Innovate

Innovation services to help you understand your customers, their requirements, and to design effective services that deliver improved value to them.  

We put your customers at the centre of your business decisions, working with you to define their needs and ensuring your project, programme, or project delivery management practices are delivering maximum value.

Customer-Centric Service Design

Working collaboratively with you to understand your customer’s needs, develop requirements, and design better ways to deliver services to them. From effective, tactical improvements to a complete overhaul of your service portfolio, we co-design solutions for your business to meet your customer’s needs.

  • Preparing and supporting individuals and teams to understand the services your organisation provides and the value these have for your customers. We design and create a complete set of products and services that is in line what your customers want from your business.

  • Developing a conceptual future state Service Design to ensure your products and services are fit for purpose and fully supported through meticulous planning, resource identification, and a recommended roadmap of tailored next steps.

  • Gathering insights through interviews, workshops, surveys and observations, our consultants create personas that represent your customers’ characteristics, goals and frustrations, to help your team understand what you know about your customers and what you might not know.

  • Creating detailed customer journey maps through interviews and workshops, we visualise your customer’s service experience journey from initial engagement to fulfilment. These maps help to optimise existing services and support the design of new services by highlighting actions, touchpoints, emotions, and opportunities.

Business Analysis

Driving informed decision-making, process improvement, and effective change management through a range of activities. Our professionals delve into your organisational goals, identify opportunities, and chart a course toward achieving those objectives. By investigating problems and assessing feasibility, we ensure that proposed changes align with your overall strategy.

  • Working with you to identify efficiencies and improvements in existing products or services, our team will help streamline and enhance your operations. We analyse data and processes to recommend changes and provide solutions that deliver value and enable change.

  • Supporting you to improve your operational excellence, we identify every activity needed to produce and deliver a product or service. We distinguish between value-adding activities and those that create waste, highlighting opportunities for improvement.

IT Service Management

Enhancing your IT operations services through a collaborative approach that includes designing and implementing service desk frameworks, refining service management practices, and developing comprehensive service catalogues ensuring your customers receive high-quality and valued services.

  • Using our Digital Service Portfolio Taxonomy, we help you define your customer service catalogue, including key components like shop front, capability and customer views. Our consultants conduct desktop analysis and interviews with your team to develop the catalogue. We provide a comprehensive view of all services and technologies and offer continuous improvement training and support for the service catalogues and their associated workflows.

  • Designing or transforming your service desk with our co-design services. We work closely with key stakeholders to gather detailed requirements, develop user stories, personas, and customer journey maps, and ensuring that every aspect of your service desk – from practices and processes to resourcing and technology is customer-centric and tailored to your business needs. We cover both Enterprise and ICT Service desk operations – Incident, Service Request and Knowledge.

  • Leveraging ITIL 4 aligned frameworks, our experienced consultants design and implement service management practices to provide your customers with a quality service. We offer IT service practice workshops, training, coaching and mentoring.  Our key focus areas are Service Transition, Change Enablement, IT Asset Management, Service Configuration Management, Release Management, Deployment Management, Service Validation and Testing.