Consulting services

DRIVEN BY EXCELLENCE

Transform your business with our team, experts in software solutions deployment, maintenance and enhancement.

Streamline operations and enhance strategic planning with tailored software solutions, designed to align digital technology with your business processes, focusing on governance, observability, PPM and ITSM.

We specialize in empowering businesses to excel in the digital age

Our experienced team works closely with your organization to understand your unique business needs, ensuring that each software solution is meticulously customized to align with your operational goals.

From ITSM and PPM to governance and observability solutions, we provide end-to-end support, from initial consultation and system design to seamless integration and ongoing maintenance.

And we go beyond implementation, we focus on optimizing every aspect of your technology stack to unlock its full potential, improving visibility, standardizing reporting, and freeing up capacity for innovation.

With HB IT Consulting Group as your partner, you gain access to a wealth of experience and expertise, ensuring that your digital initiatives not only succeed but thrive in today’s competitive landscape.

partnering with us you will...

→ Make data-driven decisions faster, optimizing your existing software licenses.

→ Leverage our decade of experience in providing tailored solutions to meet your unique business needs.

→ Integrate digital technology seamlessly, freeing up capacity and enabling faster delivery of innovative solutions to market.

→ Ensure minimal disruption with short induction periods for smooth transitions.

→ Equip your PMOs, Service Desks and Super Users with advanced private training to maximize the effectiveness of your software.

Solution implementation and/or enhancement

1. Needs Assessment and Requirements Gathering

  • Initial Assessment: HB-IT Consulting begin by conducting an in-depth analysis of the client’s needs, goals, and challenges. This involves gathering requirements through stakeholder interviews, surveys, and document analysis.
  • Gap Analysis: Comparing the current state of the organization with desired outcomes to identify the gaps that the solution will address.

2. Solution Design and Planning

  • Custom Solution Design: Based on the gathered requirements, our consultants design a tailored solution that fits the organization’s unique needs, whether it’s a new software system, business process redesign, or strategy overhaul.
  • Implementation Roadmap: Creating a detailed project plan, which includes timelines, milestones, resources, risk assessments, and contingency planning.
  • Technical Architecture: Developing the technical specifications, including system architecture, integration points, and technology stack recommendations.

3. Project Management

  • Resource Allocation: Identifying and allocating the necessary resources (people, tools, budget) to ensure the project runs smoothly.
  • Coordination and Communication: Regular communication with stakeholders and teams to ensure alignment, provide updates, and address issues as they arise.
  • Risk Management: Proactively identifying and mitigating potential risks to ensure the project stays on track.

4. System Configuration and Customization

  • Customization: Adapting the solution to meet specific organizational needs, whether it’s configuring software, modifying workflows, or adapting processes.
  • Integration: Ensuring the new solution integrates with the organization’s existing systems, whether it’s through APIs, middleware, or custom connectors.
  • Data Migration: Safely and accurately transferring data from legacy systems to the new solution.

5. Testing and Quality Assurance

  • User Acceptance Testing (UAT): Collaborating with users to test the solution in real-world scenarios to ensure it meets their needs and performs as expected.
  • Performance Testing: Checking the system for speed, load-handling capacity, and overall performance to ensure scalability.
  • Bug Fixes: Identifying and addressing any issues or bugs before full deployment.

6. Training and Change Management

  • User Training: Conducting training sessions to ensure end-users are familiar with the new system and can use it effectively.
  • Documentation: Providing detailed manuals, guides, and help resources for ongoing use and troubleshooting.
  • Change Management: Helping the organization adapt to the new solution by addressing resistance, fostering stakeholder buy-in, and ensuring smooth transition.

7. Solution Deployment

  • Go-Live Support: Assisting with the official launch or implementation of the solution in the live environment.
  • Monitoring and Troubleshooting: Providing immediate support to address any issues that arise during the initial post-deployment phase.

8. Post-Implementation Support

  • Ongoing Support and Maintenance: Offering continued technical support, maintenance, and system updates to ensure the solution remains effective and up to date.
  • Performance Monitoring: Tracking key metrics to ensure the solution delivers the desired results and recommending optimizations where necessary.
  • Enhancements and Upgrades: Assisting with future updates or enhancements to the solution as the organization’s needs evolve.

9. Continuous Improvement and Optimization

  • Review and Feedback: Periodically reviewing the solution’s performance, gathering feedback from users, and making adjustments to optimize its effectiveness.
  • Innovation Consulting: Proposing new tools, processes, or technologies that may further benefit the organization based on the consultant’s industry knowledge and expertise.

Support

 

1. Customer Inquiry Management

  • Inbound Support: Handling incoming customer inquiries via multiple channels such as ticketing tool, email and live chat.
  • Ticketing System Management: Logging and tracking customer issues in a ticketing system to ensure every issue is addressed in a timely manner.

2. Issue Resolution and Troubleshooting

  • First-Level Support (L1): Handling basic inquiries, troubleshooting common issues, and resolving straightforward problems.
  • Second-Level Support (L2): Escalating complex issues that require more specialized knowledge, such as in-depth technical problems or policy questions, to more experienced staff.
  • Third-Level Support (L3):  Our expertise on few solutions allow us to provide L3 support and manage resolution with editor.

3. Service Level Agreement (SLA) Management

  • SLA Monitoring: Ensuring support services are delivered within the agreed-upon timeframes.

4. Knowledge Base Development

  • Internal Knowledge Base: Creating and maintaining an internal knowledge base or repository of common issues, troubleshooting steps, and solutions for the support team to use when resolving customer problems.

5. Training and Agent Development

  • Ongoing Agent Training: Continuously training support agents on customer service best practices, product knowledge, communication skills, and problem-solving techniques.
  • Performance Coaching: Monitoring agent performance through quality assessments and providing coaching sessions to improve skills and ensure consistency in service delivery.
  • Soft Skills Training: Focusing on enhancing communication, empathy, and problem-solving abilities to create positive customer interactions.

Software solutions are game-changing to your organization​

And we work with top tier solutions.

PROFESSIONAL SERVICES AUTOMATION

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Project PORTFOLIO MANAGEMENT

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ENTREPRISE KANBAN

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Project PORTFOLIO MANAGEMENT

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IT Service management

SERVICENOW

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ENTREPRISE KANBAN

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Partner with us

and transform your organization for long-term success

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