Leverage our experience to maximise your visibility, control and compliance

To effectively run operations and serve customers, every business relies on highly available systems that deliver optimal performance. Each IT and OT function, technical service desk, incident management, release management, and system monitoring tool, must work together seamlessly to deliver this level of service.

Throughout our 35 plus years as a provider of IT and OT infrastructure services, CGI’s clients have benefited from our ability to deliver and monitor their IT services through a cohesive Managed Services solution. In fact, we’ve been so successful at delivering this integrated approach within our own data centres and networks, that many of our clients are now using it to manage their own in-house operations.

  • To see the performance of your operation at a glance, our real-time enterprise dashboard delivers summarised management information, providing visibility on quality metrics and financials.

  • Our 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 can tailor the delivery model, from fully managed to partially managed, based on your unique requirements either at your site or at our award-winning CGI service centres. For the end user, we create a seamless environment, enabled by both a live help desk and a robust self-service portal, to resolve issues in line with service level agreements.

 

Our unique approach to integrated incident, problem and knowledge management processes differentiates CGI as a provider that consistently exceeds our clients’ expectations.

 

The CGI approach to IT Service Management

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

Our 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, Contact Centre and Channel Consultancy
  • Service desk strategy, design and implementation
  • Service desk and contact centre consultancy
  • Service desk and contact centre maturity assessments
  • Augmenting your in-house teams with interim service management experts
  • Omni-channel consultancy to improve the customer experience IT, OT and non-IT based customer service desks and contact centres
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

 

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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.

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