Specialist Schools and Academies Trust (SSAT) was undergoing a period of organisational change and needed an interim service manager to maintain continuity in the IT support department (first-, second- and third-line incident and problem management).
T2CONSULTING supplied an interim manager to carry out the day-to-day management of the team, ensuring that business needs continued to be met during a period of organisational change.
T2CONSULTING helped the team to consider new approaches to making continual improvement to the service they could provide and found creative ways to improve the quality of management information available to identify areas for improvement.
T2CONSULTING assessed SSAT's processes against ITIL, introduced next-step improvements and an initial manual technical change management process. This was used to map out an automated process using existing tools.
T2CONSULTING carried out a separate piece of work to make recommendations for improving the use of the ITSM tool that was in place. It was perceived to be inadequate and SSAT were considering replacing it but T2CONSULTING suggested that better use could be made of the existing functionality and that some reconfiguration would enable them to better understand their needs in preparation for a possible upgrade at a later date. This would not only keep costs down but would ensure their ability to specify their needs accurately and ensure that configuration of a new system would be right first time.
T2CONSULTING prepared a detailed report giving step by step instructions on how to maximise the benefit of the existing tool and their recommendations were implemented as a step-change in a continual improvement programme.