Performance Management of Customer Processes in Utility Company Restructuring ICT Service Management Business Process Redesign Back Office Programme Management ICT Service Airline Company

The context: an ICT organisation (an independent government organisation that is about to be brought onto the market) has two large, national customers which are service providers in the area of job placement and employment integration. The ICT organisation has serious service management problems in providing these major customers with proper ICT services within the framework of the contracted SLAs and restructuring.

 

The management has asked Levelt Interim to gain control of these problems through ICT restructuring. This challenge involves a combination of ICT development, ICT service management, ICT reorganisation, change management and service level management.

 

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Service Management Objectives management Draw up and tailor SLAs concerning services application development, application management and office automation Bring services up to the level of the standards agreed upon within the determined timeframe Create active roles in the Change Programme with which the reorganisation will be implemented Use crisis management to alter excessively negative deviations from the norm (broad mandate for this at all levels of the organisation) Monthly reports to the management of the customer organisation

Result ICT Restructuring The majority of service levels brought up to standard within the set timeframe by means of restructuring Analyses started up and solutions implemented for persistent ICT infrastructure problems (due to erroneous infrastructural choices made initially) The internal work processes have been reorganised and the internal and external reports have been updated to professionalize ICT provision of services

 

 

 

Welcome on the Levelt Interim site.  An explanation of our vision and some examples  of succesful assignments are added recently.

 

Mr. S. Levelt, director/owner