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Noel Bruton
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Client, duration, type
Situation
Approach
Regional Healthcare Trust
Three weeks
Consultancy
Three weeks
Consultancy
Preparation of IT user support second line for merging two organisations and adding support for new systems and customers
· New methods to measure workload.
· Consider revised management structure
· New service priorities
· Second line workload plan of routine activities
· Demonstrate that ‘unpredictable’ demand could actually be anticipated
Telecommunications Provider
Six weeks
Consultancy and training
Six weeks
Consultancy and training
General user complaints about second line (desktop) support. National operation, many locations
· Examine quality of call assignments coming from first line.
· Contrast successful with failing locations for structure, attitude and method
· Reprioritise activities
· Take measurements for solid evidence
· Build all above into training seminars
· Train over seventy second line technicians and their team leaders
Investment Bank
One week
Consultancy
One week
Consultancy
Assess integration between bank and outsourced user support services · Identify gaps in process where ownership unclear and recommend responsibilities and productivity targets
· New governance process
· Tighten up communications in Change Process
· New definition of ‘first’, ‘second’ and ‘third’ line support
· Adjust timetable of new services launch to allow for changes
National Premises Maintenance Company
Six months
Interim Management
Following acquisitions, merging of user support functions into centralised Service Desk and onsite second line
· Design and implement new support processes
· Negotiate enquiry escalation procedures and service levels with third line development and network support
· Design new service desk procedures
· Implement skills duplication process to maximise availability and first-time fix
· Motivate staff
· Launch and market new service to users
· Hand over to replacement manager
IT Service Management Thinktank
Two days
Two days
Training and facilitation
Assess certain aspects of industry for consideration, leading to policy conclusions
· Prepare report on aspects of industry
· Lay out arguments on several sides of debate
· Present all above
· Act as expert witness to ensuing debate
Retail Organisation EPOS helpdesk
Three weeks
Three weeks
Consultancy
Low efficiency and customer complaints of lack of knowledge
· Look for inefficiencies built into processes, suggest changes to processes
· Measure workload and propose productivity targets
· Examine information flow, to minimise excess and ensure accuracy and completeness
· New knowledge acquisition regime
Pharmaceuticals manufacturer
Four months
Four months
Interim Management
Take user support first and second line through corporate amalgamation into new central HQ
· Anticipate new service requirements and design appropriate services
· Restructure services to cope with changed culture
· Train staff in new services
· Implement change process
· Increase customer satisfaction
· Create model for future corporate support desks
Noel Bruton Client Case Examples