Our Focus We work with IT organizations and their Service Management stakeholders to help better understand service orientation (Cloud or on-prem), process alignment, capability development and engagement standards, along with service reporting and accountability – and that means measurement. Only by measuring both Cloud and on-prem can you know the strengths and weaknesses of your IT organization so both you and your stakeholders know that IT is meeting their needs. When you know what is and isn’t working, you can improve how you engage, how you set realistic expectations, how stakeholders request services, how those services are delivered, and how service status is effectively communicated. Knowledge is the superpower of transformational and organizational change.

Our Approach Like most Paragon services, we take a multi-perspective approach to our Strategic IT Service Management Assessments. We do this by auditing existing business needs, service structure, current practices, tools (ServiceNow), workflows, integrations (AWS) and policies. We interview a cross-section of business customers to determine the perceived capability of the IT organization. Customers can also request particular focus areas for the assessment to best meet their needs and address their current challenges. We ensure alignment on accountability, standard approaches, and reliable & dependable IT service provision.

What You Can Expect Paragon will evaluate, report, and advise on the current service provider and service management capabilities, competencies and culture with recommendations and a roadmap for improvement including opportunities for quick “wins”. Future state emphasis will place on driving continual improvement, using industry specific and process based best practices to better serve the needs of the business & IT stakeholders, customers and consumers. Engagement deliverables will include:

• Executive Summary of Assessment Results
• Gap Analysis and Recommendations
• Prioritized Roadmap of Improvements including Quick Wins