• Services

    Designing Operating Models

     

    Program and Project Delivery

     

    IT Service Management

    Services Include: Service Architecture, Service Strategy, Service Design, Service Requirements, Financial Modelling, Procurement, Transition, Operations, and Continual Service Improvement based on the ITIL Framework and ISO 20000

     

    NEW SERVICE PILOTING NOW: Diversity, Equity & Inclusion based on ISO 30415

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  • Do these problems look similar to some of the issues your organisation is facing?

    Here is a selection of some real customer pain points resolved:

    • We have a nationally significant event requiring rapid scaling to deliver VIP-grade service within tight timeframes.
    • We need to replace legacy systems and digitise our workflows
    • identify our costs, services, customers, and team responsibilities
    • What are our costs, what are our services, who are our customers, which team is responsible for what
    • Address issues in service delivery and determine corrective actions
    • We have two distinct service management models, how do we integrate them
    • We are moving to a new supplier, what should we want
    • We need to quickly establish credibility with a demanding new customer can you help us
    • We are negotiating a contract, we need someone who understands service management & procurement
    • Our service delivery needs improvement, can you perform a maturity assessment and help us improve
    • Our customer is in intensive care, can you help in recovery
    • Our auditors have identified process shortcomings; can you help us resolve them
    • We continuously roll out new technical solutions to clients and require orderly handover to Business as Usual (BAU) support
    • We need to improve customer satisfaction by reviewing our processes

  • The Service Life Cycle - a Service Catalog which encompasses all aspects of the Service Business Life Cycle

    Service Business Life Cycle with the overall business philosophy, strategy & drivers in the centre, surrounded by business case, technology, people, customer, finance, operations, excellence through to mergers, acquisition & exit

    Collaborating with you to identify gaps and develop a strategy using this model

     

    0. The Why - Business Philosophy, strategy & drivers

    Business case, business plan, overall strategy & model

     

    1. Initiation - if you are starting off

    Location, hiring, infrastructure, core systems, processes

    2. Technology - the tools part of people, processes, tools & partners
    Tools, support platform, call logging, telephony, call routing, multi-channel support

    3. People - your own people; as well as suppliers and vendors
    Building effective teams, conducting appraisals, setting goals, managing compensation, incentives, and rewards, planning rosters, facilitating career growth and retention, succession planning, knowledge management, training and development, enhancing team dynamics and staff morale, energizing and transforming teams, improving internal communications

    4. Customer - the people you are serving
    Segmentation, relationship, key accounts, customer communications, new customer on-boarding, customer satisfaction bench-marking, measurement, improvement, proactive service, escalations, intensive care, reference customers, marketing communications, customer loyalty, user groups

    5. Finance - dollars and sense
    Billing, renewals, retention, budgeting, forecasting, new business dev, new offerings, support & service programs, service & support models, contracts, grand-fathering & retiring old versions and superseded contracts, (multi)-vendor & alliance management

    6. Operations - processes
    Reporting, KPIs, scorecards, capacity planning, escalations, critical situations, call flow models, service delivery, continual improvement, alliances, external providers, offshore providers, 3rd level support, organisational readiness for new products, versions & releases, 24 hr support

    7. Excellence - taking your operations to the next level
    Customer satisfaction measurement, bench-marking & improvement, matrixed organisations, local vs global, ITIL, Lean, ISO 20000, frameworks, standards

    8. Mergers, Acquisition, Exit - completing the life cycle
    Integration of operations on account of mergers & acquisitions, divestitures & spin-offs, exits

  • Results

    Current state evaluation, future state operating model, identification of gaps and overlaps, development of requirements, creation of RFI/RFP, vendor response evaluation & selection, contract negotiations, SLAs, program and project management, implementation, business analysis, transition, handover to BAU, continual service improvement

     

    Meeting your business drivers; reduction in costs, improved customer satisfaction and higher staff engagement

  • 22 Proof Points

    List of project assignments

    1. Parliamentary Service - RFI for Technology Partner; link
    Built on the work done previously with the "Cost to Serve" model, provided specialist consulting expertise to the RFI. Extract from the document:

    "PS currently outsources a number of technology services to third party service partners. PS is on a journey to reduce the amount of its resources devoted to managing commodity platforms to focus on technology services that support and transforms the business. We require technology partner(s) who can assist in this transformation and help us deliver operational excellence."

    Result: internal responsibilities agreed and allocated, new technology partner(s) selected, scene set for new operating model to be implemented.

    2. Parliamentary Service - ServiceNow ITSM Implementation
    Result: Successful implementation within 3 months, replacement of legacy systems for cost savings, digitisation of workflows, optimisation of subscription costs. In addition, led the upgrade to Quebec, acted as the defacto keeper of ServiceNow, kicked off ServiceNow HR Service Delivery implementation.

    3. Parliamentary Service - Cost to Serve Model
    Prepared the framework required to gain granularity of services and associated costs to deliver to internal and external customers.Prepared the framework required to gain granularity of services and associated costs to deliver to internal and external customers. Result: definitive visibility of costs previously not available for management control.

    4. Parliamentary Service - Elections 2020; link
    Project Managed multiple streams of work for IST program of work including working with complex and demanding stakeholders, embedding processes, upgrading tool-sets, managing partners for a series of high visibility events that comprise a typical election. Result: very successful program of work delivered, extreme credibility and confidence in IST.

    5. ServiceNow Partner Red Moki - VP Customer Success
    Led the efforts to ensure Red Moki delivered a super high quality ServiceNow initiatives consistent across customers regardless of type, size or geography. Led a team of talented Customer Success professionals for this rapidly growing organisation in startup mode.

    6. Spark - Enterprise Service Architect
    Reviewed service delivery & performance, mapped current state, created options, defined future state operating models, defined transition strategy, responded to RFIs & RFPs, project managed transitions & deployments, conducted workshops, created, reviewed, accepted & implemented new models, processes, plans, documentation & artefacts. Results: Generating customer confidence, successful implementations, and closing significant new business.

    List of Spark Assignments:
    a. Z Energy Managed Security Services Provider (MSSP)

    b. GCSB Service Management Design & Consulting

    c. Department of Corrections Cloud Digital Enablement Platform (CDEP)

    d. Department of Statistics Security Management Implementation

    e. Police Next Generation Critical Communication (NGCC) Response to RFI

    f. ANZ Response to Service Management RFP

    g. Department of Conservation Mobile Devices as a Service (MDaaS) &

    h. Ministry of Justice Service Mapping Network Services

    i. Contact Energy; link

    7. Ministry of Education - Service Management Specialist; link

    Service Strategy & Design - developed Service Catalog and the Service Management model to successfully on-board EPL (Novopay) infrastructure. On the success of this, translated the overall Digital Strategy into the Service Management Strategy, created a wider sector-wide Service Management Model, the Service Management Road-map, the Work Breakdown Structure and template cookie-cutter Project Plan. Result: successful onboarding of new customer.

    List of Education Assignments:

    a. Digital Service Strategy (Education Sector-wide) Service Architecture & Strategy

    b. Education Payroll Limited (Novopay) - Service Design & Transition

    8. Voco – eTOM Consultant, Requirements Analysis
    Analysed over 1,200 requirements against the eTOM framework (privileged & confidential).

    9. NZ Transport Agency – Service Designer
    Created Minimum Viable Service Design in a very compressed time-frames to support a new road toll solution.

    10. Vodafone NZ (Inland Revenue & MBIE) – Enterprise Service Designer
    Service Design & Transition - crafted over 17 Service Catalogs to successfully transition solutions into Vodafone’s largest and commercially critical customers. Scope included: Contact Centres, Communications, Connectivity, Wi-Fi, Security, Mobility.

    11. Telecom NZ – Project Manager
    Successfully managed complex migrations in the mobile & broadband space. Scope included pre-paid, post-paid, 4G LTE call plans, hardware infrastructure & broadband throttle policy. Result: 6 successful migrations.

    12. Fronde – ITIL Consultant, Service Operations, Road-map for Continual Service
    Service Strategy, Operations & Continual Service Improvement - commenced with CMMI Process Maturity Assessment and culminated with a pragmatic road-map to future state. Result: 7 actionable deliverables to improve service delivery.

    13. Gen-i (Commonwealth Bank of Australia, Sydney) - Lead Business Analyst, Service Transition; link
    Service Transition - established rock solid Service Management credentials with CBA for Gen-i on the “Nortel to Genesys Contact Centre migration” (Direct Banking STEP project); developed High Level Service Management Plan. Business Services in scope: Channels, Retail, Contact Centres, Telephony, Connectivity.

    14. ANZ National - Service Management Work Stream Lead, Service Strategy, Design & Transition; link
    Service Strategy, Design, Transition - increased first call resolution to 75% from 30%), transitioned 4 Service Desks (no service degradation), harmonised 2 disparate service models. Result: maintained the #1 customer satisfaction ranking of the ANZ Technical Service Desk within the ANZ Financial Group globally, at a time of significant transformation.

    15. Meridian Energy - Service Management Consultant
    Created Future State IT Service Operating Model

    16. Beca - Service Management Consultant
    Requirements, Procurement and Future State IT Service Model. Result: new suppliers selected

    17. Contact Energy - Service Management Consultant
    Service Improvement and Service Improvement

    18. Flute Network (Dunedin) - Service Management Consultant Flute Network (Dunedin) - Service Management Consultant
    Created Future State IT Service Management Model

    19. NZ Racing Board - Service Management Consultant; link

    Requirements, Procurement, Service Operations. Performed CMMI Process Maturity Assessment, addressed audit shortcomings, developed requirements, assisted in RFI response evaluation, SME for contract negotiations, reviewed proposed new processes. Resuts: Audit findings addressed, transitioned services to new network provider.

    20. Opus - Service Management Consultant
    Requirements, Procurement and Future State IT Service Model

    21. Transpower - Service Management Consultant, Service Design, Operating Model
    Service Design, Future State Operating Model, Requirements, Risk Analysis - created 18 Service Catalogs for voice, data & telecommunication services. Developed Future State Model, documented requirements, assisted in commercial options & risk analysis (ISO 31000).

    22. Accident Compensation Corporation - Service Management Consultant, Service Transition
    Service Transition - 33 internal & external resolver groups coordinated to migrate seamlessly from Unisys to Gen-i.

  • It all begins with an idea.

    You have an idea, together we script its success. We are used to doing this.

    Finalist

    1. New Zealand CIO Awards 2024 Community Tech Champions
    2. Wellington Airport Community Awards 2024 for New Zealand Centre for Digital Connections with India

     

  • Sunit Prakash

    Finalist NZ CIO Awards 2024, Director-level executive with global experience, a portfolio of blue chip customers and a track record of delivering successful assignments.

    As Director Support Operations for a Nasdaq listed ERP vendor, led the significant transformation of Asia Pacific Japan to Best in Class customer satisfaction using Lean, published case study on Amazon.

     

    Largest, visible, significant, and most successful projects:

    1. Telecom Refresh Project synching two disparate ANZ & National Bank Service Models

    2, Elections 2020 for Parliamentary Service

    Failure was not an option, it would have made the national news !

     

    How:

    Developed a library of models to quickly and easily understand the current state and work out future state options with you.

     

    Net nett:

    Over 20 satisfied customers, over 20 successful projects, over 20 years’ experience, and a sound understanding of complex delivery models evidenced by awards.

     

    Superpower:

    Scripting stories, turning them into reality, winning accolades for you.

     

    Awards:

    Co-Founder of the New Zealand Centre for Digital Connections with India. Found a gap in the market, scripted the story, turned it into reality.

    The understanding at a national, organisational, community & individual level of the issues, opportunities & solutions resulted in becoming finalists within 12 months of launch for:

    1. NZ CIO Awards Community Tech Champions - one of only 3 nationwide

    2. Wellington Airport Community Awards

     

    Credentials: 

    Member IT Professionals NZ, Chartered IT Professional, ITIL, ISO20000 & TOGAF certifications

     

    Familiar with:

    eTOM, COBIT, ISO9000, ISO27000, ISO31000, SIAM & SFIA

     

    Links:

    Strategic Lean Service on Amazon

    New Zealand Centre for Digital Connections with India

    NEW SERVICE: Diversity, Equity & Inclusion 

    Coaching, Guiding & Mentoring 

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  • Clarity of Thought, Speed of Execution

    Approach

    1. Hone in on key concerns
    2. Develop a pragmatic strategy
    3. See it through to execution

    Guaranteed two insights as they apply to your situation, or the coffee is on me

     

    Have the quality conversation

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    sunit@sunit.co.nz

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    +64 21 144 8181

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    @sunitprakash

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    nz.linkedin.com/in/sunitprakash

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