The IT Department in most organisations is perceived as being full of uncommunicative geeks who like to spend time fiddlng with the unknown. Actually, while in a lot of cases that is true, it should be remembered that Geeks are humans too and need as much, if not more, interaction with management and the business. I can turn English into Geek language and translate it back out again.

Processes and Procedures

You aim to provide the best customer service to your users and keep the critical systems functioning and available to your core business. But do you find that you and your staff are fire-fighting every problem rather than being able to continue to improve solutions?

• How often do you hear from your team the phrase "I don't have time to document"?
• Have you ever had one of your team leave, only to discover that they were the one person who understood a system?
• If a key member of staff were absent, could someone else pick up their job without a major delay to your business?
• Are your 'experts' constantly bombarded by what should be trivial and menial tasks?

Every IT department in every business has their own unique experience of what their processes and procedures should be. Too many companies try to fit a generic framework to their situation and are only disappointed when it fails. Quite often, staff get too bound up in their daily tasks to focus on documenting their systems and very rarely do they get the opportunity to document the daily, weekly and monthly tasks they undertake almost subconsciously that keep your business critical systems functioning.

Through a series of workshops and one-to-one interviews, I can help your team build a framework for processes and procedures that will fit your business needs. With the objective outlook of an outsider, I can help the team build individual processes and procuedures that will ensure that your critical systems are documented, recorded and able to be maintained in the event of an outage regardless of which staff are available.

With over 14 years experience in IT, working in every area from Help Desk Support to ITIL Service Delivery & Management and Consultancy, I have developed and facilitated processes and procedures for a number of large corporate IT departments including Carillion plc and Universal Music

I can help your team to:

• Build tools and mechanisms for development of business critical processes and procedures
• Build a framework specific to your business
• Envision how the entire department runs as one smooth entity forming co-operative bonds within the organisation
• Discover and build their own Vision and Values of your department

This allows your department:

• To improve customer service within your organisation
• To reduce the amount of fire-fighting by becoming more effective at troubleshooting
• To alter the perception of your department from one of Cost Centre to one of Added Value