IT Process Consulting

The process consulting team is a leader in organising IT Service Management according to ITIL best practices standards. The consultants show a strong client-oriented approach, based on a high level of attention for the clients’ objectives and their customers’ satisfaction. Following the extensive experience with the organisation of IT service support and delivery, all consultants have thorough knowledge and experience with CobiT, CMMI, PRinCE2, ITIL etc.... We have extensive experience in IT Governance and IT service management projects with different levels of depth and complexity, in several industry sectors.

Following services are being provided by the IT Process Consulting team:

• Audit services
• Process development & improvement
• Short track consulting services
• Customer Satisfaction Survey
• Project Management
• Interim Management
• Education Services

Audit Services

ITSM requirements study

A first step towards the implementation of the organisational improvements is often a Service Management assessment. The purpose of this field study is to analyse the existing situation and to provide an understanding of major (and minor) problem areas, as well as the potential areas and strategies for improvement. The output of this study is a Service Management assessment report and an included action plan with milestones for further improvement including a prioritisation of these actions. On the basis of this report, you will be able to make a well thought-out decision on future actions and priorities.

ITSM Maturity study

If you have been working on the set up IT Service Management processes, in line with the ITIL best practices, the ITSM Maturity study can provide you the necessary elements to achieve a higher maturity level. The output of the ITSM Maturity study is a maturity report and an included action plan with milestones for further improvement including a prioritisation of these actions.

Process development & improvement

Process Development & Improvement services are at the core of the IT consulting competence center. First realisations in that area date back from 1996, and thus, IT Process consulting team can truly state that they are one of the ITIL "pioneers" in the Belgian & French market. Our consultants will help you to describe your processes in line with ITIL in order to make these processes actually work.

Short track consulting services

Econocom Consulting introduces 5 short track missions:

• that can help any ICT organisation,
• in line with their Company strategy,
• to optimise the quality of support and delivery services.

These activities (varying from 1 to 5 days maximum) are performed by Senior Consultants with a broad experience in the implementation of IT Service Management disciplines.

• Customer Satisfaction Survey: The survey is meant to obtain an actual status report of  the quality of delivered services that ICT Users experience.
• Service Catalogue: The aim of this exercise is to help ICT organizations in constructing a Service Catalogue(s), bearing in mind the business strategy and objectives.
• Optimise Service Desk:  The focus of this activity lies on the Help Desk quality. A Strengths and Weaknesses Analysis of the Support organisation is performed. The Consultant interviews some key representatives and observes operational support practices. The results and findings are gathered in status report that will also contain advice on quick wins and general recommendations for optimisation.
• Value of ITIL: This is a presentation that focuses on the advantages, the critical Success Factors ,the changes and results of ITIL projects, all based on operational business cases.
• ITIL Expert Advice: The goal is to help ICT Service organizations in getting a clarified view on any kind of ITIL matter such as ITIL process relations, ITIL experiences and examples, ITIL Best Practices, ITIL implementation approach, ITIL Project risks and much more where the Consultant will enliven the Question/Answer session.

Customer Satisfaction Survey

Customer Satisfaction research is one of the fastest growing segments in the field of Service Management. From the corporate world, there is a strong need to use soft or subjective values as indicators for the level of Customer Satisfaction within or outside the organization. Synopse consulting offers a total solution which enables organisations to get hold of their customers satisfaction. The solution includes technology, advice on defining the survey, execution of the survey, processing and reporiting. 

Project Management

Synopse consulting can provide certified PRinCE2 project management profiles for all your IT projects.

Interim Management

 Following profiles can be provided to help you improve your operational processes:

• Service desk manager
• Incident manager
• Problem manager
• Change manager
• Service level manager
• Configuration manager
• Release manager
• Security manager
• Contract manager