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CoE: Scalable Repeatable Services Strategy (Building Blocks : (Process…
CoE: Scalable Repeatable Services
Strategy
Building Blocks
:
Communication
Standard Languge
Common Taxonomy
Value
Measurements
Metrics
Enable an iterative approach to improvement
KPI Reporting
Process
Governance
Reporting
Monthly / Quarterly
Dashboard
Commercial Compliance
SLA Performance
Scope
Financial Managment
Performance (Profitability)
Invoicing
Operational Management
Queue Management
Backlog Volume
Aged Tickets
SLA Performance
Open Balance
Transition
RACI
Checklists
Capability Planning
Methodology
ITIL
Incident Management
Critical Incident Mgt
Problem Management
Change Management
Release Management
Documentation
Standardisation
Checklists
BAU Health Check
Ops Guide
Environment Refresh Timetable
PIR template
Monthly Ops Report
Quarterly Ops Report
Resource Demand Allocations
Team Roster (offshore early/normal/night) & Oncall
Month End / Year End processes/run sheets
CSI - Lessons Learnt Report/Log
Procedures
Policies
Templates
PIRs
People
Performance Reivew
OKRs / Objectives
KPIs
Moonshots
Onboarding
Service
Standards
Client Specific Implementation details
Processes / KB Location
Systems
People / Roles
Key Contacts
Client
People / Roles
Pre-requisite Knowledge
Context / Background / History
Technology Stack
Team(s) Structure
Key Contacts
KB Location
Company
Capabilities
Competency Groups
Forums
People / Roles
Buddy
Key Contacts
Client Profiles
Services
Technology
Value Proposition / Differentiators
Training
Forums
Competency Groups
Partner / Vendor Provided
Innovation
Automation
Reporting
Tools
Processes
Harvest IP
Success Stories
Tool Automation
Stratgic Planning
Account
Tactical Initiatives
POCs
Investment Opportunities
Service
Operations
CSI Plan
Cost Optimisation
Reduce Hours Logged
Improve Ticket Turnaround Time
Increase Consultant knowledge
Implement Senior Mentorship
Quality Assurance
Peer review of solutions
Establish Quick References
Create Knowledge Base Article for Common Issues
Don't reinvent the wheel
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Triage
Standardisation
Capability Improvement Plan
Cross Skill Program
Resource Availability
Contingency Plan
Cross Skill Program
Stabilisation Plan
Queue Management
Rosters
Account Farming
Identify Client Improvement Opportunities (SDM)
