[Namibia] NORED engages Headway to improve IT service delivery
NORED Electricity engaged Headway Consulting to ensure a consistently high standard of service delivery for its customers. Being an electricity provider is fraught with potential challenges and issues. To be better prepared for these challenges the organisation sent its staff to be trained in service delivery. It is part of an ongoing process to improve their quality of service streamlining it for their stakeholders, improve business processes and leveraging technology solutions to realise real improvements. Admitting and knowing that service delivery is essential to your business is the starting point.
ITIL(Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. This does require investment and automating processes, but through standardised systems like ITIL, a detailed set of practices for IT Service Management (ITSM) comes into its own, as it focuses on aligning IT Services with the needs of business. NORED sought out the ITIL foundation training as they realised that implementing service delivery and customer relationship management based upon ITIL would stimulate business change, transformation and growth. This tried and tested framework has been adopted by thousands of organizations worldwide, including NASA, Microsoft and HSBC across the globe, so NORED was in good company.
The training began with unpacking and explaining that key to survival for organisations large and small is that implementing technology is essential. It’s not always just about the bottom line and NORED was keen to focus on;
Managing business risk and service disruption or failure
Improving and developing positive relationships with its customers by delivering efficient services that meet their needs
Establishing cost-effective systems for managing demand for NORED’s services
Support business change whilst maintaining a stable service environment.
The foundation training that Headway offered and delivered tackled these issues and started NORED on a customer service engagement and improvement trajectory where checks and balances have been put in place. Process-driven systems that are managed by technology will improve quality of service measurably.
Keeping proper records, being available online, answering email queries and leveraging technology to improve service delivery is at the very basis of improved service delivery and managing the aspects NORED wanted to improve and focus on. Managing service disruption as well as the other issues that NORED identified becomes much easier with ITI training.
Jan Coetzee, MD of Headway Consulting said; “ It’s great to see Namibian companies and organisations taking service delivery and business and management improvement seriously as this has been an Achilles heel in the past. Being trained in ITIL and leveraging technology to support the organisation on their road to improve their service delivery makes perfect sense for NORED.” With the next step for NORED being the ITIL practitioner training course for a selection of its employees the IT Manager of NORED stated; “ There’s nothing more important that high quality service delivery to our valued stakeholders. It is at the very basis of any business development and growth we may want to pursue. Using innovative practises and ITIL will form the basis of our growth and service-delivery.”