We map the operation as it is today, design how it should work and define the services, service levels and indicators worth tracking, before any decision about tools. Seven stages, six deliverables, typically four to six weeks.
It is XALQ's consulting offer that organizes how the digital services operation decides: it maps the operation as it is, designs the flow and the service model as they should be and defines service levels, indicators and data architecture, closing with an evolution roadmap. Seven stages and six deliverables, typically four to six weeks, led by a senior Business Specialist. Tool configuration and operation stay with your team.
The information is in the tickets, the queues and the spreadsheets, and even so what is urgent, who handles it and when to escalate ends up being decided in the heat of the incident. We map the digital services operation as it is today, design how it should work and define the services, service levels, indicators and the data architecture that sustains it all.
We don't start from any tool. The design works with any service platform that supports it, and configuration, implementation and operation stay with your team or with the vendor you choose. The same method applies to other areas that serve internal demand, such as HR, finance and legal.
The read of your services operation is built by a senior Business Specialist, in stages, with formal deliverables. When applied intelligence comes in, it supports the analysis; the criteria and the decision belong to the specialist, and nothing keeps reading your base continuously. It is the right method for those who don't yet have process, services or indicators defined, or who are about to replace or reconfigure the tool and want to decide that on a clear foundation.
Services operations manager or coordinator, Service Delivery Manager or head of IT operations who does not yet have formalized services, SLAs or indicators, or who is about to replace or reconfigure the service tool.
The roadmap that closes the consulting shows the paths, and they add up. Operate: put the architecture to work, with your team and the tool you choose; if it is one XALQ represents, Execution implements it. Deepen: Advanced, to decide now what reduces future risk, and Simulation, to simulate the effect of a decision before making it. The continuous reading of that foundation, amplified by applied intelligence, is Decision Work Services, currently in preparation.
A conversation to understand how your services operation works today and where Digital Operations fits, and where it doesn't.
Six: the diagnosis of the operation as it is today, including assets, the design of the target operational flow, the service model and catalog, the service level (SLA) and essential indicators matrix, the conceptual architecture of operational data, including asset inventory and lifecycle, and the consolidated document with the evolution roadmap.
The object is the same, the services operation; the mode is different. Digital Operations is staged consulting: it organizes the foundation (flow, services, service levels, indicators and data) and ends with formal deliverables. Decision Work Services, in preparation, will be the continuous reading of that foundation, and only makes sense once it exists.
For a services operations manager or coordinator, Service Delivery Manager or head of IT operations who does not yet have formalized services, SLAs or indicators, or who is about to replace or reconfigure the service tool and wants to decide that on a clear foundation.