Process Optimisation Service
The Fox ITSM Process Optimisation experts recognise that in today’s world it is critical that processes and professional competencies are well designed and accurately represent, enable and support services and products.
Our expert Fox ITSM coach will work hand-in-hand with you and your teams to review, re-design (where necessary) and improve, resulting in the required improvement and the respective outcomes. We utilise Design Thinking practices and our proprietary coaching model to ensure a structured, iterative approach is adopted.
We assist by identifying improvement areas relating to the way processes are currently being performed and engineer an improved way of carrying out the processes. Fox ITSM leverage the Process model (See Diagram to the Right) to ensure all process elements are covered in any design or engineering activity.
Simon Sinek’s approach to process optimisation isn’t about the traditional focus on efficiency and reducing costs. Instead, it emphasises starting with “Why”—understanding the core purpose behind a process or organisation. Sinek believes that when an organisation clearly defines its purpose, it becomes easier to identify processes that truly align with that vision.
Optimising processes through this lens means ensuring every step contributes to the larger goal or mission, fostering a culture where employees feel motivated and inspired. Instead of focusing solely on improving outputs, Sinek’s approach emphasises creating a meaningful work environment where process optimisation leads to better engagement, innovation, and long-term success.
The Process Optimisation Model
Process optimisation is crucial to service management as it helps improve efficiency, reduce costs, and enhance service quality. By identifying inefficiencies and eliminating waste, organisations can streamline workflows, leading to faster response times and better resource allocation. This ensures that services are delivered more effectively, meeting customer expectations.
In service management, optimised processes contribute to consistency and reliability. When processes are well-defined and continuously improved, service delivery becomes predictable, minimising errors and service disruptions. This consistency builds trust with customers, leading to higher satisfaction and loyalty.
Additionally, process optimisation supports agility. In today’s dynamic business environment, organisations must adapt quickly to changing customer needs and market conditions.
Optimised processes allow teams to respond faster to these shifts, ensuring that services remain relevant and competitive.
Another key benefit is better performance measurement. Process optimisation involves establishing clear metrics to track progress, making it easier to evaluate success and identify areas for further improvement. This data-driven approach empowers organisations to make informed decisions and continuously refine their strategies.
Process optimisation in service management enhances efficiency, reduces costs, and improves service quality. By streamlining workflows, organisations can increase consistency, agility, and customer satisfaction. Continuous improvement through data-driven insights ensures better decision-making, driving long-term success and growth.
Process Optimisation Toolkits
Where required Fox ITSM will utilise and provide our Process Design toolkits that assist in the design and management of Governance and Service Management processes and the implementation of Service Management tools. Based on industry recognised best practice, incorporating related standards and methodologies where necessary, we provide customisable toolkits onto which organisations can map and build their own competencies.
Artefacts are combined to illustrate the various process elements that provide a reference that can be easily accessed, maintained and understood.
There are no expensive annual license fees – just a once off cost. Our toolkits utilise software that most organisations will already possess and can easily use i.e. MS Word, Excel and visio.
A key accelerator on the process implementation path (whilst at the same time helping to reduce costs) is the use of the included documents and templates, such as: Service Level Agreement, Operational Level Agreement, Service Catalogue, Availability Plan, Capacity Plan, ISO20000 policies, example job descriptions, metrics & KPIs, etc.
