IT Strategy & Planning

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Customized ‘hands-on’ IT strategy and planning services, to provide advice and guidance on IT service management (ITSM) issues, business case preparation and service modelling. Providing Board-level facilitation and decision-support to define and agree a service improvement project. This includes delivery support on business case and high-level planning in the light of strategic and organizational goals.

This part of our service portfolio also includes a business-level review of where an organization is and the options available to develop and achieve benefits, reducing business risk, developing new services and reducing costs using an ITSM approach.

Typically answers will be provided for:

What value will ITSM deliver for our organization?

Where do we start?

Who needs to be involved?

Estimates of program costs?

What are the benefits that can be achieved?

Can we afford not to implement/enhance ITSM

How will this type of program map to our organization?

What resources do we need to implement and continue to run ITSM

What technology is available to help?

What are the realistic timescales required to make this work?

What practical tasks do we need to do to move this forward?

IT / Business Alignment

The IT organization has traditionally been treated as an entity separate from the business, with IT management focused on the daily effective and efficient supply of IT services and IT operations. Many now recognize that that the relationship is broader and needs to concentrate not only on performing, but also on transforming IT to meet present and future business demands.

IT / Business If you are one of these organizations then wouldn’t it be beneficial to know how well you’re doing and if:

You’re doing the right things?

You’re doing them the right way?

They are being done well?

You’re reaping the benefits?

You’re adaptable enough to grow and learn?

You’re recognizing opportunities and acting on them?

If you’re not, it may be worth considering the risks of not taking this approach:

No change to the status quo: boring, missing business opportunities

Low return on investment achieved

The business challenging IT costs

Increased barrier building with a ‘us and them’ attitude.

Customer dissatisfaction and growing disillusionment on what value IT provide

FCG help organizations implement structures, processes and relational mechanisms to forge closer ties between IT and the business.

Return on Investment

Today’s successful organizations demand well planned and well-executed IT service provision to support their business services. The goal of any good IT organization should be to deliver – and demonstrate that it is delivering – value from its services, showing how these services contribute directly to the end goals of its business customers. The inability to express value in quantitative terms can result in unsupported improvement initiatives and the true contribution of IT being unrecognized. If you’re looking to start on a service improvement program (SIP) and wanting to measure the financial benefits, or maybe putting a business case together and trying to get justification for implementing a SIP then FCG can support you and calculate potential return on investment.

FcgROI™ is a consultancy led service incorporating the ‘FcgROI Elevator’ tool used to gather information from key stakeholders.

Tool Selection & Automation

To achieve IT service transformation your tools need to align with your business processes and requirements. The correct technology choice and optimization can drastically increase operational efficiency and effectiveness thereby reducing cost and improving customer satisfaction.

The FcgSELECT™ service facilitates independent analysis of all IT service management tools to provide a view of how they compare to your actual business requirements. FcgSELECT™ can also aid your ITSM tool selection decision by evaluating tools to see how well they support service management best practice.

Business Relationship Management

Business relationship management (BRM) has immense value in building closer ties by reassuring the business customer that the IT organization (ITO) not only understands their challenges but that it is ‘as one’ in meeting them, thus helping to achieve better business alignment. Having effective communication and a mature BRM process is critical for any ITO in their overall service delivery responsibilities.

FCG can help by assessing current practices, barriers and issues before establishing and growing an effective BRM process. Templates provide a quick start solution where no formalized activity exists. The result ensures a framework for on-going relationship maturity, awareness of customer requirements, changing business environments and perspectives, strategies and drivers, competitors, etc.
Formulating and operating the BRM process shouldn’t been seen as a chore. It is the foundation of all other ITSM services. If you don’t have an effective relationship with your business customer you could end up not having a customer to provide services to! Any ITO not investing effort in this area does so at their peril. Read more about ‘Putting the Business into Relationship Management’.

Supplier / Vendor Management

In today’s multi-vendor supply chains how can you ensure that suppliers are delivering their services in accordance with the terms agreed as set out in the Contract and the supplier Service Level Agreement (SLA)? Equally, with increased regulatory and audit controls can you prove:

that contracts with suppliers are aligned with SLAs that have been agreed with the business?

regular reviews take place to ensure that the business needs and any contractual obligations continue to be met and that value for money is being obtained?

a formal process exists for handling contractual disputes?

performance against targets is measured, actions for improvement identified and acted upon?

FCG can help to manage the relationships with third parties by designing a process appropriate to your organization that covers:

the evaluation and procurement of new contracts and suppliers

the establishment of new suppliers and contracts

the categorization of suppliers and contracts and the population of the supplier and contracts database

the management of the supplier and contract performance

the management of the end of term of a contract

The output will :

establish agreed monitoring of supplier performance

establish and improve effective two way working relationships with suppliers

enhance service delivery through continuous improvement