery, Consulting & Training for IT Projects

QUALITY MANAGEMENT SYSTEM FOR

IT SERVICE DESK

CUSTOMER NEEDS

The IT Service Desk provides the most critical link between the users and providers of IT Services. The challenge for the Service Desk is to consistently provide an outstanding level of service with continuous improvement, while being responsive to changing technology and organizational needs, requests for new services and growth opportunities for servicing new clients. The aim is to move away from a “reactive” to “proactive” environment that will ensure the highest level of customer satisfaction and the best use of corporate resources. Several organizations have successfully achieved these objectives by implementing Quality Management Systems for their Service Desk operations.

SOLUTIONS & SERVICES

With the objective of implementing a Closed Loop continuous improvement system for the Service Desk, we offer a range of services through our phased offerings.The client can implement one phase at a time and validate its benefit to the Service Desk operation before proceeding further. We recommend the following five phases that can be customized to suit specific needs:

Phase 1 - Assessment and Gap Analysis

Phase 2 - Project Plan for ISO 9001 Readiness

Phase 3 - Documentation Preparation, Training & System Implementation

Phase 4 - Internal Compliance & Readiness Audit/Review

Phase 5 - Documentation Review and Final Audit by an independent Registrar

HOW YOU WILL BENEFIT

As part our consulting services, you will benefit from the following:

An assessment of IT Service Desk operation from both the clients’ and IT perspective

Identification of service improvement areas gaps in relation to business objectives

Recommendations to reduce the cost of failure (ranges from 5-30% of the S/Desk budget)

Establishment of a sound and verifiable measurement system

Enhancements to ensure that the Service Desk continues to deliver:

“The right service, the right way, first time, every time, on time and at the lowest cost”

Improved morale, reduced stress and less aggravation leading to better job satisfaction

Closed loop continuous improvement system based on improved processes & documentation

Laying the foundation for achieving standards-based registration

OUR DELIVERABLES

Phase 1 / Assessment & Gap Analysis report and recommendations to close the gap
Phase 2 / Detailed Project Plan for implementing the recommendations leading to QMS
Phase 3 / Documentation to standards, procedures & training; Internal audit process, review and coaching; Enhancement re cost of quality; Consultation during implementation
Phase 4 / Consulting during Internal Compliance & Readiness Audit/Review
Phase 5 / Documentation Review & Final QMS Audit leading to standards-based registration

The QMS consulting and implementation services are jointly delivered by our consultants who are certified QMS Auditors.

58 Aitken Circle, Unionville, ON L3R 7L2, Canada

Off: 905-475-9285 Cell: 416-892-5324 Fax: 905-475-9285