" Enhance the fluidity of your processes
to optimise your organisation
These services can be delivered through different roles as interim or consultant internally or externally, such as :
Business Relationship Manager IT Service Manager IT Trainer Project Manager Process Consultant
Business Analyst Consultancy - Coach - Expert Shared IT Manager
15 years of conducting project and managing teams
Business & IT process analysis and creation - IT department structuration -
Data analysis and KPI’s
Assess situation and/or Controls against standard ITIL on IT organization, Processes, Data consolidation
Fresh Insight into your Business
Supporting the implementation of your desired change on Process - People - Technology
ITIL Foundation - ITIL Prepa Exam Foundation - ITIL Awareness for IT or non IT people - Communication and customer Care for call agents
The new IT director has asked the former IT manager to create a new department customer-oriented to deals with all the concerns of users (calls, complaints, requests, changes, projects…). I was a consultant and coach to help the IT manager to structure the organization in place and to define the processes according to the best practices ITIL. We have obtained 86 % of IT calls solved directly at the phone and 95 % of calls through this department instead of coming disturbing other IT departments.
Our Role: Consultant
•To create a program plan for implementation of the new structure
•To define the processes and review the writing of them
•To teach the people of this department on ITIL, communication, and project management
•To accompany the change management process
•To coach the project from start to end
The Bank is the leading private bank in Belgium and has recently extended its activity by enlarging the number of offices and branches. The new business structure required also a change on the IT support processes and structure. The bank was therefore looking for a consultant and coach to work with their IT team to define and implement new IT support processes and structure to cope with the new business environment and to improve the quality of the service delivered by the service desk.
Our Role: Consultant
•To chair the brainstorming sessions with the different internal actors
•To audit current processes against ITIL best practices
•To agree on the ideal situation and define a project plan to reach it
•To provide ad-hoc implementation support
The company was not satisfied with their help desk provider and wanted to change. They had selected a new provider, but needed a project manager to ensure a smooth and efficient transition. At the same time, they wanted to redefine the work of this new help desk into a Service Desk including the entire IT department and raise the overall quality of the service. Re-engineering of the processes and change of help desk tool are tasks asked to improve the quality of the service given to users (interns and externs (garages)). The creation of KPI’s to monitor the improvement of quality was also one of these tasks.
Our Role: Project manager
•To manage the new provider team (Service Manager)
•To manage the process re-engineering
•To create KPI’s to track the quality improvement
•To train people on new processes
•To federate all the different teams as one Service Desk
•To communicate and roll-out the changes to the users in the field
•Coaching and integration of the new Service Desk manager
The IT organization within this company is complex and fragmented. The different IT teams in different countries are considered as competence centers and are responsible for selected global projects. More particularly, the German IT team was the competence center for the global messaging system and the team was facing difficulties to ensure a coordinated process between the different stakeholders, i.e. the level 1 help desk in Brussels, the level 2 teams in India, and the level 3 team in Germany. Therefore, the company was looking for an ITIL and process expertise to create coordinated processes between the Belgian, German, and Indian Teams for the monitoring and help support for the Messaging system and thereby ensure a better quality service inside the IT portfolio.
Our Role: Project consultant
•Creation of the coordination processes in close collaboration with the different teams
•Training on the processes
•Creation of SLA for the new services
•Conciliation between different working environments and cultures
The company is an association of Interim Work in Belgium. One of their core offering to their members is data on the evolution of the interim work market in Belgium. The data is collected through complex national surveys among members and employers. The company was looking for a new process and a new IT application to automate the surveys and thereby increase the efficiency of this important activity.
Our Role: Project Manager
•To create the processes
•To create the data model
•To liaise with a software partner (TI Informatique) to implement the model in an automated tool
•To implement the model
•To train the team on the new way of working
•To accompany the change management process
•To manage the project from start to end
The company asked to create a structure to support its MS Office migration via a project (creation of help desk, tools to migrate documents …) and to operate this migration and its support by staffing the different structures created. Operating as a project leader, we have first created the multi-supplier project team. Then, we have created the structure of the help desk and the cell of operational migration. We have followed operationally the staff involved. We have also done the regular reporting to the customer as Delivery Manager. We migrate 1.5 million docs including 250 Access dB while receiving an average of 10 calls per day during the 6 months of the project.
Our Role: Project Leader
•Creation of a project plan
•Creation of support and operational structures
•Following of operational and support staff
•Regular reporting to client
•Delivery Manager
In order to support and to help their employees and teachers in its community to use more efficiently the new applications, the company has asked to audit the organization of its Help Desk. The mission has started with the reading of the documents they have then interviews were conducted with the different people involved even users. Then an audit report has been written with recommendations. These recommendations implemented have improved the efficiency of the help Desk by 50% and customer satisfaction by 60%.
Our Role: Auditor
•Conduct interviews
•Writing of the report and make recommendations
•Presentation of the recommendations to the stakeholders
•Argumentation of the new proposed organization
The company is a set of hospitals with common management. The goal of the audit was to recommend a way of implementing an improvement plan of the Service Desk support quality and to give a baseline and guidance on a better organization. The audit was made with interviews of the concerned people than by writing an outlined improvement plan and future organization. The audit has led to an efficiency improvement of 40% and a better-motivated Help Desk.
Our Role: Auditor
•Research of the best methodology to use
•Interviews with the people involved in the delivery of service
•Writing of the audit
•Presentation and argumentation of the way to implement an improvement plan
The company has decided to change the organization of the Service Desk across Europe to a virtual one. Then a Service Desk tool must be set up as unique and centralized. An RFP concerning an ITSM tool has been raised inside the company to ITSM (IT Service Management) tools providers. The Spanish department has answered the RFP as an internal provider. We were one of the 3 auditors who have to compare the Spanish department tool to the best practices of ITIL and to answer the question “Will an external provider of service be able to use the tool as efficiently as possible in order to respect its SLA in the provision of service without incriminating the tool”. Our recommendations were the ones taken into account to decide to revoke this tool.
Our Role: Auditor
•Research of the best methodology to use
•Interviews with the tools creators in Barcelona (Spain)
•Writing of the audit
•Presentation and argumentation to the RFP emitters
The company received as objective to increase the CA of 10% and to treble the profitability in 3 years (creation of new trades (insurance travels, guaranteed insurance automobile). In the project portfolio, the project PCA follows the following objectives: Contractor must realize the goal of his call with 2 speakers max (80% 1 speaker, 20% with a supplementary expert) and a non-assistance contact is a marketing opportunity to seize to enrich the knowledge database and to increase direct sales. The goal of the mission was to put in perspective the pre-chosen telephony tool, the business processes, and the organization. The mission was to analyze documentation on tool, structure, and processes of working business to give advice on the tool choice and on a possible new organization and processes induced by the new tool to achieve the corporate objectives. The recommendations presented to the board were strictly followed to achieve the goals on time.
Our Role: Auditor
•Creation of an audit plan
•Interviews with key business people from all the business lines
•Writing of the audit
•Presentation to the board and argumentation of the way to implement recommendations
The company was looking actively for help desk agents to fill a series of open positions with their existing customers. In addition, several new customers had been identified who were also looking for qualified people for their help desk support. The company, therefore, decided to set-up a special help desk academy train and certify in a very short time-frame non-qualified (mainly unemployed) people wanting to refocus or to start their career in the world of help desks. The goal was to be able to provide the new future help desk agents with the basics help desk skills within a six week period followed by an exam and guaranteed employment following successful certification. The academy project was very successful and received public funding support. In total 26 new help desk agents were certified and were placed in different companies for a permanent job.
Our Role: Academy Manager
•Creation of the business plan for the company
•Securing public funding together with the company
•Recruitment of the academy contestants
•Management of the curriculum with different specialized trainers
•Day–to–day operation of the academy
•Jury for certification
•Support of the placement process for the new certified agents to IT providers
•Management of the overall budget
The company is an SME active in IT. Its core business is the IT Service Desk agents body-shopping. To add value to their customer, they have decided to train their people to the best practices ITIL. According to the position of these persons, some of them have followed the ITIL Foundation with exam preparation to obtain the certification. Therefore, clients have asked to be also trained and certified. We have first created the course then teach to different people. The course has not been certified by ITIL authority to be able to adapt it to the requirements of clients. The exam has been given by Prometric centers. The success rate is 91 % (on 47 people) for ITIL V2 and 93 % (on 37 people) for ITIL V3
Our Role: ITIL Trainer
•Creation of a course in ITIL Foundation V2 then ITILFoundation V3 recently
•Creation of a course ITIL Foundation exam preparation
•Creation of a course, SD Agent communication
•Teach I-S people and their clients on ITIL
•Adapt course to the client requirements
Other sectors where ITIL foundation was taught:
Pharma, Energy, Healthcare, Automotive, Bank, Schools, Public, ...
The company asked to train their trainer on the BPM basics and the tool Xpert.Ivy. Basics on processes, BPMN tailored for their organization were taught. A complete review of the tool Xpert.Ivy has been done. Examples and help have been provided on their processes of spare management. At the end of the raining, the trainer was able to spread knowledge in the entire company.
Our Role: Trainer - Coach
•To train on Xpert.IVY admin and user parts
•To train on what BPM and Processes are
•To explain with examples on their processes
•To help to implement their processes of spare management
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