Exploring the latest insights: Your KA2 November update!
Decarbonise Your IT Estate for a Greener Tomorrow: Introducing the New COzPro Webpage.?
Technology has become an indispensable part of our lives in today's world. Yet, this convenience comes with an environmental cost, with technology contributing up to 30% of business CO2e Scope 3 emissions. As the world accelerates towards a fully digital future, organisations increasingly recognise the environmental implications of their technology estates, fuelling a pressing need to take ownership of the problem and address its direct impact on the planet.?
We are driven by a mission to empower our clients, partners, and suppliers to measure, manage and model the environmental impact of their IT estate. And our Award-Winning Environmental Solution, COzPro does just that.??
How? I hear you ask…???
To find out, visit the all-new COzPro Webpage and discover our comprehensive Sustainable IT Services and how they can seamlessly integrate into your business. Learn how COzPro provides the power to make informed decisions around the journey to sustainable IT assets and services, waste reduction, cost savings, corporate and social responsibility, and regulatory compliance.??
Our goal is to pave the way for universal sustainable IT and to promote practices that align with the principles of ESG.
Together we lead the way!??
Elevating Service Management:? KA2 Partners with leading International Education Organisation to achieve ISO 20000-1 Certification.?
Overview?
Our client, a leading International Education Organisation, has made significant advancements in recent years by adopting ITIL processes and industry best practices to enhance their global operations. In line with this ongoing journey, our client sought to elevate their processes further and integrate best practices in alignment with ISO 20000-1 standards throughout the entire organisation.?
In pursuit of this objective, they entrusted KA2 to deliver comprehensive guidance and establish a robust foundation to underpin their business objectives and transformation journey.?
“When we were initiating our ISO journey, it became quickly obvious that KA2 were to be my preferred partner, with their wealth of experience across multiple disciplines they were the natural choice. KA2 quickly established the requirements and how we wanted to achieve them”. - Group Head of IT Operations.?
The Challenge?
The organisation set a formidable challenge for itself: Could it achieve ISO 20000-1, an internationally recognised standard for Service Management, by implementing current processes and best practices? Several crucial questions remained unanswered: Where did they currently stand? How far were they from obtaining the certification? Most importantly, what were the missing pieces??
KA2 collaborated closely with the client to establish a baseline, determining the maturity levels of existing processes and identifying any critical areas that required further development to meet the high standards set by ISO 20000-1. We meticulously mapped out the processes to align them with the standard, allowing us to pinpoint any existing gaps.?
Once the baseline and gaps were identified, we partnered with a certification body to conduct an official gap analysis, validating our internal review. Following this analysis, the challenge was to work alongside our client to bridge these gaps, update the relevant processes, and ensure that all documentation relating to the Service Management System was in place.?
The Delivery?
As part of this delivery, a separate project initiated by our client aimed to redefine the Service Transition process, which is an integral component of the ISO standard. However, our client aspired for more than the standard requirements; they sought a more robust process that wouldn't just entail a "throwing over the fence" approach. Instead, they wanted greater control over the design and delivery phases, emphasising the need to address essential operational questions related to service requirements.?
The primary objective was to concurrently run two projects, each in its own individual objective. KA2 utilised the expertise of our highly skilled Process Consultants to realise this goal. With both teams in action, we pursued their respective goals, while remaining mindful of the ISO standards' requisites.?
“Adding in some further complexities on improving Service Introduction v2 for our organisation, KA2 assured me they could handle the challenge and immediately made an impact, delivering with quality and excellence, this in addition to the ISO work already underway”. - Group Head of IT Operations?
The KA2 ISO team played a pivotal role in delivering new process documentation, providing training, and shaping the Service Management wrapper, a critical component for establishing a robust Service Management System. Additionally, we conducted an Internal Audit on the processes to ensure compliance with ISO standards.?
Simultaneously, the KA2 Service Transition team introduced an updated v2 process, and all systems within the client's organisation were standardised to this new process, ensuring that any future changes to this baseline would be comprehensively documented.?
The Benefits?
As is the case with any certification, pursuing ISO 20000 offers several compelling advantages. It demonstrates the organisation's alignment with its business objectives, underscoring a serious commitment to service management. ISO 20000 reassures customers that their supplier delivers effective services, instilling confidence in its operations. Moreover, as part of the accreditation, ongoing surveillance prompts regular performance reviews to ensure that optimal results are consistently delivered for the business, thereby satisfying stakeholders and adhering to international standards.?
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This engagement also empowered the organisation to refine its processes and procedures, ensuring they remain in harmony with overarching business goals. Furthermore, it fosters closer alignment among teams within the organisation, promoting seamless synergy across different departments, from various IT teams to the Board.?
“During both workstreams, I was kept regularly informed of any risks or issues and was provided with weekly reports that allowed me to fully understand the project status plus related risks and issues. The knowledge and professionalism of KA2 has ensured our success in the ISO accreditation and on our Service Introduction v2 journey. I look forward to working with the team on further projects.” - Group Head of IT Operations.?
The Outcome Highlights?
To find out more about how KA2 can help your organisation to integrate best practices in alignment with ISO standards, contact us to arrange a call with one of our Practice Consultants.
KA2’s Big Day Out at the ServiceNow World Forum 2023?
Last week, Carol Taylor, KA2 Customer Success Manager and I had the privilege of attending the ServiceNow World Forum 2023 in London, a global event that brought together a wide range of professionals from multiple sectors and geographies.? As many of our consulting engagements utilise the power of the ServiceNow platform to drive automation and efficiencies, we are always keen to keep up with the latest innovations and share knowledge and understanding of its capabilities.? The event was a hub of knowledge, insights, and innovation, providing an excellent platform to connect with customers, peers, industry experts, and other ServiceNow partners.? So, we thought we would share our experience, highlighting key takeaways and inspiring moments from the event with you.?
The Power of Generative AI:?
The ServiceNow World Forum shed light on the remarkable potential of generative AI and how it can revolutionise the world of work.? ServiceNow's Chief Innovation Officer, Dave Wright, shared a vision where generative AI, powered by the Now Platform, automates routine tasks, adapts to user needs, and delivers fast, personalised, and trusted solutions.? Some of the latest generative AI capabilities showcased at the event, such as Now Assist for Virtual Agent, promise conversational experiences and streamlined workflows.? GenAI-based case summarisation and text-to-code further improve developer productivity and issue resolution.?
Exploring Sustainability:?
One of the pressing topics addressed at the Forum was sustainability, a critical concern for organisations worldwide.? As a ServiceNow Partner, we're committed to addressing the challenges presented by Scope 3 emissions - those indirect emissions resulting from an organisation's upstream and downstream activities.? These emissions often constitute a significant portion of a company's carbon footprint but can be challenging to measure and manage effectively.?
During the event, we had the opportunity to talk with other attendees about our award-winning environmental solution COzPro, which seamlessly integrates Scope 3 Carbon data for IT assets into the ServiceNow platform.? The application empowers organisations to meticulously track, manage and report their carbon footprint across their entire IT estate.? It doesn't stop there; it provides actionable insights and recommendations to curb emissions, such as adopting low-carbon suppliers, optimising usage, and fostering innovation to reduce waste across the supply chain.?
The attendees' positive feedback and genuine interest underscored our solution's value.? Organisations recognised the potential for COzPro to help them meet regulatory requirements, enhance their reputation, and create a competitive advantage in the sustainability landscape.?
I particularly enjoyed the breakout session hosted by Jody Elliott and David Welling from National Grid.? They showcased how they are driving Sustainable IT using the ServiceNow platform to reduce emissions and create energy efficiencies.? I was impressed by the ingenuity and commitment of the two speakers and the wider National Grid team to tackle this critical but challenging subject matter.??
Enhancing Customer Experiences:?
The event highlighted ServiceNow's commitment to enhancing the overall customer and user experience through AI.? We learned about AI chatbots, predictive intelligence, and AI-driven performance analytics that provide real-time insights into customer behaviour, enabling data-driven decisions and quicker issue resolution.? Integrating ServiceNow with AI leaders like NVIDIA and Accenture creates new use cases that are reshaping enterprise operations.?
Collaboration and Networking:?
In addition to these enlightening sessions, we seized the opportunity to connect with other ServiceNow partners, customers, and speakers.? Networking proved to be an invaluable part of the experience as we exchanged contacts, shared experiences, and learned from one another.? The collaboration and knowledge-sharing were truly inspiring.?
The ServiceNow World Forum 2023 was an invaluable event that inspired and equipped us with fresh insights and ideas.? We're excited about the potential of generative AI and how it can benefit our company and clients.? The future of work is evolving rapidly, and ServiceNow is at the forefront of this transformation.?
As we continue our journey with ServiceNow, we look forward to applying these newfound insights and exploring more of ServiceNow's solutions to make work better for everyone.? We're already eager to attend the next ServiceNow event and continue collaborating with the ServiceNow community to drive innovation and excellence in our field.?
Chriss Andrews - CEO at KA2 Limited
To discuss any of the topics in our newsletter or to speak with one of our domain experts, please get in touch.