A new way for Service assessment & benchmarking

Wednesday 14 January 2015

6.00pm - 9.00pm

BCS, 1st Floor, The Davidson Building, 5 Southampton Street, London, WC2E 7HA | Maps

Free of charge to BCS Members. £15.00 (+VAT) for Non-Members


The first challenge with service improvement planning is getting a solid baseline to start from and many people really struggle with this. You then need to determine what you are going to focus on and how to show you are making progress.

Traditional methods for this type of project tend to involve self-assessments and a series of interviews. Apart from the length and cost of such an exercise there are numerous potential pitfalls. How do you determine who is giving you the right information? Are you being led down an agenda (or sales) driven path? How do you process all your data? What metrics make sense? What is achievable? How do we compare with everyone else?

In this session we will look at how a tool (Monitor) has been developed, based on independent expert knowledge, to help avoid these potential problems and get to the point of adding value quickly.

We will take real life examples (including a few ‘I didn’t expect that’ moments) and show how service improvement planning can be enhanced with reliable evidence and clear visibility, without the need for a pile of spreadsheets or endless interviews. Monitor is now in use in organizations as diverse as Oxfam and Aviva. As well as adoption by public and private sector end users, Monitor is now being seen by consultants and outsourcers as a key component to focus and validate their services, driving not only maturity but also capability in client organizations.

Martin McKenna has been working with the itSMF UK and Managed Service Solutions for the past two years leading the development and implementation of Monitor. A sophisticated self-assessment and benchmarking platform to guide service improvement planning aligned with best practice.

Martin has been working in IT and Project Management for over 25 years in a variety of roles. He has worked for Mitsubishi, Artemis and LANDesk and now runs his own consultancy it500. He has been involved with some of the largest (award nominated) service delivery projects in the UK, including the implementation of virtual service desks for Scottish Enterprise and the Scottish Police Services Authority.