IT OPERATIONS & GOVERNANCE
We deliver professional consulting services that help organizations optimize IT operations, enhance service quality, and ensure compliance and governance aligned with international best practices. Our focus is on achieving operational efficiency, service reliability, effective vendor governance, and measurable performance improvement.
Services
SERVICE OPERATIONS MANAGEMENT
We standardize, optimize, and align IT operational processes to ensure predictable, efficient, and measurable service delivery.
• Review IT operations, incident management, and service request flows.
• Redesign Service Desk and escalation models to improve SLAs.
• Implement best practices for Incident, Problem & Change Mgmt.
• Assess availability and capacity management processes.
• Audit and update Configuration Management Database (CMDB).
SERVICE PERFORMANCE & CONTINUOUS IMPROVEMENT
We Build a data-driven, results-oriented model to continuously improve service quality, cost-efficiency, and customer satisfaction.
• Define and monitor KPIs and SLAs across all IT services.
• Identify bottlenecks, inefficiencies, and opportunities for improvement.
• Optimize support costs, contracts, and resources.
• Implement a Continual Service Improvement (CSI) cycle.
• Develop executive dashboards for data-driven decision-making.
SERVICE QUALITY, SECURITY & BUSINESS CONTINUITY
We strengthen the resilience, security, and quality of IT services to ensure reliable and continuous operations.
• Implement service quality assurance standards (QoS).
• Review Disaster Recovery (DR) and Business Continuity Plans (BCP).
• Validate security operations and access control policies.
• Conduct post-incident root cause analyses.
• Align operational security with corporate or regulatory frameworks.
SERVICE GOVERNANCE & COMPLIANCE
We establish governance frameworks that guarantee control, accountability, and compliance with regulatory and corporate standards.
• Define IT governance structures and decision-making models.
• Update IT and security policies (access, backup, change, and support).
• Perform compliance gap analyses (ISO 27001, GDPR, DORA).
• Support audit readiness with documentation and evidence packages.
• Identify and mitigate operational IT risks.
VENDOR & CONTRACT MANAGEMENT
We maximize value and control in outsourcing agreements and IT support contracts.
• Evaluate third-party vendors and managed service providers (MSPs).
• Review support contracts, service levels, and penalty clauses.
• Identify consolidation or renegotiation opportunities.
• Manage vendor onboarding/offboarding procedures.
• Establish monthly performance reviews and dashboards.
STRATEGIC ADVISORY & SERVICE EXCELLENCE
We provide strategic oversight and direction to enhance service delivery alignment with business objectives.
• Evaluate IT Target Operating Model (TOM) and structure.
• Define IT Service Strategy and portfolio optimization.
• Deliver CIO-level advisory and governance reviews.
• Update Service Catalog and align with CMDB.
• Train IT teams in ITIL practices, governance, and vendor management.
Engagement Model
• Service Operations Audit: Full diagnostic and roadmap for service improvement (4–6 weeks).
• Operational Optimization Project: Implementation of ITIL best practices and vendor governance. (3–6 months).
• Ongoing Advisory / Retainer: Continuous advisory and reporting (8–16 hours/month).
• Fractional CIO / Governance Role: Temporary executive leadership for IT transformation (6-12 months).
Ready to take your business to the next level ?
Contact us today to start your digital transformation journey.