Training ITIL4

On top of our consultancy in service management, we have 12 years of experience as a training provider in ITIL@, the best practice service management framework. read more

Consultancy missions we did

Service Mandate has a proven track of service management projects as well in public as in private companies. read more

Some missions we did

Here after you will get an impression of the types of mission we did for our customers:

Service desk (re)engineering

We have implemented several service desks that are single point of contacts for customers and users. We investigated ‘the Voice Of the Customer’. We designed and implemented the processes in which the role of the service desk is crucial so that they create optimal customer experience and –satisfaction. Example of these processes: service catalogue, incident and request management, problem management, change & release management.

Service portals & webshops

In order to make IT products and services 24h/24h available for customers we designed and implemented service portals & web shops. The focus is on self service, this means that the ordering and fulfilment value streams are as digitized as much as possible.

increase of operational excellence

Given two companies with the same strategy, the operationally Excellent company will have lower operational risk, lower operating costs, and increased revenues relative to its competitors, creating value for customers and shareholders. Our approach is based on lean thinking, configuration management, availability & capacity management, change and release management.

IT Governance

We guided with the right structure, this means accurate governance boards that are selecting the best investment generating value for the stakeholders through a portfolio or strategic demand management process.

Architecture guidance

As a service provider you want that your architecture evolves in the right direction. You underpin business decisions with accurate architecture decisions so that the technology environment remains secure, performant, up to date and uniform. We gave guidance to implement an architecture board and define architectural principles.

Business alignment

Some IT department were somewhat isolated in the organization. Through relationship management we established and nurtured the links between the organization and its stakeholders at strategic and tactical levels. Through service level management we ensured that delivery of services was properly assessed, monitored and managed against these targets.

Crisis management

Through a service continuity management process we helped service providers to survive and to operate in times of crisis.

Project management office (PMO)

We implemented project management offices and project management processes in companies who wanted to improve the quality, timeliness and cost control of their projects.

Measure management

We implemented measurement dashboards so that managers have valuable information to take the right decisions.