Why have it?

To succeed and genuinely improve the quality of IT services, an IT Service Management initiative must address both the operational level (improvement of processes, tools…) and the organisational level (we call this the ‘organisational level’ although it encompasses organisational, cultural and human aspects).

The originality of our offer is to support you with both ITIL® expertise (to tackle the operational level) and professional coaching services (to tackle the organisational level).  Usually ITIL® expertise is brought in by skilled ITIL® consultants who don’t have knowledge of coaching techniques whilst professional coaching services (for organisational change management) are offered by skilled ‘generalist’ management consultants who don’t have detailed knowledge of IT Service Management.  We bring both.

Why go for focused coaching and not intensive long-term consultancy?

We believe that most of the improvement work at operational level (process, tool…) should be done by internal staff, with the support of external ITIL® experts to answer questions and to provide validation.  It makes sense!  Nobody knows your business and organisation better than you do.  In addition, it is far easier for people to accept and apply operational work practices that they have contributed to rather than procedures thought of and imposed by someone else.  In any case, your staff has to acquire good ITIL knowledge so they will be able to contribute to solutions on their own, with punctual support from an expert only for advice and guidance along the way.

Change at cultural level is another subject for which the support of an external coach is a plus, if not a must.  This is where most resistance in an organisation will be found and where the support of an external person is most useful.  It is very difficult from inside the organisation to identify inappropriate attitude and behavioural or mental blocks preventing changes from happening.  The external coach sees things you don’t or can’t see from the inside.  He or she brings coaching expertise to help create the right conditions needed for operational changes to happen successfully.  A coach helps staff and managers to develop and adapt their work practices and attitudes towards success, performance, self-fulfilment and profitability.

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries