IT Service Management

Improve Core Processes, Improve Results

The Executive Challenge

“IT is a cost center, a necessary evil.”

“IT is a bottleneck.”

“IT just doesn’t get our business.”

These are just some of the perceptions that IT leaders must overcome within their own organizations. The metaphorical wall between business and IT has become more fortified over the years as IT has served in the role of order taker. Even in those organizations that embrace IT as a key enabler for business strategy, the focus is often solely on large projects that account for just a small percentage of overall IT spending. What about the majority of the IT activity related to keeping the lights on? This large expense, once assumed to be just business-as-usual, is now under more scrutiny as IT is challenged to deliver more effective and efficient service.

Progressive IT leaders are turning to IT Service Management to better understand and improve their core IT processes - with dramatic business results.

Envision the Possibilities

What would it mean to deliver improved service to your business? Imagine how the role of your IT organization would be elevated if you could deliver the following results:

• Increase time-to-market to bring new systems to production by 39%
• Reduce the costs to manage IT workload by 28%
• Increase productivity per staff member by 26%
• Reduce system down time by 76%
• Reduce business stakeholder dissatisfaction with IT by 82%

These are real results from companies who have successfully embraced the IT Service Management journey.

Our Approach

Dominion Digital understands that IT Service Management is a multi-year, evolutionary journey. The key to successful IT Service Management is not in the framework and tools, such as the industry standard Information Technology Infrastructure Library (ITIL).  The key is in the management of organizational change.  ITIL, for all its benefits, only provides IT organizations with the “what,” but not the “how.” Experienced practitioners know that successful IT Service Management is a cultural change initiative that requires a focus on delivering business value early and often.

Dominion Digital takes a pragmatic approach that begins by breaking down your business objectives into business drivers and pain points. From there, we partner with you to:

• Define your current and future IT service portfolio / catalogue
• Develop your change management and communication plan
• Identify key business metrics to track progress against your business objectives
• Baseline your current processes and identify high-value opportunities for improvement
• Prioritize and implement improvements iteratively

To be sure, the IT Service Management journey is not easy, but the rewards can be large.

The Dominion Digital Difference

Dominion Digital is a regional process and technology consulting firm known for rapidly delivering value for its clients and providing right-sized solutions to complex business challenges. Working principally with Fortune 500 and mid-cap companies, Dominion Digital partners with progressive executives to bring focus, direction, and momentum to their high-priority initiatives. Our high-caliber, seasoned professionals are passionate about producing results for our clients.

Dominion Digital provides Mid-Atlantic companies a best-value alternative to large national consulting firms. Known for our process and technology leadership, we have helped over 100 clients realize dramatic gains in business effectiveness and efficiency.

For more information about IT Service Management, please contact us:

Richmond area 804.648.0600 - option 2

Toll-free 877.949.3344 - option 2

or solutions@dominiondigital.com.