Infrassistance co-developed the offical, Axelos ITIL maturity self-assessment model

 

 

 

 

 

SIFA

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

After analysing the performance of its primary contact centre, we advised a client against a planned outsource, saving them more than £1m a year on unnecessary costs.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Consultancy

Using our unique methods and approaches, optimised over many iterations, we provide advice, guidance and hands-on support to deliver positive and lasting improvements in information technology and contact centres.

Our focus is on helping you achieve your corporate and personal goals promptly, painlessly and effectively by applying our capabilities and experience in the areas below.

Strategy formulation

Setting a clear and effective strategy is vital in achieving services that are valued by all stakeholders. Through focused consultancy support, we can help you to answer key questions such as:

IT service management, governance and operational improvement

To support the achievement of your IT strategy, we can help your organisation to maximise the value that IT provides to its stakeholders by helping you to adopt and adapt recognised frameworks and standards such as:

We also provide practical, hands-on support in key areas including:

IT organisational planning and development

Highly skilled and motivated people are a key component of success. As an accredited SFIA (Skills for the Information Age) Partner, we can help you to create an optimised organisation and operating model by matching the skills of your IT workforce to the needs of their roles and ultimately the needs of your business.

Our proprietary methodology for helping organisations adopt the SFIA framework is based on our unique and optimised capabilities and tools around three core areas:

  1. Job role to skills mapping.
  2. Web-based level evaluation and technology-based assessments.
  3. Skills assessment workshops and interviews.

A major benefit of this approach is that we provide reports at two levels:

Contact Centre Optimisation

The primary objective of your inbound contact centre is to respond appropriately to the demands of your customers.

Our experience indicates that the average contact centre is only 35% efficient and therefore has huge potential to reduce its costs and improve the service it delivers.

We use Lean principles to identify and remove wastage, analyse inbound calls to recognise different types of demand and ensure that call handling procedures are focussed not only on a positive customer outcome but support a quality assurance approach rather than ‘fix on fail’ procedures.

We also help organisations make rational and informed decisions on the most appropriate operating model and sourcing strategy for their contact centre, sometimes resulting in annual savings of six figures on more effective solutions.

We’d be pleased to discuss your consultancy requirements and how we can help you to achieve your goals.

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axelos sfia