ITIL and ICT services management

The demands on local authority ICT services are changing fast. Today's successful teams have much less involvement in low-level hardware or software issues. Instead they're focused on understanding the needs of the authority and of the wider community, and delivering appropriate and cost-effective technology solutions.

Failure to re-align the ICT service will lead to customers going their own way - resulting in fragmentation rather than consolidation, increased costs, worse results and greater risk.

• Articulating the vision - what sort of ICT service will deliver the strategy? What roles are needed, and what balance of skills? How does the department measure up against SFIA?
• Delivering cultural change programmes - a purpose-built programme of workshops, mentoring and coaching can help your people approach the future with enthusiasm, commitment and understanding
• Implementing new methodologies and toolsets - to ensure that strategy is translated into effective action. Introducing ITIL, improved service desk technology and project management tools can all have a dramatic effect.