The Service Management landscape is changing. New ways of working, such as Agile and DevOps, are challenging the way traditional IT Service Management operating models, processes and procedures function. Organisations are increasingly trying to balance business demand, and the need to develop and deploy new services and functionality at pace, with traditional processes and governance; all whilst reducing an organisations exposure to risk.
The widespread adoption of cloud offerings also poses a challenge to organisations operating within a multi-supplier environment. Moreover, customers are increasingly bound by standardised KPIs and SLAs, decreasing the chances of contractual standardisation and potentially removing any perceived cost benefits of moving to the cloud in the first place. Effective service integration and management is therefore more essential than ever in creating a single supplier interface that the IT organisation can manage.
Tooling and data is increasingly important too, as organisations seek to automate not only business processes, but also data integration across toolsets, with the goal of improving end user experiences. The emergence of AI within Service Management tooling and operations also has the potential to transform the industry. Service support is gradually becoming more data driven as traditional roles such as the IT Service Desk become automated through disruptive technologies that remove human intervention and instead rely on data analytics and cognitive learning.
Coeus has a broad range of Service Management capabilities. Our consultants all have a blend of both industry and consultative experience, obtained through our work with some of the biggest global brands across a variety of industries. Our expertise spans service design, strategy and operating model development through to tooling, project delivery, service transition and service optimisation.
This allows our consultants to work with clients on the ground to follow through and deliver on service strategies and recommendations, adding real business value and achieving genuine change.
Coeus works alongside organisations to develop service management strategies and designs that enable people, technology and tools to support business objectives, integrate digital teams with traditional processes, policies and procedures, and complement an organisations multi-supplier landscape and performance requirements.
Our consultants can integrate with the client’s organisation to deliver change on the ground, augmenting internal teams with SME expertise. We help clients to execute process reviews and deployments, including E2E process development, individual process reviews, service catalogue development and deployment and service governance. We also work alongside clients to manage the transition of new services into life, define acceptance criteria based on business requirements, and deploy operating model recommendations into life via our programme management capabilities.
The increasing demand for IT to deliver more with less means that marginal gains are increasingly important in driving competitive advantage. Coeus can optimise IT services through: individual and organisation wide process maturity assessments, supplier capability reviews and through the implementation of processes and governance that enable continual service improvement. Furthermore, Coeus can develop IT cost models and IT financial MI to provide insight on cost and cost drivers of IT, whilst embedding financial and benefits management processes into the operating model.
Through multiple and varied engagements, Coeus has built deep capability in Operating Model design. We tailor our approach to the needs of each client, however our starting point is always to first listen and understand the specific challenges; whilst there are similarities across sectors, and functions, no two are absolutely alike.
Nico has a wealth of IT Service Management experience gained in both operational and advisory positions working for systems integrators, telecommunications providers and consultancy firms. In addition to working with traditional organisations, Nico is particularly interested in the integration of ITSM with modern operating models, such as Agile, DevOps and Cloud Adoption, and the challenges they pose to traditional IT Service Management organisational designs, processes and tooling.