• Improving IT Service using Lean Principles


    Service strategy, design, architecture, requirements, financials, procurement, transition, operations, and including continual service improvement – in complex multi vendor environments involving in-sourcing, outsourcing, multi-sourcing, or service aggregation

    Large enterprises, complexity, multiple suppliers, demanding customers, simplification, transformation, clarity, control, performance, cost service, new systems

    Setting up and transitioning service desks, reviewing, improving or designing process, workflow & interlocks, incident management, major incident management, after hours support, VIP support, security incident management, request fulfillment, price-book, change management, release management, availability management, capacity management, SLAs, reporting & metrics, vendor management, and financial management.

    Customer Assignments: Spark Digital (Contact Energy), Ministry of Education, NZ Transport Agency, Vodafone (IRD & MBIE), Fronde, Gen-i (CBA Australia), ANZ Bank, Transpower, NZ Racing Board, ACC and others

  • SERVICE CATALOG: The Service Business Life Cycle

    I use this model to understand which aspect of your service delivery needs to addressed, to get to where you want to be...

    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

    The activities and elements that need to be in place to set up and run an effective & successful service delivery & support organisation.


    0. Business Philosophy, strategy & drivers

    Business case, business plan, overall strategy & model


    1. Initiation

    Location, hiring, infrastructure, core systems, processes

    2. Technology
    Tools, support platform, call logging, telephony, call routing, multi-channel support

    3. People
    Effective teams, appraisals, goal setting, compensation, incentives, rewards, rostering, career planning & growth, retention, succession planning, knowledge management, training & development, team dynamics & staff morale, energising, transforming & invigorating the team, internal comms

    4. Customer
    Segmentation, relationship, key accounts, customer communications, new customer onboarding, customer satisfaction benchmarking, measurement, improvement, proactive service, escalations, intensive care, reference customers, marketing communications, customer loyalty, user groups

    5. Finance
    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
    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
    Customer satisfaction measurement, benchmarking & improvement, matrixed organisations, local vs global, ITIL, Lean, ISO20000, frameworks, standards

    8. Mergers, Acquisition, Exit
    Integration of operations on account of mergers & acquisitions, divestitures & spinoffs, exits

  • SERVICE 1: IT Service Management Consulting

    Current state evaluation, future state development, identify gaps, develop requirements, create RFI/RFP, perform evaluation, selection, contract negotiations, SLAs, project management, business analysis, implementation, transition, handover to BAU


    Resulting in improved processes, improved customer satisfaction and higher staff engagement

    Consulting, Project Management, Business Analysis


    • Reviewing vendor service delivery & performance  
    • Developing future state models, strategy & options 
    • Procurement, creating requirements for RFI/RFP to go to market 
    • Evaluating responses & vendor selection 
    • Contract negotiations 
    • Project managing transitions & implementations 
    • Creating, reviewing, accepting, mapping, documenting & implementing new processes, plans & artefacts for successful handover to BAU

    Business Outcomes:

    • Reduction in costs from re-negotiated contracts
    • Business efficiencies on account of new service management models and processes
    • Very high supplier and process control
    • Meeting IT security, risk & compliance covenants
    • Remediation for successful audit
    • Supportability and handover to BAU
    • Customer satisfaction
    • Project, customer & business success 

    Typical Artifacts:

    • Maturity Assessment
    • Options & Recommendations
    • Improvement Road-map
    • Costing & Pricing
    • Requirements & RFI/RFP documents
    • SLAs
    • Lean Processes
    • Process Maps & Documentation 
    • Metrics, Measurements & Service Reporting
    • Service Catalog
    • Service Readiness Checklist
    • Roles & Responsibilities, Demarcations, Organisation Structure
    • Service Management Plan
    • Continual Improvement Register
  • Blog: 8 Steps to becoming a Successful IT Service Provider


  • BOOK: Strategic Lean Service

    ... a business case study of how a global IT service delivery organisation used Lean to drive organisational transformation and achieve customer satisfaction

    Strategic Lean Service; Amazon, Authors: Robert Oh & Sunit Prakash

    Strategic Lean Service


    A case study of how a global IT service delivery organisation used Lean to drive organisational transformation and achieve customer satisfaction


    Robert Oh & Sunit Prakash


    Click here to go to Amazon (hard copy)

  • Sunit Prakash

    ITIL | ITSM | ISO20000 | TOGAF | COBIT | Strategy | Architecture | Design | Transition | Implementation | Lean | Social Analytics | India | New Zealand | Australia

    Coach, guide & mentor to skilled new immigrants and a sought after mentor to teams at StartUp Weekends, the R9 Accelerator and the KiwBank FinTech Accelerator. Experienced on Not For Profit boards.


    Globally and locally experienced professional with core competencies in IT Service Management covering strategy, design, transition, operations & improvement.


    Successful outcomes at Ministry of Education, Vodafone, Telecom, Fronde, Gen-i, ANZ, Transpower, Racing Board, ACC and others.


    Qualifications include ITIL & Consultant Level ISO20000 certification. Recently completed TOGAF Level 1 & 2; familiar with COBIT, Prince2 & PMBOK.


    Previously responsible for running a business unit of USD32M with responsibility for the Asia Pacific Japan region for NASDAQ listed ERP vendor Baan in Sydney.


    Used to communicating effectively up to C-level, pulling together and leading high performing teams, and delivering high quality business outcomes.


    Published author, writer, reviewer of international service management publications, speaker at conferences, trainer, occasional blogger & tweeter.


    Core strengths comprise business, IT operations & lean thinking; add project management, governance and enterprise architecture; garnish with security, mobility, and an understanding of social & digital channels.


    A unique blend to assist in simplification and improve the way service is delivered.



    • IT Service Management - Current State Evaluation, Future Options Development, Requirements, SLAs, Vendor Management, Contracts, Service Catalogs, Pricing, Service Desks, Transition, Process Improvement, Business Analysis, Project Management
    • LeanIT - One of the few globally who has very successfully applied Lean Management principles to IT processes;
    • Asia Pacific Operations - A true local in the region for organisations wanting to participate in the growing market, in particular wanting advice on India, New Zealand or Australia

    Professional Credentials:


    MBA, ITIL, Certified ISO20000 Consultant, TOGAF 9.1 Enterprise Architect, Member Institute of IT Professionals, Chartered IT Professional

  • My personal Corporate Social Responsibility: coaching, guiding, mentoring

    Outside Work - Royal Enfield Bullet, 4WD and all things Indian...

    CSR, Corporate Social REsponsibility, Coaching, Guiding & Mentoring Skilled Migrants

    Coaching, Guiding & Mentoring New Skilled Immigrants

    Someone gave me a leg up when I first arrived in New Zealand, many were kind and generous to a fault.


    Now in a position to pay if forward, I find myself coaching, guiding & mentoring skilled new immigrants to New Zealand - with very "deep-down-inside" satisfying results.


    Currently documenting their stories and successes as case studies; and finding & connecting with like-minded people and organisations.

    Around Outback Australia 4WD

    Gone Walkabouts:

    4WD & Travel

    As a family we decided to pull our son out of school for a term and see some of Australia before we headed home to Wellington.


    The result was an epic 80 day, 21,000 km 4WD trip through the centre of Australia from Sydney to Broome, and then back again the long way.


    We have seen more of Australia than most Australians and are so much the richer for it.


    Here is a link to a clip if you are interested !


    Around Oz in 80 Days

    Royal Enfield Bullet Motorbike

    Quality Thinking Time:

    Royal Enfield Bullet

    ... and for quality thinking and to find my peace of mind, I ride my Royal Enfield Bullet motorbike.


    Link to article in KiwiRider.

    India NZ Connections

    India-NZ connections

    I believe people like myself who are local in Australia, New Zealand & India have a role to play in building bridges between the countries... I play my small part by informally guiding businesses interested in these markets.

  • Clarity of Thought, Speed of Execution


    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

All Posts