Leverage our experience to maximise your visibility, control and compliance

To effectively run operations and serve customers, every organisation depends on highly available systems that perform at their best. This requires IT and operational technology (OT) functions including technical service desks, incident and release management, and system monitoring tools, to work in harmony.

With more than 35 years’ experience delivering IT and OT infrastructure services, we help clients monitor and manage their IT through a fully integrated IT Managed Services approach. First proven within our own data centres and networks, this model is now supporting many of our clients as they modernise and optimise their in-house operations.

  • See the performance of your operation at a glance. Dashboards deliver summarised management information, providing visibility on quality and financial metrics.

  • Our IT Service Management (ITSM) tools integrate with other major third-party systems so that you have control over business policies and IT processes.  Our full featured workflow engine automates the approval and assignment of tasks.

  • We tailor our delivery model to meet your specific needs—whether fully or partially managed—at your site or through our award-winning CGI service centres. For end users, we provide a seamless experience supported by a live help desk and an intuitive self-service portal, resolving issues quickly and in line with your service level agreements.

 

CGI stands apart through an integrated approach to incident, problem and knowledge management—helping clients achieve consistent service quality and continuous improvement.

 

The CGI approach to IT and OT Service Management

Using our knowledge and expertise in IT and OT managed services management, we will examine your current strengths, identify development opportunities and define the future for your service delivery.

Our ITSM approach begins with accurate assessments against frameworks such as Information Technology Infrastructure Library (ITIL).  We will identify the gaps to address, then implement remedial actions to achieve your desired business goals.

IT Service Management Strategy, Service and Process Design & Implementation
  • IT and enterprise service management strategy planning and development
  • Service and process engineering and implementation
  • Service organisational design validation
  • Service catalogue | Service portfolio development
  • Target operating model development and validation
  • IT configuration management
  • Availability Management | IT Capacity Management | Monitoring and Event Management | Incident Management
  • Sustainability is a fundamental part of our culture, so environmental, social and governance strategy (ESG) will be at the heart of your solutions
IT Service Management Maturity Assessment
  • Service management maturity assessments (benchmarked against ITIL V3 and 4)
  • Gain a holistic understanding of your governance, service culture, tools, and the value chains they support
  • Assess the alignment of your digital strategy with your strategic objectives
  • Working together, we’ll develop a realistic roadmap for service improvement, including change management principles, ensuring your people effectively transition into new ways of working
IT Service Management Tool and Automation Assessment
  • Identify and match tooling for next generation IT and enterprise service management
  • Intelligent Automation (IA), Robotic Process Automation (RPA) and Artificial Intelligence (AI) opportunity review and validation
  • Cross-supply chain orchestration and performance management
Multiple supplier Service Integration and Management (SIAM) Consultancy
  • SIAM consultancy
  • SIAM maturity assessments
  • SIAM optimisation review against value from the supply chain
  • SIAM design and implementation
Service Desk Consultancy
  • Service desk strategy, design and implementation
  • Service desk consultancy
  • Service desk maturity assessments
  • Augmenting your in-house teams with interim service management experts
  • Omni-channel consultancy to improve the customer experience for your  IT, OT and non-IT based customer service desks.
Staff Augmentation
  • Augmenting your in-house teams with interim service experts
  • Augmentation with skilled business change champions, subject matter experts, change leaders and process owners to kick-start your new practices and mentor your people
  • Potential for partial augmentation by, or complete outsourcing to, our CGI service centres

 

Programmer shows progress to female start-up CEO

The ITSM benefits

  • Improved efficiency - we plan, implement and measure service level agreements (SLA) and continual service improvements (CSI) across all IT and OT services.

  • Reduced operational costs - we examine opportunities for self-service, intelligent automation (IA), robotic process automation (RPA) and artificial intelligence (AI) to reduce manual, repetitive, low risk and unnecessary workloads, reducing costs and increasing user satisfaction.

  • Increased self-service productivity and user satisfaction - We will help you identify the right self-service model appropriate to your business strategy.

  • Modernised IT service management practices - by optimising service management practices to reflect your unique portfolio of services, we can release untapped capacity and eliminate unnecessary work whilst improving control.

Read more on ITSM