Measure, Assess, Improve
To get to where you want to be, you need to know where you are now - then you can decide the best route to get there.

Measurement is indispensable to good management, if you can't measure it - you can't manage it.

How effectively and efficiently does your IT organisation deliver and support IT services?
How do your processes measure up against industry Best Practice?
Where should you concentrate your efforts for maximum overall performance?

Increasingly, the success of your business depends on high quality IT service support and delivery. Gaining accurate qualitative and quantitative data on the performance of your IT services organisation is crucial to making informed decisions and focusing plans for implementing improvements - it's indispensable to good management.

At PinkRoccade we believe that to turn metrics into a useful management tool they must be interpreted qualitatively as well as quantitatively. Measuring how many times the Help Desk phone rings before it is answered does not tell you how effective the Help Desk is at solving problems.

An investment in a PinkRoccade measurement almost always results in extraordinary return. Typically we provide up to 40 plus recommendations on how to improve the IT support and delivery to your customers. These improvements invariably translate in to cost reduction.

Some benefits of IT metrics:

You will be able to articulate and quantify, with hard evidence, the value of IT investments.
You can prove that you are in control
Helps you to make quicker and smarter decisions
Helps you to realign budgets and prevent IT cutbacks
Helps to improve the effectiveness of your staff
Proves IT's efficiency, performance and service levels
Provides data on which to base improvements
Helps to measure the service provided by vendors

Align your IT Service Support and Delivery processes to world-wide Best Practice

PinkRoccade provide an IT Management Consultancy service that will deliver key information on the performance of your IT infrastructure through assessment of your Service Management processes.

PinkScan™ is a method to measure both your IT Service effectiveness and compare yourself to best practice.

PinkScan™ was developed in 1994 alongside the development of ITIL, and provides a cost-effective assessment of the effectiveness and efficiency of IT Service Management processes.

As part of the PinkScan™ service an ITIL qualified Consultant will conduct a ‘health check’ of your organisation, holding structured interviews with personnel using questionnaires based on the ITIL methodology to highlight issues and opportunities for improvement. The Consultant will focus on the ten IT Service Management processes and the Service Desk function. The operation and performance of each process is assessed against a process maturity model, with results presented in a graphical format. The final report and presentation will be tailored to your particular requirements and contains the results of the assessment and the Consultants own observations and recommendations; our Consultants combine ITIL with a practical and pragmatic approach to real-life problems.

The range of PinkScan™ services

Total PinkScan™

The Total PinkScan™ service is a full review of your Service Management disciplines and includes an audit of the ten main Service Management processes and the Service Desk function.

It also includes a survey of the cultural climate of your organisation with a focus on the perceptions of your personnel. This can prove essential to gaining the acceptance and support of your teams, ensuring that the implementation of change is timely and effective.

MiniScan™

The MiniScan™ service assesses a single process or a specific number of closely linked processes to provide a snapshot view of a particular area of your Service Management processes. For example, the MiniScan™ service could assess all Customer facing processes or could be used to focus on a number of independent Service Desks to identify opportunities for standardisation and harmonisation.

QuickScan™

The QuickScan™ service can be tailored to cover the range of either a Total PinkScan™ or the MiniScan™, but with limited scope and depth. This is focused at the organisation that requires a snapshot of the maturity of its IT process in order to make fast business decisions.

Measure your Suppliers Service Management Processes

The range of PinkScan™ services can be customised to meet your specific requirements and can include a review of your Service and System Management tools. The PinkScan™ service can also be used to assess a specific Service Management process where multiple suppliers are involved in the delivery.

What are the deliverables?

The output from a PinkScan™ is a comprehensive report and presentation containing:

• A snapshot of your organisation's strengths and weaknesses in each of the key IT Service Management disciplines, and a visual representation of your organisational culture climate.

• Comparisons of process maturity within your organisation against best practice.

• The observations and recommendations of an experienced, qualified consultant; highlighting priority areas so that you can target your IT Service Management effort where it is really needed.

• The basis on which to develop a Service Improvement Programme.

Four steps to Service Improvement

1 - Using our knowledge-base and experience of performing this service in the UK, Europe and North America, we will set a benchmark, which an organisation of your size and complexity should be aiming to achieve.

2 - We then measure the maturity of each of your IT Service Management processes, identifying ways in which you can improve their effectiveness, thereby reducing costs.

3 - On completion of the PinkScan™ service you will receive a report on the findings including recommendations and suggested improvement actions to meet or better the pre-set benchmark. From this report you will be able to develop a Service Improvement Programme.

4 - Implement the Service Improvement Programme.

Recommendations that often come out of such exercises often include the implementation of Service Management software. PinkScan™ is totally independent of all Hardware and Software suppliers. Therefore, there will be no hidden agendas in any of our recommendations.

Once you have the metrics what do you do with them?

Improving Efficiency and Reducing Costs

An assessment report is the first stage on the road to implementing improvements in service delivery. The next stage is to build your implementation plan. Our Consultants will work with your stakeholders and key personnel to prioritise the recommendations made in the report and build your plan for implementing improvements.

Don't re-invent the wheel

Once you embark on your improvement programme we have the skills and experience to assist you at various levels, and because we have experience of such projects we can cut the project time-scales significantly. Our Consultants will work side-by-side with your project team to provide guidance and advice and can mentor your own personnel.

Through having a PinkScan™ assessment you will get the information needed to implement a Service Improvement Programme that will:

Raise the profile of the IT Organisation
Show tangible improvements in Service Support and Delivery that will lead to cost reduction
Increase the efficiency of staff
Improve Customer Service
Help to fend off IT budget cuts

For contact details of PinkRoccade UK Ltd click here.