Competing on service quality? Is service excellence your goal? 

Best practice in terms of service management has typically been confined to service level monitoring, customer satisfaction surveys, and perhaps some consideration of the EFQM.  IT services organisations might also be compliant with various international standards and IT-focused frameworks such as PRINCE2 and ITIL.  Because there has always been a perception gap between what services organisations think they are delivering and what businesses are experiencing, ITDYNAMICS™ has taken the time to develop a detailed understanding of what constitutes service excellence.  We have a new perspective on what creates success and on service excellence and we have developed a series of frameworks that provide a quick way to assess the effectiveness of what is being delivered that is independent of the methods and technologies used.  These frameworks are based on our experience of assessing and improving services of all kinds and include the Service Excellence Model, the assessment of the Service Engine, and the New Maturity Model. 

You can read about this in the book: "Business-Focused IT and Service Excellence" written by David Miller and published by the BCS. Whether you want to know how well your services are being recieved or how well your service provider is performing, we think we can help you to make a reasonable assessment of what is being delivered  and probably help you to understand how the services can be improved.  Arguably this is the first approach to best practice that puts the business first and the principles and frameworks can be applied to all 'business to business' services.  The book can now be ordered from the BCS, Amazon, or book shops.  If you are competing on service quality and you think your organisation will benefit from the author's help then please contact us.

“I want to take the opportunity of thanking you for an excellent and highly professional job, delivered ahead of schedule to a standard which exceeded my expectations.  I was particularly impressed that you never lost sight of the business benefits arguments that, through the quality improvement processes that you were putting in place, we could use to our benefit with our customers.  I would have no difficulty at all with recommending the services of ITDYNAMICS™ to any company wishing to to improve its IM&T processes.”

Stuart Manton, MD, Ortivus UK Ltd.