Global Technology Solutions

Service improvement - where to start

Whether your organisation are at the beginning of the journey in adopting ITIL® Best Practice or now seeking to enhance the best practices in place or may be achieving ISO 20000 certification IT departments or service providers must understand the task in hand.

A majority of projects are initiated under the title of ITIL® implementation of ISO 20000 project but what we have to recognise is that all these projects fall under one title:


Service improvement

Organisations have adopted different approaches in achieving the objectives set against the original project scope and a large number were not completely successful, where organisations never realised the full benefits of adopting ITIL or achieving ISO status.

In some cases not achieving anything tangible other than a labour intensive project, with an ever expanding budget requirement and an ever slipping deadline.

Some of the major pitfalls we’ve identified are as follows:

Organisations initiate training programs for IT staff on ITIL based training (on occasion only foundation level, but a majority on service manager’s courses) and then expecting staff on returning to be empowered with the knowledge to implement a service improvement plan to adopt ITIL best practices across the whole organisation.

ITIL service Managers courses are designed to enable managers to implement best practice processes although the knowledge and critical success factor is in the experience the manager has in implementing best practice.


You can’t expect an employee who successfully passes their ITIL Service Managers course to be fully prepared and experienced in delivering ITIL Best Practice to an organisation without assistance.


GTS consultants have collated the experience of the projects they have delivered spanning the globe, across all industries and through many major suppliers to develop a practical road map for service improvement that assists in organisations in the following manner?

  • Identify their current position (based on what work has already been completed)
  • The work and effort required
  • The steps to complete in order to achieve success
  • The viable options available for successful delivery
  • Identifiable costs, timescales and resource requirements.
  • A practical and realistic project plan

Our approach ensures that knowledge transfer to staff within the organisation as this is a critical success factor in project as well as eliminating the dependency on GTS (or any 3 rd Parties) with the continued future of the project.

This approach also ensures that consultancy costs are kept to a minimum as we empower the staff within the organisation to deliver the service improvement tasks and provide a “consultancy” based service.

So how do you achieve success?

GTS consultants have collated the experience of the projects they have delivered spanning the globe, across all industries and through many major suppliers to develop a practical road map for service improvement that assists in organisations in the following manner?

  • Identify their current position (based on what work has already been completed)
  • The work and effort required
  • The steps to complete in order to achieve success
  • The viable options available for successful delivery
  • Identifiable costs, timescales and resource requirements.
  • A practical and realistic project plan

Our approach ensures that knowledge transfer to staff within the organisation as this is a critical success factor in project as well as eliminating the dependency on GTS (or any 3 rd Parties) with the continued future of the project.

This approach also ensures that consultancy costs are kept to a minimum as we empower the staff within the organisation to deliver the service improvement tasks and provide a “consultancy” based service.

Roadmap for Service Improvement >

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