IT Service Management・Business Service Management・Software project Management・Customer Care and Complaints Management
IT Service Management
The importance of IT in the modern organization cannot be underscored. So critical is IT that businesses succeed or fail depending on their IT strategies. Sensei Systems helps organizations implement best practice strategies based on the ITIL framework. Sensei System’s principals play key consulting roles in the development of East Africa’s most widely used ITSM product LanSupport service desk.
- Development of the service catalog
- Structuring of Service level management
- Development of configuration management database
- Implementing change management
- Service operations structure
Business Service Management
Because of the reliance of the modern business on IT, many business services can be structured and processed using the same ITSM tools. In particular Sensei Systems consultants have implemented LanSupport service desk utility successfully in the following areas;
- Customer Service
- Complaints Management
- HR Service Desk
- Business Operations
- Insurance Claims Management
Software Project Management
Software development projects are notoriously difficult to manage. We have been involved in managing software projects for over 10 years including the market leading LanSupport Service desk. We are able to steer projects from inception to successful deployment of both custom and commercial software products.
- Business case/ Business Plan development
- Systems Analysis and Design
- Recruitment and Mobilization of development teams
- Project management
- Quality assurance
- Product sales, services and support.
Customer Care and Complaints Management
Over the last decade organizations have grappled with customer service solutions and the nebulous concept of CRM. Without ITSM and BSM, it is highly unlikely that an organization will meet its customer’s expectations.
Complaints management is the real heart of CRM and organizations should be wary of inexplicable fall in complaints.
Sensei Systems understands complaints management and has wide and varied clients including the Ombudsman of Kenya