Synopsis:
When PMO Manager Richard Raj was given responsibility for the IT Service Desk at Ports of Auckland Limited, he immediately recognized a need to deal with long established chronic issues affecting customer service and satisfaction.
The result of this identification was the Service Desk Transformation project, delivered over 2010/11. This project, primarily focused on change management in IT, effectively re-implemented Service Operations at POAL resulting in a dramatic turnaround in results. In 2011 the project won IT Service Management Project of the Year.
Having addressed the internal IT issues, the next effort was to address the demand management side of IT Business Services at POAL. This latter project focused on the individual business units, their requirements of IT, and the level of investment and commitment demanded to meet those requirements. The primary output was a series of specifically business focused SLA's that now form the contract between IT and individual business units.
These documents have proven to be invaluable in the areas of demand management and continuous service improvement.
Project Manager Peter Tashkoff will provide an overview of these projects, the areas of challenge in delivering them, and the business value obtained.
Since 1990 Peter Tashkoff has delivered projects for a wide range of industries in New Zealand, from primary produce and commodities, through utilities and logistics, FMCG, Banking and Insurance.
His primary areas of interest are the integration of business process beyond corporate boundaries, and IT Business service management and improvement.
Peter is the Principal Consultant with Artemis Associates Ltd (www.artemisassociates.net), and since 2010 has consulted primarily to the Ports of Auckland Ltd.
Please RSVP to northern.members@pmi.org.nz with your name and PMI number by Tuesday, 17 July 2012.